CRM Technology Manager (Braze Specialist)

Overview

CRM Technology Manager (Braze Specialist) 

Role Purpose

• We’re looking for a hands-on CRM Technology Manager (Braze Specialist) to own and optimise our global CRM infrastructure.
• With migration to Braze largely complete, this role moves into full technicalownership — ensuring our CRM ecosystem is stable, scalable, compliant, andcapable of supporting multi-channel growth.
• You will architect, integrate, monitor, and continuously improve our CRM platform and vendor ecosystem — working closely with CRM, Data Engineering, and Product Engineering teams.
• This is a deep operator role. You will build, debug, and take root-cause ownership— not just advise.

Reporting & Team Context

• You’ll be part of a close-knit Martech team supporting CRM and Performance Marketing capability.
• Senior CRM Managers will rely on you to unlock Braze’s full potential.
• Data Engineering partners with you on CRM data models and optimisation.
• Native and Web Engineering teams work with you to integrate CRM intoproduct and app channels.
• A Marketing Technology Support Specialist provides 1st-line support; you provide 2nd-line technical expertise and are protected to focus on strategic platform improvements.
• There is no direct line management, but you will be a technical authority in this space.

Key Responsibilities

• Platform Ownership
• Act as the technical owner of Braze and the wider CRM vendor ecosystem
• Braze, SparkPost/ESP, Branch, Validity, Hightouch, Databricks).
• Ensure the platform is stable, scalable, and architected for long-term growth.
• Define and maintain scalable event taxonomies, naming conventions, and governance standards.
• Build and maintain documentation, integration specs, and playbooks that scale globally.
• Ensure strong deliverability practices across email and push (SPF, DKIM,DMARC, IP warming, token management, throttling).
• Identify and mitigate systemic CRM platform risks before they impact commercial performance.
• Provide second-line escalation support for complex CRM technical issues.

Data & Integration Architecture

• Partner with Data Engineering to define and optimise the CRM data model.
• Validate and debug data flows end-to-end (app → warehouse → Braze →campaign output).
• Define and maintain clear data contracts between Engineering and CRM.
• Oversee SDK integrations and API-triggered messaging across web and nativeapp environments.
• Ensure identity resolution, consent handling, and schema alignment are robustand future-proof.

Advanced Braze Build & Optimisation

• Design and optimise complex Canvas journeys across markets.
• CRM Technology Manager (Braze Specialist) V2 2
• Build scalable, reusable HTML/CSS/Liquid templates.
• Leverage advanced Braze capabilities including Webhooks, Connected Content, Catalogs, API-triggered campaigns, and personalisation logic.
• Champion best practice segmentation, targeting, and performanceoptimisation.
• Support experimentation frameworks in partnership with CRM and Data.

Channel Expansion

• Architect and operationalise new CRM channels (e.g. WhatsApp, SMS, in-app)end-to-end, including consent model design, SDK/API integration, eventschema definition, and performance measurement frameworks.
• Scope architecture, integration requirements, consent models, and testingframeworks.
• Build playbooks to ensure repeatable, high-quality rollout across markets.

Martech Roadmap & Capability Growth

• Identify opportunities to improve our Martech ecosystem and platform usage.
• Evaluate new Braze features and emerging capabilities pragmatically.
• Contribute to shaping a best-in-breed Martech stack that supports CRM andPerformance Marketing teams.

Success in the First 6 Months

• Finalise and stabilise the UK migration to Braze.
• Expand CRM beyond predominantly email and push into at least one newchannel (e.g. WhatsApp, SMS, in-app), with strong architecture andgovernance.
• Improve platform reliability, documentation, and QA standards.
• Help demonstrate clear ROI from improved Braze utilisation.
• CRM Technology Manager (Braze Specialist) V2 3
• Build trust with Senior CRM Managers as the go-to technical expert.
• Establish a clear view of “what next” in Martech capability.

Skills & Experience

Essential

• Deep, hands-on experience administering Braze (or comparable CEP),including advanced Canvas builds and complex Liquid logic.
• Strong technical capability across
• SDKs, APIs, SQL, data modelling, and ETL pipelines
• Experience debugging data issues end-to-end across product, warehouse,and CRM platforms.
• Experience defining and maintaining scalable event taxonomies and CRM data schemas
• Hands-on experience integrating CRM into native app and web environments,including push (APNs/FCM) and in-app messaging.
• Experience launching or operationalising new CRM channels (SMS,WhatsApp, in-app).
• Strong understanding of email and push deliverability best practice
• Ability to build scalable, reusable templates using HTML, CSS, and Liquid
• Experience implementing governance, QA frameworks, and permission models within CRM platforms.
• Comfortable working cross-functionally with CRM, Data Engineering, andProduct Engineering.
• Strong documentation and communication skills.
• Experience working in regulated or PII-heavy environments.

Desirable

• Experience completing or stabilising a multi-market CRM platform migration.
• Familiarity with warehouse-native CRM setups (e.g. Databricks + Reverse ETLtools).
• Exposure to AI-enabled marketing capabilities.
• Experience working in global or multi-market environments.
• Fintech or regulated industry experience.