CRM Manager - Operations

About the team

The CRM Operations team is a core function within SumUp's CRM & Lifecycle Chapter, sitting under the Run & Grow tribe. Our mission is to empower the wider CRM team to focus on strategy and merchant engagement by owning operational execution, technical implementation, and process scalability end-to-end.

The CRM Chapter is structured into two closely connected functions: CRM Lifecycle Strategists, who own strategy and business line relationships, and CRM Operations Managers, who own the technical and operational delivery that brings those strategies to life. As the CRM Operations Manager, you'll sit at the heart of that delivery, building the operational backbone that allows the 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

Optimise production processes across design systems, content implementation, and translati