CRM Operations Executive

CRM Operations Executive

Join us at Trainline to apply for the CRM Operations Executive role.

💻
Permanent £40-45K • 📍 London (Hybrid, 40% in office)

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is simple, seamless, eco‑friendly and affordable.

Today, we’re a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high‑speed journey.

• Work closely with the CRM Tech and CRM Campaigns teams to use our customer model and deliver highly engaging communications & lifecycle journeys via email and app.
• Build complex, high‑volume and dynamic marketing campaigns in Braze leveraging Liquid templating language / regex.
• Oversee the deployment of our marketing communications to ensure efficient and optimised content for our customers – delivering the right message at the right time – and ensuring campaign performance is measurable and contributes to business KPIs.
• Support continuous improvement by providing actionable insights, and recommending optimisations to improve engagement and conversion to support the overall CRM strategy.
• Be the subject matter expert of our customer engagement platform (Braze).
• Produce documentation detailing the implementation for key projects while coordinating with other members of the team to share learning and support new initiatives.
• Assist the team in the quality assurance process, making sure the campaign is accurately set up and personalisation is implemented correctly.
• Assist the team with bug fixes and blacklist requests, allocating and completing tickets in a timely manner.

• Ideally, experience and working knowledge of Braze or similar experience with CRM solutions; CEP/ESP/IMP (Adobe Campaign Manager, Salesforce / Microsoft Dynamics)
• Hands‑on experience with building complex multi‑channel (email, push, in‑app messages) customer journeys and outbound marketing initiatives. Proactively and autonomously working on establishing segmentation and A/B test needs.
• Working knowledge of HTML/CSS. Experience in Liquid would be ideal.
• An understanding of customer segmentation and how data flows, and how to best use these to power our CRM campaigns.
• Experience with pre/post campaign reporting.
• Passionate about the customer experience and driving customer success.
• Able to articulate and convey technical concepts to a mixed audience.
• Curious and proactive problem‑solver able to collaborate effectively with diverse stakeholders.

Enjoy fantastic perks like private healthcare & dental insurance, a generous work-from-abroad policy, 2‑for‑1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family‑friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

• 💭 Think Big – We're building the future of rail
• ✔️ Own It – We focus on every customer, partner and journey
• 🤝 Travel Together – We're one team
• ♻️ Do Good – We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity – gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.