Job Description
Company Description
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.
Job Description
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, BigQuery 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 workstreams. 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.
Qualifications
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 BigQuery; you understand how these systems integrate to power flawless execution.
- Troubleshooting & Process Engineering: you serve as the ultimate escalation point for diagnosing complex automation or data failures and can re-engineer workflows for scale.
- Capability Building & Mentorship
- Designing for Scale: experience identifying the technical skillsets and structural requirements needed for a function to grow over a 12-month horizon.
- Advanced Coaching: demonstrated ability to mentor peers and cross-functional partners, fostering a culture of technical excellence without the need for formal reporting lines.
- Core behaviours:
- Guardian of Excellence: you don’t just manage the “now”, you proactively build the process design and documentation required for the “next”.
- Sound Judgment: you are a trusted decision-maker who resolves complex dependencies with a deep understanding of data and customer impact.
- Adaptable Orchestrator: you demonstrate adaptability by suggesting pivots that enable the business to “do the right thing” and refining execution to capitalise on opportunities.
- Confident Communicator: you influence cross-functional teams to obtain buy-in for operational initiatives, reaching consensus on varied and complex challenges.
- Performance Driver: you proactively drive performance by refining execution and anticipating platform risks before they impact the business.
Additional Information
So why pick UW?
We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:
- An industry benchmarked salary. We’ll share it during your first conversation.
- Share Options and a Save as You Earn scheme.
- Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
- Electric Car salary sacrifice scheme through Tusker
- Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
- A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.
- Family-friendly policies, designed to help you and your family thrive.
- Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.
- Belonging groups that help UW shape an even more inclusive future.
- A commitment to helping you develop your career journey through learning, coaching and new experiences
Apply here!
You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!
Claire Fennell will be your point of contact throughout the recruitment process.
Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.
Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
