CRM Operations Executive

About us

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. 

Great journeys start with Trainline 🚄 

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. 

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey. 

💻 CRM Operations Executive | Permanent £40-45K📍London (Hybrid, 40% in office)

We’re looking for a highly motivated individual with a background in the technical side of CRM (email/push) and both an aptitude and a desire to grow their knowledge and skillset in a fast paced, yet supportive, environment. The ideal candidate will be technically minded with a solid understanding of how data can be used to power CRM.

This is an exciting role providing the opportunity to deliver best-in-class, multichannel engagement programmes by leveraging our huge datasets and working closely with a wide range of stakeholders - The role requires close collaboration with the CRM Campaigns, CRM Data, Data Science and Engineering teams providing plenty of breadth for cross-functional learning and idea generation.

Responsibilities

• Work closely with the CRM Tech and CRM Campaigns teams to use our customer model and deliver highly engaging communications & lifecycle journeys via email and app.

• Building complex, high volume and dynamic marketing campaigns in Braze leveraging Liquid templating language / regex.

• Overseeing the deployment of our marketing communications to ensure efficient and optimised content for our customers – delivering the right message at the right time – and ensuring campaign performance is measurable and contributes to business KPIs.

• Support continuous improvement by providing actionable insights, and recommending optimisations to improve engagement and conversion to support the overall CRM strategy.

• Be the subject matter expert of our customer engagement platform (Braze).

• Produce documentation detailing the implementation for key projects while coordinating with other members of the team to share learning and support new initiatives.

• Assisting the team in the quality assurance process, making sure the campaign is accurately setup and personalisation is implemented correctly.

• Assisting the team with bug fixes and blacklist requests, allocating and completing tickets in a timely manner.

Qualifications

• Ideally, experience and working knowledge of Braze or similar experience with CRM solutions; CEP/ESP/IMP (Adobe Campaign Manager, Salesforce / Microsoft Dynamics)

• Hands-on experience with building complex multi-channel (email, push, in-app messages) customer journeys and outbound marketing initiatives. Proactively and autonomously working on establishing segmentation and A/B test needs.

• Working knowledge of HTML/CSS. Experience in Liquid would be ideal.

• An understanding of customer segmentation and of how data flows, and how to best use these to power our CRM campaigns

• Experience with pre/post campaign reporting.

• Passionate about the customer experience and driving customer success

• Able to articulate and convey technical concepts to a mixed audience.

• Curious and proactive problem-solver able to collaborate effectively with diverse stakeholders.

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. 

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! 

We're operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: 

• 💭 Think Big - We're building the future of rail 

• ✔️ Own It - We focus on every customer, partner and journey 

• 🤝  Travel Together - We're one team 

• ♻️ Do Good - We make a positive impact 

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!