At a Glance
- Tasks: Drive CRM strategies and optimise consumer care programmes across Western Europe.
- Company: Join British American Tobacco, a global leader in innovation and change.
- Benefits: Enjoy competitive bonuses, flexible holidays, and diverse health plans.
- Other info: Embrace a culture of inclusivity and continuous personal development.
- Why this job: Be part of a transformative journey that impacts consumer experiences.
- Qualifications: Experience in CRM or digital marketing with strong analytical skills.
The predicted salary is between 39600 - 48400 £ per year.
BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry
To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!
British American Tobacco UK has an exciting opportunity for a CRM & Consumer Care Development Executive in Chiswick, London
The Omnichannel CRM & Consumer Care Development Executive supports the design, delivery and optimisation of CRM and Consumer Care programmes across Western Europe.
The role contributes to strategy and executes data-led, compliant activations across the ACR framework to drive consumer acquisition, engagement and retention.
It ensures effective delivery of CRM initiatives aligned to business targets, while leveraging performance data and insights to continuously optimise results.
The ideal candidate combines creativity, consumer insight and data to build effective CRM journeys, with strong capability in omnichannel activation and project management.
- Your Key Responsibilities Will Include
- Analyse consumer trends, competitive landscape and industry developments to identify opportunities for CRM & Consumer Care growth, innovation and continuous improvement.
- Develop strong understanding of brand priorities and market dynamics, sharing insights and best practices to drive capability and performance across Western Europe.
- Support the development of CRM & Consumer Care strategies and plans through data-driven insights on consumer segments, journeys and activation opportunities.
- Support the design, delivery and optimisation of CRM & Consumer Care programmes end-to-end, including managing project planning, timelines and budgets, briefing and coordinating stakeholders and agencies, and driving targeting, personalisation and testing to improve campaign performance.
- Collaborate with cross-functional teams and agency partners to deliver initiatives, managing dependencies and risks to ensure successful outcomes.
- Contribute to the optimisation of the ACR framework and Consumer Care initiatives, improving targeting, engagement and activation effectiveness.
- Ensure all CRM & Consumer Care programmes are delivered in full compliance with legal, regulatory and internal governance standards, maintaining high quality and data integrity across systems.
- Support the optimisation of CRM processes, controls and Mar Tech capabilities, including acting as a technical expert for Salesforce Marketing Cloud and Service Cloud, driving continuous improvement and commercial outcomes for WE DRBU.
- Track and report on CRM & Consumer Care performance, leveraging data and analytics to generate insights, monitor impact against key metrics (e. g. engagement, NPS, CSAT), and drive continuous optimisation and business performance.
- Comply and implement activities in accordance with the rules of laws and regulations relating to environmental protection, safety at work and fire protection, and internal EHS or Sustainability standards and procedures.
What are we looking for?
- Proven experience in CRM, digital marketing, activation or consumer care roles, with working knowledge of digital marketing platforms and performance analytics tools (e. g.
Shopify, Trustpilot, Adobe suites, Google Marketing Platform, Google Search Console, Power BI), and strong proficiency in Microsoft Office tools; FMCG or multi-brand experience preferred.
- Strong commercial acumen, with the ability to link CRM & Consumer Care activities to business objectives and measurable outcomes.
- Consumer-focused mindset with strong attention to detail and commitment to delivering high-quality experiences, combined with a strong understanding of omnichannel marketing ecosystems and how online and offline touchpoints integrate to deliver best-in-class consumer journeys.
- Analytical capability with the ability to interpret data, generate actionable insights and translate them into recommendations, combined with a proactive problem-solving mindset and focus on continuous improvement and performance optimization.
- Project management skills, with the ability to manage multiple campaigns and priorities simultaneously while maintaining high attention to detail.
- Team player with the ability to collaborate effectively across cross-functional teams and agency partners to deliver high-quality outcomes.
- Strong communication and storytelling skills, with the ability to translate complex information into clear and engaging narratives.
- Full professional proficiency in English, Greek or Spanish is considered an advantage.
What we offer you?
- We offer a market leading annual performance bonus (subject to eligibility)
- Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
- Your journey with us isn't limited by boundaries; it's propelled by your aspirations.
Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together.
Seize the opportunity and own your development; your next chapter starts here.
- You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
- We prioritise continuous improvement within a transformative environment, preparing for ongoing changes
WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
At BAT, we champion collaboration, inclusion, and partnership as the bedrock of our values.
We wish to foster an environment where every individual can thrive, irrespective of factors such as gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, as well as diverse perspectives and thinking styles.
We recognise that our strength lies in embracing talent from all walks of life, empowering us to develop our culture of inclusivity and better achieve our business objectives.
We view career breaks not as obstacles but as opportunities and encourage everyone, without hesitation, to apply.
Through our Global Returners program, we provide support to professionals seeking to re-enter the workforce after an extended absence, be it for family care, parental leave, national service, sabbatical, or starting their own venture.
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.
We take pride in being a Disability Confident Employer.
If you need any reasonable adjustments or accommodations to be made during the recruitment process to support you performing at your best, please inform the recruitment partner who will be in touch should your profile be selected for the role you applied for.
We are wholeheartedly committed to optimising your prospects of success by making suitable arrangements so that you may showcase your full potential.
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CRM & Consumer Care Development Executive in London employer: BAT
British American Tobacco UK is an exceptional employer, offering a dynamic work environment in London Chiswick where innovation and collaboration thrive. With a strong commitment to employee growth, we provide access to online learning platforms and personalized development programs, ensuring that your career progression is not just a goal but a reality. Our inclusive culture celebrates diversity and empowers every individual to contribute their unique perspectives, making BAT a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Consumer Care Development Executive in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for BAT and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like BAT are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with BAT on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at BAT. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace CRM & Consumer Care Development Executive in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit BAT. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of BAT:Show us that you’ve done your homework! In your application, briefly mention what you admire about BAT’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at BAT
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at BAT will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At BAT, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
