CRM Manager - Operations

About the team:

The CRM Operations team is a core function within SumUp's CRM & Lifecycle Chapter, sitting under the Run & Grow tribe. Our mission is to empower the wider CRM team to focus on strategy and merchant engagement by owning operational execution, technical implementation, and process scalability end-to-end.

The CRM Chapter is structured into two closely connected functions: CRM Lifecycle Strategists, who own strategy and business line relationships, and CRM Operations Managers, who own the technical and operational delivery that brings those strategies to life. As the CRM Operations Manager, you'll sit at the heart of that 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.

What you'll do:

Implement campaigns and customer journeys end-to-end in Iterable, from technical assessment of briefs through to launch and 1st-level QA by ensuring every initiative meets quality standards

Evaluate campaign briefs to propose optimal technical solutions, leading technical discussions and delivering new functionalities or data points as required

Build, maintain, and 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

You'll be great for this role if you:

Have experience in CRM, marketing automation, or a closely related field

Are proficient in HTML/CSS for email asset production and have strong hands-on experience with at least one major CRM/marketing automation platform (e.g. Braze, Salesforce Marketing Cloud, HubSpot, Iterable)

Have strong SQL skills, able to independently query CRM data views, build audiences, and validate campaign data

Have demonstrated experience building and maintaining operational processes, documentation, or knowledge bases

Bring a sharp eye for detail with proven experience performing QA on campaign assets and journeys

Are an independent, self-driven operator. You own projects with minimal guidance and are comfortable making decisions within your area of work

Are a clear, structured communicator, you are able to translate technical topics for non-technical stakeholders and document findings in a way others can use

Are comfortable with ambiguity, you can build structure and processes from scratch in fast-moving, evolving environments

Why you should join SumUp:

Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup

‍ We take learning and experimentation seriously with Hack Days every second Friday, and entire global Hack Weeks.

Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

A dedicated annual L&D budget of €2,000 for attending conferences and/or advancing your career through further education

Enrolment onto our VSOP program: You will own a stake in SumUp's future success

A corporate pension scheme where we match up to 20% of your contributions

30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp

Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team

‍️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, relocation assistance, subsidised office lunches

About us:

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 36 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

Explore career opportunities with us and join a team driven by collaboration, innovation, and a shared vision of creating a world where everyone can build a thriving business. Discover more about our vibrant and inclusive work culture and how we work on our careers website, and follow our journey on LinkedIn and Instagram.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.