CRM Marketing Operations Manager – Salesforce Marketing Cloud

Location: Hybrid working - in office 10 days in every month. Central London offices, Zone 1.

Salary: £60,000 - £68,000 plus 10% bonus, pension, healthcare, life assurance, etc.

You’re going to be given control of a sizable part of this company’s product estate, and responsibility to oversee the development and continuous evolution of their email marketing and CRM capability which supports cross, upsell, re-engagement and retention marketing efforts for the business. It’s a multi-product category area with a customer base in the tens of millions, and as the manager, you will be charged with ensuring what you and your team are delivering evolves to become ‘best in class’, supported by some of the best martech tools available, and with a brilliant team alongside you within CRM strategy, planning, data planning and data science.

ABOUT THE ROLE

This is a technical CRM Ops role, but not a developer role. Overseeing a team of CRM Specialists who are responsible for the build, test and optimisation of CRM lifecycle customer journeys, principally over email. But also extend to onsite and app experiences too.

What sets the manager role apart from the team is the ability to step back and have a more holistic, bigger picture, strategic world view of CRM campaigns, and the challenges which might exist when considering how to create scalable, yet highly personalised journeys for customers for a company that has tens of millions of customers and a highly complex product set. As the manager, you’ll be adept at removing such complexities for your team, giving them a clear way forward, yet also maintaining that high degree of sophistication in personalisation and dynamic content within the campaigns and journeys they’re creating.

The main platform your team will be working with will be Salesforce Marketing Cloud, and specifically the Journey Builder tool. Coupled with Taxi for Email. Building emails within Salesforce and using AMPScript for dynamic content. Working through the logic behind customer journeys and the assets needed to support and automate them. Working with the content and campaign teams to ensure quality control before campaigns go live, as well as continuously refine and optimise campaigns through A/B testing. A good knowledge of HTML would be useful, but this isn’t the kind of role where you’ll be coding. It’s more just in case the team run into any campaign code issues and you’re able to drop in to provide support.

A lot of what you and your team will be aligned to are considered ‘growth markets’ with significant headroom for value enhancement, particularly through cross and upsell within the existing customer base.

About the company

They’re a consumer champion brand and a digital economy darling. Mission driven, highly creative and commercially sharp. The last couple of years have seen the business realise significant commercial success, culminating in consistent outperformance of commercial goals and objectives which have put the company in a very strong position going forwards. Their offices are located in Central London, within easy reach of a number of tube stations, not far from Shoreditch and Liverpool Street. But their working set up is hybrid, typically 2 days in office a week. The option is there to do more if you like, and their office is very much a destination worth going to. Modern, plush, creative, inspiring. In a great part of town and you’ll find you’ll be surrounded by like-minded people who enjoy spending time with each other (not just there because of company policy).

Experience Needed

• Must have a solid understanding of SFMC and particularly Journey Builder
• Previous line management experience of CRM / marketing automation specialists
• You have experience of working with dynamic content and personalisation, with good knowledge of AMPScript
• Ability to look at the bigger picture of highly complex, personalised campaigns with lots of variables and provide good strategic direction to your team in how to simplify the build, yet maintain the sophistication and personalisation capabilities.
• Pro-active mentality and nature, not wait for the work to come to you. Always looking for ways to improve a CRM programme and have you and your team have a positive impact on a business.
• Good understanding of how to build customer journeys and apply an overlay of lifecycle marketing to these.
• Good knowledge of A/B testing and email journey enhancement/optimisation. With the ability to utilise the data from these to improve CRM strategies.
• A real desire and mindset of ‘how can I make this better’ versus just churning out campaigns to meet deadlines – and not afraid to tear things up and start again if that’s what it takes to improve things.
• Appetite for continued learning and development. Always open to picking up a new skill or technology.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward. Or, for a chat and more information please contact me on: Colin Doree Head of Recruitment, Data & CRM Blue Pelican 01892 507122 colin@bluepelican.com