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- Tasks: Join us as a Commercial CRM Executive to enhance customer relationships and drive business growth.
- Company: We empower customers to create homes they love from our Southampton Store Support Office.
- Benefits: Enjoy hybrid working, 6.6 weeks holiday, an award-winning pension scheme, and shopping discounts.
- Why this job: Be part of a diverse team that values your contributions and fosters personal growth.
- Qualifications: Experience in CRM and direct marketing, with strong communication and multitasking skills required.
- Other info: This is a permanent role with opportunities for professional development and collaboration.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Role Purpose: The Commercial CRM team\’s role is to drive value from our customers at all stages of their relationship with us. We focus on utilising customer data and consent to maintain and grow each customer relationship, in order to drive business growth including sales, profit and long-term loyalty. This role plays a key supporting role in the planning, execution, reporting and optimisation of Loyalty & CRM activity and programmes, for the total business – B & Q and TradePoint. What\’s the job? You\’ll support with the definition and delivery of the CRM strategy working in the Commercial CRM squad. With the support of the Commercial CRM Managers, you\’ll be responsible for delivering programmes – planning through to QA – which achieve CRM strategy goals and objectives. You\’ll also support with interrogation of programme performance and the definition and delivery of programme optimisation roadmaps and test and learn plans.
Responsibilities
- Facilitate the execution of the CRM strategy, focusing on Loyalty Lifecycle and digital‑led behavioural programmes, through the implementation of CRM initiatives as well as Basket Trade Driving and Category Trade Driving activities.
- Support CRM Managers with the definition of programmes that support CRM and business objectives.
- Support CRM Managers to define clear roadmaps for programme optimisation, with test and learn plans, ensuring the execution of these delivers meaningful results that lead to improved financial performance and positive customer behaviour impact.
- Work hand in hand with the Analytics & Automation and Personalisation teams to define the data planning, targeting, offer allocation and campaign build design. Defining requirements whilst seeking their SME input.
- Work with all relevant agencies and internal teams to brief, build and execute plans, ensuring all activity is delivered to agreed process, on time, on budget and meets quality standards.
- Champion campaign performance reporting; engagement KPIs and target vs control incremental performance reporting – frequently review results vs programme KPIs and look for opportunities to drive improved outcomes through optimisation and test and learn opportunities.
- Strive for excellent end to end operations within the Commercial CRM squad, identifying and delivering against opportunities to improve on processes and ways of working for the greater good of the team.
- Maintain excellent knowledge management within the scope of programme design, plans/roadmaps, test plans, performance, learnings, processes and key documents. Working to the knowledge management structure within the team.
- Strive to understand and maximise the capability of our CRM tools – Braze and Tealium – to drive innovation and efficiency.
Qualifications
- Proven experience in CRM strategy and execution, driving customer engagement, retention, and lifetime value.
- Ability to analyse customer insights and reports to optimise campaigns and drive revenue growth.
- Experience working in agile environments, with familiarity in CRM platforms and project management tools.
- Excellent communication, influencing, and collaboration skills, ensuring alignment across teams and external partners.
- Strong attention to detail in CRM campaign execution, ensuring accuracy in email, SMS and Push notification messaging.
- Ability to manage multiple campaigns simultaneously at different stages of production, prioritising effectively and maintaining quality throughout.
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Commercial CRM Executive employer: B&Q plc
Contact Detail:
B&Q plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Commercial CRM Executive
✨Tip Number 1
Familiarise yourself with CRM tools like Braze and Tealium, as these are essential for the role. Consider taking online courses or tutorials to boost your proficiency, which will demonstrate your commitment and readiness to hit the ground running.
✨Tip Number 2
Network with professionals in the CRM field, especially those who have experience in loyalty and behaviour-led campaigns. Engaging with industry experts can provide you with insights and tips that could set you apart during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed campaign delivery in the past. Highlight your ability to handle multiple tasks while maintaining attention to detail, as this is crucial for the Commercial CRM Executive role.
✨Tip Number 4
Stay updated on the latest trends in CRM and direct marketing. Being knowledgeable about current strategies and technologies will not only help you in interviews but also show your passion for the field and your proactive attitude.
We think you need these skills to ace Commercial CRM Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM and direct marketing. Use specific examples that demonstrate your ability to manage campaign delivery and your understanding of customer relationships.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience with loyalty and behaviour-led campaigns.
Showcase Your Skills: In your application, emphasise your communication skills and attention to detail. Provide examples of how you've successfully handled multiple tasks and improved workflows in previous roles.
Research the Company: Familiarise yourself with the company's mission and values. Understanding their approach to customer relationships will help you tailor your application and demonstrate your fit for the team.
How to prepare for a job interview at B&Q plc
✨Understand the CRM Landscape
Familiarise yourself with the latest trends and tools in CRM, especially Braze and Tealium. Being able to discuss how these tools can enhance customer relationships will show your commitment to the role.
✨Showcase Your Campaign Experience
Prepare examples of past campaigns you've worked on, focusing on your role in planning, execution, and reporting. Highlight any successful outcomes and what you learned from them.
✨Demonstrate Analytical Skills
Be ready to discuss how you’ve used data to drive decisions in previous roles. Mention specific metrics you tracked and how they influenced campaign optimisation.
✨Emphasise Team Collaboration
Since the role involves working closely with various teams, share experiences where you successfully collaborated with others. Highlight your communication skills and how you ensure everyone is aligned towards common goals.