CRM Technology Manager (Braze Specialist)

📋 Description

• • As a CRM Technology Manager with a specialization in Braze, you will be the pivotal technical owner responsible for the comprehensive management, optimization, and strategic evolution of ClearScore's global CRM infrastructure.
• • This role is deeply hands-on, requiring you to architect, integrate, monitor, and continuously enhance our Customer Relationship Management (CRM) platform and its associated vendor ecosystem, ensuring it remains stable, scalable, compliant, and fully capable of supporting multi-channel growth initiatives.
• • You will be instrumental in ensuring the Braze platform and related technologies (including SparkPost/ESP, Branch, Validity, Hightouch, and Databricks) are not only operational but also architected for long-term scalability and performance.
• • A key responsibility involves defining and rigorously maintaining scalable event taxonomies, naming conventions, and governance standards to ensure data integrity and consistency across all CRM activities.
• • You will be tasked with building and maintaining comprehensive documentation, integration specifications, and operational playbooks that can be effectively scaled across global markets.
• • Ensuring robust email and push notification deliverability will be paramount, requiring hands-on management of SPF, DKIM, DMARC records, IP warming strategies, token management, and message throttling.
• • Proactively identifying and mitigating systemic risks within the CRM platform before they can negatively impact commercial performance is a critical aspect of this role.
• • You will serve as the primary point of contact for second-line escalation support, tackling complex technical issues within the CRM ecosystem.
• • Collaborating closely with Data Engineering, you will define, optimize, and validate the CRM data model, ensuring seamless end-to-end data flows from application to warehouse to Braze and ultimately to campaign outputs.
• • Establishing and maintaining clear data contracts between the Engineering and CRM teams will be essential for smooth data integration and management.
• • You will oversee SDK integrations and API-triggered messaging across both web and native mobile application environments, ensuring seamless communication and user engagement.
• • A crucial part of the role involves ensuring that identity resolution, consent handling mechanisms, and data schema alignment are robust, compliant, and future-proofed.
• • You will be responsible for designing and optimizing complex customer journey workflows within Braze (Canvases) across various markets, ensuring efficiency and effectiveness.
• • Building scalable, reusable HTML/CSS/Liquid templates for marketing communications will be a core technical contribution.
• • You will leverage advanced Braze capabilities, including Webhooks, Connected Content, Catalogs, API-triggered campaigns, and sophisticated personalization logic, to enhance campaign performance and user experience.
• • Championing best practices in segmentation, targeting, and campaign performance optimization will be key to driving marketing success.
• • You will actively support the development and implementation of experimentation frameworks in partnership with the CRM and Data teams.
• • A significant objective will be to architect and operationalize new CRM channels, such as WhatsApp, SMS, or in-app messaging, from end-to-end. This includes designing consent models, managing SDK/API integrations, defining event schemas, and establishing performance measurement frameworks.
• • You will scope the architecture, integration requirements, consent models, and testing frameworks for these new channel expansions.
• • Developing playbooks to ensure repeatable, high-quality rollouts of new channels across different markets is essential for global consistency.
• • You will continuously identify opportunities to enhance the Martech ecosystem and improve platform utilization, evaluating new Braze features and emerging capabilities pragmatically.
• • Contributing to the strategic roadmap for a best-in-breed Martech stack that effectively supports both CRM and Performance Marketing teams is a key long-term goal.
• • Within the first six months, you will finalize and stabilize the UK migration to Braze, expand CRM capabilities into at least one new channel, and improve platform reliability, documentation, and QA standards.
• • You will also be expected to help demonstrate clear ROI from enhanced Braze utilization, build strong trust with Senior CRM Managers as the technical authority, and establish a clear vision for future Martech capabilities.