CRM Executive

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

As our new CRM Executive, you'll be at the heart of our customer communications, building campaigns that improve customer satisfaction and retention. You will work closely with various teams across Marshmallow to bring our CRM strategy to life, focusing on delivering timely, accurate, and high-quality customer messages that reflect our mission.

What You'll Be Doing

• Manage the day-to-day production of multi-channel customer communications, including everything from initial scoping right through to reporting on campaign performance.

• We encourage a bold test-and-learn culture, so you'll have freedom to experiment with initiatives to increase policy sales, improve retention, and enhance customer experience.

• Report on and analyse campaign and channel performance, using insights to recommend improvements that enhance customer satisfaction and retention.

• Build and nurture relationships with cross-functional teams in the Customer Growth, Product, Design, Engineering, to ensure smooth delivery of CRM strategies.

• Use Braze (our ESP) to create and deploy campaigns and build personalised customer journeys.

• Write best-in-class content across email, push and SMS that drives conversion and adheres to Marshmallow’s unique tone of voice.

• Be accountable for the Quality Assurance (QA) of all communications, ensuring messages are clear, accurate, and customer-friendly.

• Contribute to the goals of the Content Guild - a small network of content designers and creators that work to set high standards and scale content across the organisation.

• Troubleshoot and identify areas of the customer communication experience that can be improved for greater efficiency and automation.

What we're looking from you

• 2+ years of experience in a CRM or email marketing role. Experience in financial services is a plus, but not essential.

• Previous experience using Braze or similar platforms is essential.

• Familiarity with HTML and liquid language to personalise communications.

• Strong interest in the technical aspects of CRM, including automation, data segmentation, personalisation.

• You possess an experimental mindset with a drive to understand how to improve CRM processes through automation and AI.

• Proven history of using content to positively impact conversion and KPIs through subject lines, messaging or microcopy.

• Exceptional attention to detail and a strong focus on quality and accuracy.

• Experience handling and analysing data is crucial, and familiarity with Looker is a plus.

• The ability to thrive in a fast-paced environment, managing multiple tasks and prioritising effectively.

• Previous experience using in-house tone of voice and brand guidelines.

• Excellent communication skills—able to clearly convey ideas and collaborate with colleagues across tribes.

• A can-do attitude and willingness to experiment and innovate in the CRM space.

Perks of the job

• Hybrid working - Spend  2-3 days a week with your team in our collaborative London office

• Competitive bonus scheme - designed to reward and recognise high-performance

• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years

• Work From Anywhere - 4 weeks of work from anywhere to use, with no need to come to the office

• Mental wellbeing support – Access therapy and mental health sessions through Oliva

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset

• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches

• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)

• Tech scheme - Get the latest tech for less

Plus all the rest; 33 days holiday, pension, cycle-to-work scheme, monthly team socials and company-wide socials every month!

Our Process

We break it up into 4 stages:

• Initial call with Sam Buss, Talent Acquisition Manager

• Deep dive into your skills and experience with Sam Parker, Senior CRM Manager

• A practical task looking at challenges Marshmallow may possibly face and your approach to solving them with 2 of our Team Members.

• A conversation with another member of the Senior Leadership Team to give you a rounded view of Marshmallow.

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications, we can’t give personal feedback on each one.

Background checks
To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this! 

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.