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About the Role

The CRM Operations team is a core function within SumUp's CRM & Lifecycle Chapter, empowering the wider CRM team to focus on strategy and merchant engagement by owning operational execution, technical implementation, and process scalability. As the CRM Operations Manager, you'll sit at the heart of 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.

Responsibilities

Implement campaigns and customer journeys end-to-end in Iterable, from technical assessment of briefs through to launch and 1st-level QA.
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 translations to improve team efficiency and output quality.

Requirements

Experience in CRM, marketing automation, or a closely related field.
Proficient in HTML/CSS for email asset production.
Strong hands-on experience with at least one major CRM/marketing automation platform (e.g. Braze, Salesforce Marketing Cloud, HubSpot, Iterable).
Strong SQL skills, able to independently query CRM data views, build audiences, and validate campaign data.
Demonstrated experience building and maintaining operational processes, documentation, or knowledge bases.
Sharp eye for detail with proven experience performing QA on campaign assets and journeys.
Independent, self-driven operator comfortable making decisions within your area of work.
Clear, structured communicator able to translate technical topics for non-technical stakeholders and document findings.
Comfortable with ambiguity, able to build structure and processes from scratch in fast-moving, evolving environments.

Skills

HTML/CSS
CRM/Marketing Automation Platforms (e.g. Braze, Salesforce Marketing Cloud, HubSpot, Iterable)
SQL
Process documentation
Knowledge base management
Campaign asset QA
Journey QA
Communication
Problem-solving

Location

Berlin

Work Type

Office-first

Benefits

Hack Days every second Friday
Global Hack Weeks
Annual L&D budget of €2,000
VSOP program
Corporate pension scheme (SumUp matches up to 20% of contributions)
30 Days Sabbatical after 3 years of employment
Referral Bonus
Urban Sports Club subsidy
Kita placement assistance
Relocation assistance
Subsidised office lunches

About the Company

SumUp is on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive.
Over 4 million businesses in 36 markets rely on SumUp as their financial partner.
The team consists of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset.
Core values foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth.
SumUp strives to create an environment where everyone belongs and feels supported.

Equal Opportunity

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce.
SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by Company policy.
SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce.
We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy.
Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.