CRM Operations Manager

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you..

We have a great opportunity for an experienced CRM Operations Manager to join our Customer Marketing team. You'll act as the technical architect of our customer marketing engine, focused on supporting UW's digitalisation programme.

Our vision is simple, an effortlessly rewarding experience where customers only need to tell us something once. We are redesigning our digital landscape to ensure that being multi-service means being seamless, whether that’s a lightning-fast onboarding journey, automated home moves, or proactive push notifications. We are investing heavily on solving root causes, not just symptoms. We are looking for product-minded talent to own these journeys, turning complex utility data into simple, transparent, and high-value digital experiences that customers enjoy using.

We deliver progress. What you’ll do and how you will make an impact.

As a CRM Ops Manager at UW, your role's mission is to architect a resilient technical ecosystem and masterfully execute complex journey orchestrations, establishing the high-performance standards for our future CRM Operations growth.

Your core responsibilities will include:

• Operational Orchestration: own the end-to-end delivery of highly complex, multi-channel campaigns, defining the necessary processes and technical "how" to meet strategic business objectives.
• Functional Design: architect the technical workflows and documentation frameworks that will enable the team to scale, ensuring the CRM Ops function is resilient and ready for future growth.
• Independent Problem Solving: resolve complex automation conflicts and data bottlenecks through deep-dive analysis of SQL/Liquid logic, segmentation, and event-based triggers.
• Process Optimisation: use expert-level knowledge of Braze, Big Query or Knak to refine execution and optimise content module frameworks for maximum efficiency.
• Cross-Functional Influence: act as the lead technical consultant for Customer Marketing, Product, and CS, obtaining buy-in for operational initiatives and resolving conflicts across diverse stakeholders.
• Proactive
  
  Risk Management:
  
  anticipate platform risks and process opportunities within your stream, implementing mitigations before they impact performance or the P&L.
• Subject Matter SME: serve as the primary mentor for other teams, providing guidance on advanced training and setting the "Community of Practice" standards for CRM delivery.
• Resource Efficiency: track and monitor operational costs (messaging credits, data points, platform usage) to ensure the most efficient use of UW’s technology investment.

We work together. Your team and the people you will work with…

The CRM Operations Manager is the primary architect of our delivery standards and the operational anchor for our technical work streams. You act as the guardian of "how" we work, ensuring that the Community of Practice is translated into repeatable, high-quality processes. You partner closely with the Senior CRM Ops Manager to refine the technical talent ecosystem, proactively identifying growth opportunities and ensuring the department’s output is consistently resilient, scalable, and best-in-class.

To be successful in this role, here's the skills and experience we're looking for you to bring:

• Expert‑Level Delivery
  • Complex Execution: proven experience delivering results across complex, multi-workstream teams where you have built the operational roadmap from scratch.
  • Strategic Planning: a track record of taking broad objectives and presenting detailed plans of action that address business challenges through sophisticated CRM logic.
• Technical Domain Expertise
  • Technical Authority & Orchestration: deep, hands‑on expertise in Braze, Knak, and Big Query; you understand how these systems integrate to power flawless…