Senior CRM Specialist

Shape how millions of fans discover events with personalized journeys that actually feel personal.

Job description

At TicketSwap, we’re on a mission to be the experience marketplace every fan loves. By bringing fans and experiences together on our marketplace, we help people go to more events they love while supporting organisers in building lasting success.

With over 19 million fans across 36 countries, we’re scaling fast and making big bets on how we connect with our users. As a Senior CRM Specialist, you’ll play a key role in making our communication smarter, more relevant, and more human.

Are you ready to turn data, creativity, and timing into messages fans actually want to receive?

What You’ll Do

You’ll own CRM end-to-end together with another CRM Specialist, with a strong focus on personalisation and lifecycle impact. From building a personalised event agenda to improving how and when we reach fans, your work will directly shape engagement and retention across key European markets.

Your focus will be on moving from legacy CRM to a more flexible, data-driven setup, while raising the bar on what great CRM looks like at TicketSwap.

Your responsibilities:

• Build and optimise personalised email journeys that help fans discover events they’ll love
• Improve push and in-app messaging to increase relevance, timing, and engagement
• Lead the migration of key user journeys from our legacy CRM setup to Braze
• Own and continuously improve at least 5 core lifecycle journeys end-to-end
• Use data and experimentation to drive performance across engagement and conversion metrics
• Define, track, and optimise CRM KPIs, while contributing to wider performance marketing OKRs
• Work closely with a Machine Learning Engineer to unlock smarter personalisation opportunities
• Collaborate with Design and Content to create messages that feel clear, relevant, and on-brand
• Partner with a Campaign Developer to build scalable and flexible CRM workflows
• Identify opportunities to automate, simplify, and improve how we communicate with fans
• Translate insights into clear actions and continuously raise the quality of our CRM output
• Stay close to our key markets (starting with the Netherlands and other core European regions) and adapt messaging accordingly

Job requirements

About You

• You have 5+ years of experience in CRM, lifecycle marketing, or a similar role
• You are data-savvy: not only you can run complex analysis to drive insights, but you understand data structure and data flows to enable and grow CRM results
• You’ve worked in a marketplace, platform, or high-scale digital product environment
• You’re comfortable owning CRM performance and making decisions based on data
• You have hands-on experience with modern CRM tools (experience with Braze is a strong plus)
• You understand how to balance creativity with performance and experimentation
• You know how to personalise at scale, not just segment
• You enjoy working cross-functionally with Data, Product, Design, and Engineering
• You’re proactive and take ownership without waiting for perfect direction
• You’re comfortable improving existing systems while building towards something better
• You communicate clearly and keep things simple, even when the setup isn’t

Why You’ll Love It Here

• You’ll join a team that values strong ideas over hierarchy and gives you real ownership from day one.
• At TicketSwap, you’ll have the space to experiment, improve, and build CRM that genuinely adds value for fans.
• You’ll work on a product used by millions, in a company where collaboration is the default and impact is visible.
• We move fast, learn as we go, and build things that matter.

Practical details

• Reporting to: Head of Performance Marketing
• No relocation support provided