Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
About the role
- CRM Operations Executive at Trainline managing complex email and app campaigns. Collaborate with teams to optimize customer engagement using vast datasets and enhance CRM strategies.
Responsibilities
- Work closely with the CRM Tech and CRM Campaigns teams
- Build complex, high volume and dynamic marketing campaigns in Braze
- Oversee marketing communications deployment for efficiency
- Support continuous improvement with actionable insights
- Be the subject matter expert of the customer engagement platform
- Produce documentation for key projects
- Assist in quality assurance processes
- Help with bug fixes and ticket management
Requirements
- Experience and working knowledge of Braze or similar CRM solutions (Adobe Campaign Manager, Salesforce / Microsoft Dynamics)
- Hands-on experience with building complex multi-channel customer journeys and outbound marketing initiatives
- Working knowledge of HTML/CSS; Experience in Liquid is ideal
- Understanding of customer segmentation and data flows
- Experience with pre/post campaign reporting
- Passionate about the customer experience
- Ability to articulate and convey technical concepts to diverse audiences
- Curious and proactive problem-solver
Benefits
- Private healthcare & dental insurance
- Generous work from abroad policy
- 2-for-1 share purchase plans
- EV Scheme to further reduce carbon emissions
- Extra festive time off
- Excellent family-friendly benefits
- Clear career paths
- Transparent pay bands
- Personal learning budgets
- Regular learning days
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