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CRM Specialist - 15 month secondment opportunity

Solihull

This role exists to plan and execute relevant, and personalised customer communications across CRM channels, aligning to CRM, commercial and wider Digital objectives both, globally and regionally. This is a 15-month maternity cover opportunity as a secondment. 

WHAT YOU'LL BE DOING:

Responsible for: 

  • Form an in-depth understanding of our customer through a lifecycle, churn and behavioral lens; to develop and execute online and offline global CRM communications, that drive measurable results and customer engagement, driven by data and insights.  
  • Plan, brief, build, QA, segment and schedule customer-first, communications across channels (email, push, SMS, in app messaging and content cards) based on data provided including; demographic, behavioural, and data from previous communication performance. 
  • Collaborate with Lifecycle partners to ensuring audiences are briefed in time, and are in line with campaign objectives.  
  • Identify and execute testing opportunities within the customer lifecycle. 
  • Manage Quality Assurance (QA) process by ensuring channel content, audience and send schedule are aligned with the send schedule. 
  • Undertake weekly, monthly, quarterly and annual reporting on core CRM metrics against key performance indicators (KPIs), providing sound recommendations on optimisations and opportunities.  
  • Carry out post-campaign analysis in a timely manner with clear and actionable. recommendations.  
  • Understands the technical details behind channel communications and is able to identify and resolve issues. 
  • Collaborate cross-functionally to provide actionable solutions to Digital team objectives. 
  • Build strong and long-lasting relationships with key partners to ensure flawless delivery for all channels. 
  • Work closely with our internal creative team, where appropriate, on the creative output for the channel to ensure assets are briefed in, delivered, and executed in a timely manner and to the standard required. 
  • Collaborate with other Marketing teams ensuring cross-channel alignment on marketing strategies and communications. 
  • Manage task list, understand priorities, and provide timely feedback on risk of tasks not being completed and wider impact they may have. 
  • Continuously looking for ways to improve processes and ways of working.  
  • Stay on top of industry news and CRM trends to ensure continuous professional and personal growth and challenge our communications.  

   

Accountable for: 

  • Executing overall CRM strategy, regionally and globally.  
  • Planning, delivering, and measuring CRM activity, ensuring campaigns meet ROI targets and objectives (Campaign calendar). 
  • Executing test & learn initatives. 
  • Monitoring performance and making recommendations based on performance.  
  • Ensuring collaboration across Marketing campaign stakeholders to ensure campaigns are being executed with clear objectives, visibility into other Marketing tactics and debrief post-campaign.   

WHAT YOU'LL NEED:

Essential Skills & Experience  

  • 1+ years experience in CRM or customer marketing related role. 
  • Passionate about customers and providing a great customer experience. 
  • Comfortable with change and promotes agility in self and ways of working. 
  • Naturally curious and KPI driven.  
  • Knowledge of audience segmentation. 
  • High attention to detail.  
  • Strong communication skills (written and verbal).    
  • Ability to manage and prioritise multiple campaigns. 
  • Be flexible towards out of hours and some unsociable working hours if required. 

  

Preferred Skills & Experience: 

  • Experience within email, CRM or lifecycle marketing. 
  • Experience running omni-channel campaigns through CEP (Braze preferred). 
  • E-commerce or B2C marketing is a plus. 
  • Hands on experience with analytics platforms and database tools. 
  • HTML experience is a plus. 
  • An understanding and appreciation for the wider marketing funnel and how channels. work together for success.  
  • Competent with MS Office suite.  
  • Willing to challenge and be challenged. 
  • Willingness to give and receive effective feedback. 
  • Comfortable with ambiguity, are action- oriented, and self-motivated.  
  • Comfortable with change and promotes agility in self and ways of working. 

 

CLOSING DATE: Wednesday 13th August 2025

 

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