CRM Operations Manager

Company Description

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 £5.3 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, 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, Berlin, Madrid, and Brussels. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey. 

Job Description

💻 CRM Operations Manager 📍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.

As a CRM Operations Manager at Trainline, you will... 🚝

• Work closely with the CRM Data and CRM Campaigns teams to use our customer model and deliver highly engaging communications & journeys across all markets.
• Building complex, high volume and dynamic marketing campaigns in Braze, leveraging Liquid template language and other tools.
• Overseeing the deployment of our marketing and service communications to ensure efficient and optimised content for our customers – delivering the right message at the right time.
• Excellent stakeholder management and competent at translating stakeholders’ technical requirements into simplified campaign processes/documentation
• Continue to develop and discover new features/ improvements and new ideas to support the overall CRM strategy and being able to communicate this to the rest of the business. Be the subject matter expert of our customer engagement platform (Braze).
• Documentation detailing processes and implementations for key projects. 

Qualifications

• Technical management of marketing platform(s) – CEP/ESP/IMP. Braze platform ideal.
• Ownership of building complex customer journeys ad automations. Experience with segmentation, A/B testing best practices and setting up always-on automations.
•  Intellectually curious, passionate. Self-motivated and able to work independently to meet deadlines. 
• An excellent working knowledge of client-side scripting (SQL desirable but not mandatory, HTML/CSS mandatory). Experience in Liquid would be ideal. 
• Strong understanding of data flows and how they can be used to power CRM campaigns. 
• Practical experience on best practices to maintain high Email deliverability
• Experience with pre/post campaign reporting. 
• Strong attention to detail and an understanding of the importance of quality. 
• Able to balance technical expertise and commercial acumen to deliver required outcomes 
• Fast learner, ability to learn new technologies/languages 
• Ability to deliver to tight deadlines, and be a calming, unflappable force within a team. 
• Ability to develop creative solutions to problems 
• Passionate about the customer experience and driving customer success 
• Able to articulate and convey technical concepts to a mixed audience 

Additional Information

Why should you jump on board? 
We pay special attention to learning and development and organise quarterly company learning days as well as offering a learning budget that can be put towards resources of your choice. We will cover the costs of your professional subscriptions and give you access to our very own learning platform. 

At Trainline, we care about the wellness of our employees. We host puppy therapy sessions, in-office yoga and run Mental Health First Aider training courses as well as having an Employee Assistance Program as one of our many company benefits.

We regularly throw fun social events such as pub quizzes, karaoke nights and our large-scale Summer and Winter Festivals every year. Additionally, we love hosting meetups in our amazing event spaces and having the opportunity to support internal and external community groups.

We also hold companywide hackathons and our annual Trainline Tech Summit, which provides Trainliners with an opportunity to stand up and share their story, learnings, or new skills with their colleagues in a safe environment. 

Our flexi-first approach
We believe in the importance of a healthy work-life balance and the value of a flexible workforce. Our flexi-first approach outlines our commitment to a hybrid way of working and our expectations of Trainliners. A key part of what makes Trainline special is our people and the value we get from the buzz and energy of our workplaces, and that’s why we’re proud to offer the best of both worlds. In practice this means in–office attendance at least 40% of the time over a 12-week period for all Trainliners. These in-office days are typically team led to help us connect, collaborate and create together.

Our Values 

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

• Own It - We care about every customer, partner and journey 

• Do Good - We make a positive impact 

• Travel Together - We're one team 

Interested in finding out more about what it's like to work at Trainline? Why not check out what our employees say about us on Glassdoor? You can also find out more information by following us on LinkedIn or our 'Life at Trainline' Instagram account.

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.