CRM Operations Manager

Your role:
We are looking for a detail‑oriented and hands‑on CRM Operations Manager to join our CRM team at The Times and The Sunday Times. You will play a pivotal role in the end‑to‑end execution of campaigns that support our acquisition, retention, and engagement goals. This role is ideal for someone who enjoys working in CRM platforms and campaign tools, with strong operational discipline and a knack for building efficient workflows.

• Be the owner of audience build, segmentation and journey build in the Customer Data Platform (Hightouch)
• Build, test, and deploy multi‑channel campaigns (email, push, in‑app and SMS) with precision and consistency
• Develop and maintain workflow automations, campaign journeys, and segmentation logic
• Carry out campaign QA and proofs to ensure flawless execution
• Collaborate with CRM managers and creatives on a daily basis
• Define and document processes, standards, and QA frameworks to ensure consistent, high‑quality delivery
• Support continuous optimisation of campaigns by ensuring accurate tagging, tracking and reporting set‑up
• Troubleshoot campaign or workflow issues and recommend operational improvements
• Stay current with CRM technologies, bringing forward new ideas for improving efficiency and effectiveness

• Proven hands‑on experience with Real‑Time CDP and execution across CRM tools (Adobe, Salesforce, Braze, Hightouch, or similar)
• Proven experience working with data, ideally with a strong focus on audience data and segmentation
• Proven ability to own workflows, campaign builds, and QA processes
• Strong attention to detail with excellent operational discipline
• Understanding of customer lifecycle marketing and data‑driven segmentation
• SQL knowledge (preferred but not essential), or an understanding of data interrogation and selection
• A highly collaborative approach and excellent communication skills with a large number of stakeholders

At News UK, we know the value of working together, which is why we operate a hybrid working policy with a minimum of three days a week in the office. Being in the office allows us to collaborate, innovate, and thrive as a team in our vibrant and dynamic workspace.