CRM Manager - Operations

The CRM Operations Manager sits at the heart of operational delivery, building the operational backbone that allows the CRM team to scale and consistently deliver high-quality CRM initiatives. You'll collaborate closely with CRM Lifecycle Strategists, Technical CRM Managers, Product, Content, Design and Localization teams, working across campaigns, journeys, and technical implementations that directly impact merchant engagement at scale.

What you'll do

• Implement campaigns and customer journeys end-to-end in Iterable, from technical assessment of briefs through to launch and 1st-level QA by ensuring every initiative meets quality standards
• Evaluate campaign briefs to propose optimal technical solutions, leading technical discussions and delivering new functionalities or data points as required
• Build, maintain, and expand the CRM Knowledge Base, documenting best practices, step-by-step guides, and working processes for the entire team
• Create new working processes from scratch where gaps exist, ensuring scalability, quality consistency, and knowledge sharing across the team
• Independently identify, troubleshoot, and optimise underperforming journeys, communicating incidents promptly to stakeholders
• Develop the channel portfolio and contribute to implementing contact policy and maintaining live journeys

What you'll need

• Have experience in CRM, marketing automation, or a closely related field
• Are proficient in HTML/CSS for email asset production and have strong hands-on experience with at least one major CRM/marketing automation platform (e.g. Braze, Salesforce Marketing Cloud, HubSpot, Iterable)
• Have strong SQL skills, able to independently query CRM data views, build audiences, and validate campaign data
• Have demonstrated experience building and maintaining operational processes, documentation, or knowledge bases
• Bring a sharp eye for detail with proven experience performing QA on campaign assets and journeys
• Are an independent, self-driven operator with minimal guidance and comfortable making decisions within your area of work
• Are a clear, structured communicator able to translate technical topics for non-technical stakeholders

What they offer

• Office-first setup in Berlin
• Annual L&D budget of €2,000 for conferences and further education
• VSOP program: ownership stake in SumUp's future success
• Corporate pension scheme with up to 20% matching
• 30 days sabbatical after 3 years of employment
• Urban Sports Club subsidy, Kita placement assistance, relocation assistance, subsidised office lunches