CRM Operations Executive

We’re looking for a highly motivated individual with a background in the technical side of CRM (email/push) and both an aptitude and a desire to grow their knowledge and skillset in a fast paced, yet supportive, environment. The ideal candidate will be technically minded with a solid understanding of how data can be used to power CRM.

This is an exciting role providing the opportunity to deliver best-in-class, multichannel engagement programmes by leveraging our huge datasets and working closely with a wide range of stakeholders - The role requires close collaboration with the CRM Campaigns, CRM Data, Data Science and Engineering teams providing plenty of breadth for cross-functional learning and idea generation.

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Responsibilities

• Work closely with the CRM Tech and CRM Campaigns teams to use our customer model and deliver highly engaging communications & lifecycle journeys via email and app.
• Building complex, high volume and dynamic marketing campaigns in Braze leveraging Liquid templating language / regex.
• Overseeing the deployment of our marketing communications to ensure efficient and optimised content for our customers – delivering the right message at the right time – and ensuring campaign performance is measurable and contributes to business KPIs.
• Support continuous improvement by providing actionable insights, and recommending optimisations to improve engagement and conversion to support the overall CRM strategy.
• Be the subject matter expert of our customer engagement platform (Braze).
• Produce documentation detailing the implementation for key projects while coordinating with other members of the team to share learning and support new initiatives.
• Assisting the team in the quality assurance process, making sure the campaign is accurately setup and personalisation is implemented correctly.
• Assisting the team with bug fixes and blacklist requests, allocating and completing tickets in a timely manner.

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Qualifications

• Ideally, experience and working knowledge of Braze or similar experience with CRM solutions; CEP/ESP/IMP (Adobe Campaign Manager, Salesforce / Microsoft Dynamics)
• Hands-on experience with building complex multi-channel (email, push, in-app messages) customer journeys and outbound marketing initiatives. Proactively and autonomously working on establishing segmentation and A/B test needs.
• Working knowledge of HTML/CSS. Experience in Liquid would be ideal.
• An understanding of customer segmentation and of how data flows, and how to best use these to power our CRM campaigns
• Experience with pre/post campaign reporting.
• Passionate about the customer experience and driving customer success
• Able to articulate and convey technical concepts to a mixed audience.
• Curious and proactive problem-solver able to collaborate effectively with diverse stakeholders.