CRM Operations Manager, Trainline
London (Hybrid, 40% in office)
2+ days a week in office
Europe's leading rail ticketing platform
Job no longer available
Europe's leading rail ticketing platform
1001+ employees
Job no longer available
London (Hybrid, 40% in office)
2+ days a week in office
1001+ employees
Company mission
We're building the world's no.1 rail platform while empowering greener travel choices, connecting people and places.
Role
Who you are
- The ideal candidate will be technically minded with a solid understanding of how data can be used to power CRM
- 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
What the job involves
- 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
- 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
- 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
Salary benchmarks
Our take
Trainline make it super easy to book transport tickets. Its app is intuitive and well designed and its even pioneering paperless travel, allowing users to store their tickets in the app.
Its hyper focused on customer experience and has a product culture of fast iteration to deliver great outcomes for customers.
Its customers make 170,000 journeys a day and it sell 200 tickets a minute.
Its continuing to innovate to stay ahead, using machine learning to predict price movements and integrating with Siri and Google Assistant so people can buy tickets just by speaking to their phone.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"The complex nature of the market as we work with different suppliers is an amazing opportunity to create fluid solutions. A very well segmented..."
Company benefits
- Flexible working (40% min office attendance)
- Cycle to work scheme
- Discounted gym memberships through Wellhub
- Private Health and Dental Insurance
- Enhanced Pension (matched contributions)
- Income Protection
- Share Incentive Plan (buy one get one free)
- Learning budget
- Primary & Secondary Caregiver Leave
- Shared Parental Leave
- Enhanced sick pay
- Free Perkbox subscription
- Electric Vehicle Salary Sacrifice Scheme
- YellowNest - Subsidised Childcare Fees
Company values
- Own It - We care about every customer, partner and journey
- Do Good - We make a positive impact
- Travel Together - We're one team
- Think Big - We are building the future of rail
Company HQ
Farringdon, London, UK
Articles
Leadership
Jody Ford
(CEO)Joined Trainline in 2020 as COO before becoming the CEO in 2021. Previously the Group CEO at Moonpig and Photobox and also spent over 10 years at eBay in various VP roles.
Lisa Hillier
(CPO)Previously the CPO at Gousto, The Restaurant Group, and Just Eat. They also spent over 6 years at Betfair as the Head of HR and Chief Human Resource Officer.
Mike Hyde
(Chief Data Officer)Previously a Director of Data Science at Facebook and as a Director of Business Insights at Skype and Microsoft.
Sakshi Anand
(CGO)Joined Trainline in 2023 as the VP of Growth and President of UK before becoming the CGO in 2025. They are also the Founder of NeuStar Consulting.
People progressing
Gary joined in 2022 from Comparethemarket as Director of Engineering and was recently promoted to VP Engineering, reporting directly to CTO.
Joe joined in 2022 from Meta as Director of Data Science and was recently promoted to VP Data, reporting directly to CTO.
Ali joined in 2023 from Meta and was recently promoted to VP Product, reporting directly to CPO.
Diversity, Equity & Inclusion at Trainline
- 💚 Diversity drives us forward We know that having a diverse team is crucial to Trainline’s ongoing success. A team that is diverse in all forms – gender, ethnicity, sexuality, disability, nationality and diversity of thought are key to Trainline being an inclusive environment where every Trainliner can be their true self. We're committed to creating workplaces where everyone belongs, is celebrated and their differences are valued, creating an awesome employee and customer experience. 💚 Meet our Networks Our diversity networks are inclusive communities developed and led by Trainliners, with sponsorship and support from senior leaders. They're all about empowering and supporting underrepresented groups, by providing a safe space to talk, a place to come up with new ideas and a channel for voices to be heard. 🚀 Women in Leadership 💜 Gender Equality Network 🏳️🌈 Rainbow Train (LGBTQIA+) 🌻 Sunflower (accessibility) 🌍 Ethnic Diversity Network 🐣 Parent & Carers
Share this job
View 15 more jobs at Trainline