The Role
Workplace: White City, London - 2 days a week in the office
Fixed term contract: Until the end of 2026
The role
The CRM Platform Manager acts as the core Braze platform expert, delivering on key cross‑functional and integration projects supporting the CRM team's needs throughout the remainder of 2026. This includes driving the automation of CRM activity such as journey orchestration, trigger automation, enhanced personalisation, and support on core channel operations, marketing campaigns, and workflows. Alongside maintenance and hygiene optimisation of the platform, integrations, and data consumption pipelines.
This is a technical role so there will be a Braze proficiency‑based task as part of the recruitment process.
Main responsibilities
* Work with the CRM team to deliver against marketing and viewing outcomes, reflecting the wider media strategy and supporting ITV business objectives.
* Work with the Head of CRM, Senior CRM Manager, and MarTech team on viewer journey initiatives and touchpoints to improve viewer retention alongside the wider CRM marketing programme.
* Lead on project work related to journey orchestration, triggered campaign activity, improved automation, and personalisation to increase our CRM maturity and effectiveness over a critical project‑heavy period.
* Harnessing Braze's evolving AI capabilities and driving team adoption of tooling and features to improve CRM effectiveness and maturity.
* Interface with the MarTech team to monitor, optimise and document Braze platform consumption of data attributes and pipelines, helping ensure we are operating to best practices and within limits.
* Keep up to date on the latest data‑driven marketing trends and mentor the team to deliver innovative and impactful CRM activity, fostering a test and learn culture that accelerates optimisation and learning.
* Ensure all CRM activity is high quality, taking ownership and where needed, and providing feedback to the team.
* Ensure all CRM activity is in line with legal and privacy guidance and regulations.
* Help monitor the effectiveness of the CRM activity and guide the team towards optimisation and change which increases impact on KPIs.
Skills you'll need (minimum criteria)
* Technical CRM professional with a proven success working with multiple stakeholders in complex businesses.
* Experienced in the Braze platform and its capabilities and integrations, with proven technical experience and certifications (required).
* Experience with Liquid, SQL, and HTML is a plus.
* Highly experienced in planning, executing and optimising CRM.
* Strong communication skills with the ability to build strong relationships across a range of business areas.
* Strong leadership skills with the ability to hold others accountable and enforce change where needed.
* Highly data‑literate with proven experience interpreting data to aid decision making and make recommendations.
Other things we're looking for (key criteria)
* Thrives in a fast‑paced, dynamic environment.
* Flexible and able to adapt to changing circumstances.
* A can‑do, collaborative, get‑things‑done approach.
* Strong understanding of data compliance requirements in electronic communications.
* A marketing related qualification is desirable.
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