CRM Operations Executive

About us

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. 

Great journeys start with Trainline 🚄 

Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 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 as simple, seamless, eco-friendly and affordable as it should be. 

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. 

Introducing the Trainline CRM Team 👋

The CRM team plays an important role in helping customers get the most from Trainline through timely, relevant and engaging communications across email, push and in-app channels. As our CRM Operations Executive, you’ll help bring customer journeys to life by combining technical CRM expertise, data-driven thinking and a strong focus on customer experience.

In this role, you’ll work closely with CRM Campaigns, CRM Data, Data Science, Engineering and other partners across the business to deliver high-quality, personalised engagement programmes. You’ll support the build, deployment and optimisation of campaigns in Braze, helping ensure our communications are accurate, measurable and aligned to business goals.

In this role as the CRM Operations Executive, you will...🚄

• Build and deliver complex, high-volume and dynamic CRM campaigns across email, push and in-app channels, using Braze to create personalised customer experiences.

• Work closely with CRM Tech and CRM Campaigns teams to use customer data effectively, supporting engaging communications and lifecycle journeys.

• Use tools such as Liquid templating language, regex and HTML/CSS to support campaign personalisation, dynamic content and technical CRM execution.

• Oversee the deployment of marketing communications, ensuring content is efficient, optimised and delivered to the right customers at the right time.

• Support campaign measurement by helping ensure performance can be tracked effectively and contributes to wider CRM and business goals.

• Share actionable insights and recommendations to improve engagement, conversion and the overall effectiveness of CRM activity.

• Act as a knowledgeable user of Braze, helping the team get the best from the platform while supporting troubleshooting, bug fixes and campaign improvements.

• Produce clear documentation for key projects and support quality assurance processes to make sure campaigns are set up accurately and personalisation works as intended.

We'd love to hear from you if you have...🔍

• Experience working with Braze or a similar CRM, customer engagement or marketing automation platform, such as Adobe Campaign Manager, Salesforce Marketing Cloud or Microsoft Dynamics.

• Hands-on experience building multi-channel customer journeys and outbound marketing campaigns across channels such as email, push and in-app messages.

• A good understanding of customer segmentation, data flows and how data can be used to power relevant and personalised CRM activity.

• Working knowledge of HTML/CSS, with experience using Liquid or similar templating languages being helpful.

• Experience supporting pre and post-campaign reporting, with the ability to use insights to recommend improvements.

• A customer-focused mindset, with a genuine interest in creating communications that are useful, relevant and engaging.

• Confidence explaining technical concepts clearly to different audiences, including people with both technical and non-technical backgrounds.

• A curious, collaborative and proactive approach to problem-solving, with the ability to work effectively with a range of stakeholders.

More information:

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! 

We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: 

• 💭 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.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!