About the team:
The CRM Operations team is a core function within SumUp's CRM & Lifecycle Chapter, sitting under the Run & Grow tribe. Our mission is to empower the wider CRM team to focus on strategy and merchant engagement by owning operational execution, technical implementation, and process scalability end-to-end.
The CRM Chapter is structured into two closely connected functions: CRM Lifecycle Strategists, who own strategy and business line relationships, and CRM Operations Managers, who own the technical and operational delivery that brings those strategies to life. As the CRM Operations Manager, you'll sit at the heart of that delivery, building the operational backbone that allows the team to scale and consistently deliver high-quality CRM initiatives.
You'll collaborate closely with CRM Lifecycle Strategists, Technical CRM Managers, Product, Content, Design and Localization teams, working across campaigns, journeys, and technical implementations that directly impact merchant engagement at scale.
What you’ll do:
- Implement campaigns and customer journeys end-to-end in Iterable, from technical assessment of briefs through to launch and 1st-level QA by ensuring every initiative meets quality standards
- Evaluate campaign briefs to propose optimal technical solutions, leading technical discussions and delivering new functionalities or data points as required
- Build, maintain, and expand the CRM Knowledge Base, documenting best practices, step-by-step guides, and working processes for the entire team
- Create new working processes from scratch where gaps exist, ensuring scalability, quality consistency, and knowledge sharing across the team
- Independently identify, troubleshoot, and optimise underperforming journeys, communicating incidents promptly to stakeholders
- Develop the channel portfolio and contribute to implementing contact policy and maintaining live journeys
- Optimise production processes across design systems, content implementation, and translations to improve team efficiency and output quality
You’ll be great for this role if you:
- Have experience in CRM, marketing automation, or a closely related field
- Are proficient in HTML/CSS for email asset production and have strong hands-on experience with at least one major CRM/marketing automation platform (e.g. Braze, Salesforce Marketing Cloud, HubSpot, Iterable)
- Have strong SQL skills, able to independently query CRM data views, build audiences, and validate campaign data
- Have demonstrated experience building and maintaining operational processes, documentation, or knowledge bases
- Bring a sharp eye for detail with proven experience performing QA on campaign assets and journeys
- Are an independent, self-driven operator. You own projects with minimal guidance and are comfortable making decisions within your area of work
- Are a clear, structured communicator, you are able to translate technical topics for non-technical stakeholders and document findings in a way others can use
- Are comfortable with ambiguity, you can build structure and processes from scratch in fast-moving, evolving environments
Why you should join SumUp:
🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup
🧑🔬 We take learning and experimentation seriously with Hack Days every second Friday, and entire global Hack Weeks.
🌈 Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
📚 A dedicated annual L&D budget of €2,000 for attending conferences and/or advancing your career through further education
🚀 Enrolment onto our VSOP program: You will own a stake in SumUp’s future success
💶 A corporate pension scheme where we match up to 20% of your contributions
🔄 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp
🔗 Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team
🚵🏾♂️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, relocation assistance, subsidised office lunches
SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by Company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
About us:
Be empowered to do more that matters.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 36 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.
Explore career opportunities with us and join a team driven by collaboration, innovation, and a shared vision of creating a world where everyone can build a thriving business. Discover more about our vibrant and inclusive work culture and how we work on our careers website, and follow our journey on LinkedIn and Instagram.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.
Skills Required
- Experience in CRM, marketing automation, or closely related field
- Proficiency in HTML/CSS for email asset production
- Hands-on experience with at least one major CRM/marketing automation platform (e.g., Iterable, Braze, Salesforce Marketing Cloud, HubSpot)
- Strong SQL skills to query CRM data views, build audiences, and validate campaign data
- Experience building and maintaining operational processes, documentation, or knowledge bases
- Proven experience performing QA on campaign assets and journeys
- Ability to independently own projects and make decisions with minimal guidance
- Clear, structured communication and ability to translate technical topics for non-technical stakeholders
- Comfortable working with ambiguity and building processes from scratch
SumUp Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SumUp and has not been reviewed or approved by SumUp.
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Leave & Time Off Breadth — Paid time off is positioned as a standout, including 22 vacation days that increase with tenure, public holidays, a quarterly Wellness Day, special leave, and a fully paid one‑month sabbatical after three years. This combination makes time-off benefits feel notably robust in the overall rewards package.
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Healthcare Strength — Health coverage is described as comprehensive, with medical plan options (including carriers such as Cigna and Kaiser) plus dental and vision. Company-paid life insurance and disability coverage are also part of the protection package in the U.S. materials.
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Retirement Support — Retirement benefits include a published 401(k) match formula that provides an employer match up to a stated cap. The clarity of the match structure supports straightforward evaluation during offer comparisons.
SumUp Insights
What We Do
SumUp believes that every business should have access to affordable, easy-to-use financial solutions, no matter their size. That’s why more than 3 million businesses worldwide rely on SumUp to run their business. What started out as one card reader has now turned into a range of payment hardware, banking solutions, marketing, and loyalty tools, invoicing, and so much more. From sales and marketing to product and engineering, our cross-functional US team works together to ensure that small business owners can be successful doing what they love.
Why Work With Us
SumUp USA is part of the global SumUp organization that stretches across multiple continents from Berlin to Sao Paulo. Our teams are multicultural, have a collaborative mindset and bold goals. Join our mission if you want to become part of the success story and help empower over 3 million merchants using SumUp already!
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