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About the Role

The CRM Operations Executive will help bring customer journeys to life by combining technical CRM expertise, data-driven thinking, and a strong focus on customer experience. This role supports the build, deployment, and optimization of campaigns in Braze, ensuring communications are accurate, measurable, and aligned with business goals.

Responsibilities

• Build and deliver complex, high-volume, and dynamic CRM campaigns across email, push, and in-app channels using Braze to create personalized customer experiences.
• Work closely with CRM Tech and CRM Campaigns teams to effectively use customer data, supporting engaging communications and lifecycle journeys.
• Use tools such as Liquid templating language, regex, and HTML/CSS to support campaign personalization, dynamic content, and technical CRM execution.
• Oversee the deployment of marketing communications, ensuring content is efficient, optimized, and delivered to the right customers at the right time.
• Support campaign measurement by ensuring performance can be tracked effectively and contributes to wider CRM and business goals.
• Share actionable insights and recommendations to improve engagement, conversion, and the overall effectiveness of CRM activity.
• Act as a knowledgeable user of Braze, helping the team maximize the platform's potential while supporting troubleshooting, bug fixes, and campaign improvements.
• Produce clear documentation for key projects and support quality assurance processes to ensure accurate campaign setup and intended personalization.

Requirements

• Experience working with Braze or a similar CRM, customer engagement, or marketing automation platform (e.g., Adobe Campaign Manager, Salesforce Marketing Cloud, Microsoft Dynamics).
• Hands-on experience building multi-channel customer journeys and outbound marketing campaigns across channels like email, push, and in-app messages.
• A good understanding of customer segmentation, data flows, and how data can power relevant and personalized CRM activity.
• Working knowledge of HTML/CSS.
• Experience using Liquid or similar templating languages is helpful.
• Experience supporting pre and post-campaign reporting, with the ability to use insights to recommend improvements.
• A customer-focused mindset with a genuine interest in creating useful, relevant, and engaging communications.
• Confidence explaining technical concepts clearly to diverse audiences (technical and non-technical).
• A curious, collaborative, and proactive approach to problem-solving.
• Ability to work effectively with a range of stakeholders.

Skills

• Braze
• CRM
• Customer Engagement
• Marketing Automation
• Email Marketing
• Push Notifications
• In-App Messaging
• Liquid Templating Language
• Regex
• HTML/CSS
• Customer Segmentation
• Data Flows
• Campaign Reporting
• Problem-Solving

Location

• London
• Paris
• Barcelona
• Milan
• Edinburgh
• Madrid

Work Type

• Hybrid
• Remote (Work from Abroad Policy)

Benefits

• Private healthcare & dental insurance
• Generous work from abroad policy
• 2-for-1 share purchase plans
• EV Scheme
• Extra festive time off
• Excellent family-friendly benefits
• Personal learning budgets
• Regular learning days

About the Company

• Trainline is Europe's number 1 downloaded rail app, enabling millions of travellers to find and book the best value tickets across carriers, fares, and journey options.
• The company collaborates with over 270 rail and coach companies in more than 40 countries.
• Trainline is a FTSE 250 company driven by over 1,000 employees from 50+ nationalities.
• The company's mission is to create a world where travel is simple, seamless, eco-friendly, and affordable.
• Trainline's values are Think Big, Own It, Travel Together, and Do Good.

Equal Opportunity

• Trainline is committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.
• The company values diversity in all its forms, including gender, ethnicity, sexuality, disability, nationality, and diversity of thought.