Marketing ops, CRM and dataexecutive in London

Burlington Media’s marketing ops, CRM and data executive will support the contact data systems and marketing business areas for BMG. The role centres on:

• Managing and optimising the customer relationship management (CRM) system (Salesforce) and ensuring data quality and freshness both in the CRM and interconnected systems, including our EMS (ActiveCampaign) and our own proprietary data platform, Unicorn.
• Being the business expert in our CRM platform, including training staff and leveraging reporting functionality to help the whole business make the most of our data.
• Delivering ops, data and CRM strategies aimed at nurturing relationships and increasing engagement with market and client audiences to drive signups, subscriptions, event attendance, advertising and event sponsorship.
• Ensuring that demographic, firmographic and technographic data is accurately maintained in Salesforce to add value to business activities and to Unicorn, and to improve content and marketing engagement, drive subscription renewals, event registrations, and support sales efforts.
• Closely support the customer success and sales functions in reporting back to clients the success of work we do.

Key responsibilities

• Martech management: Maintain and manage the company’s CRM system, acting as our Salesforce power user, and ensuring that all data is accurate, up-to-date, and (with the wider marketing team) segmented/tagged appropriately for effective targeting and for use in the business’s connected systems (such as Unicorn).
• Assist the head of marketing with overseeing the management of our overall marketing tech stack, to feed the wider business with better data, better outcomes, and more efficient and useful processes.
• Lead continuous improvement in the data structure, data quality and data accessibility across the business, primarily for the CRM but also for all systems we rely on.
• Collaborate with internal teams to ensure the CRM system is used effectively across the business, including setting up workflows, automated processes, and reporting.
• Regularly audit the CRM database to ensure data integrity and compliance with GDPR and other relevant regulations.
• Maintain and develop any connections and data flows between the CRM and external systems and data providers.

Cross-team collaboration:

• Work closely with the sales, marketing, and events teams to ensure CRM efforts are aligned with business objectives and customer needs.
• Ensure the CRM system supports the sales pipeline, helping the sales team track and manage leads, sponsorship/sales opportunities and contact interaction tracking, and delivering highest-quality reporting and reporting support for the commercial side of the business.
• Liaise with our IT and martech-related suppliers to troubleshoot any technical issues and recommend system improvements or enhancements.
• Perform data analytics and reporting work for the content team around market research surveys throughout the year.

Martech training and support:

• Provide training and support to internal teams on best practices for using the CRM system and our marketing automation tools, especially data input and reporting.
• Ensure that all team members are trained in and confident using the CRM system effectively to meet their individual and departmental goals.
• Stay informed on CRM software updates and best practices, advising on new features or tools that can improve business processes and implementing any necessary updates (with input from our external consultants where needed).

Customer data analysis and segmentation:

• Create (with the marketing and audience engagement team) segmented customer lists for targeted marketing campaigns based on behaviour, demographics, interests, and past interactions with the magazine brands and events.
• Work with sales and marketing colleagues to develop a clear understanding of customer segments (eg subscribers, attendees, sponsors).

Marketing campaign support and execution:

• Assist with email list segmentation and maintenance, and with LinkedIn PPC targeting and exclusion lists.
• Set up and manage automated marketing workflows within email marketing tools (to nurture leads, encourage subscription renewals, and promote upcoming events).

Marketing data analysis and reporting:

• Assist the marketing leads in reporting on the performance of marketing campaigns using analytics tools (Google Analytics, email marketing and social media reporting etc) to evaluate success and inform future strategies.
• Continuously improve our marketing reporting capabilities through tool choice and dashboard creation/development and integration.
• Prepare regular reports/create the templates or capability for staff to report on key performance metrics such as audience growth, campaign ROI, event registrations, lead generation, customer health.
• Work with the wider marketing team to use data-driven insights to optimise marketing efforts and improve audience targeting, engagement, and conversion rates.

Unicorn business unit support:

• Manage and process GDPR compliance emails for the business, most of which will relate to Unicorn, updating any opted-out contacts.
• Work with the Unicorn Product Manager to optimise data structure and flows between the CRM and Unicorn.

Required skills & experience

• CRM & martech expertise: Hands-on experience managing a CRM platform, ideally Salesforce, as a confident day-to-day power user.
• Practical experience working with email marketing / marketing automation platforms (eg ActiveCampaign or similar).
• Ability to configure and maintain CRM workflows, automations, reports, fields and segmentation with limited supervision.
• Experience supporting or maintaining integrations between CRM and other systems, working with internal stakeholders or external suppliers where needed.
• Highly competent Excel user, and ideally PowerBI or similar business intelligence/reporting solutions (eg Tableau) for data analytics and reporting.
• Proven experience maintaining data accuracy, consistency and freshness across CRM and connected systems.
• Comfortable carrying out regular data audits, cleansing and quality checks.
• Working knowledge of GDPR and consent management, including opt-outs and compliance workflows.

• Marketing operations & campaign support: Experience supporting email marketing campaigns, including list hygiene, segmentation and automated journeys.
• Operational mindset, with the ability to improve processes, data flows and reporting efficiency.

• Reporting, analytics & insight: Confident producing CRM and marketing reports and dashboards for different teams (marketing, sales, events, client delivery).
• Ability to analyse and interpret data to highlight trends, performance and opportunities for improvement.
• Experience supporting reporting on campaign performance, audience growth, engagement, lead generation and ROI.
• Comfortable assisting with survey data analysis and market research reporting.
• Proven experience working closely with marketing, sales, events and customer success teams.
• Ability to support sales teams with lead tracking, opportunity management and commercial reporting.
• Strong communication skills, able to explain data, reports and CRM processes clearly to non-technical users.
• Experience collaborating with external consultants or technology suppliers to resolve issues or implement improvements.

• Training & enablement: Comfortable providing training, guidance and documentation to help colleagues use CRM and marketing tools effectively.
• Willingness to act as a point of contact for CRM questions, best practices and basic troubleshooting.
• Interest in staying up to date with platform updates and new features, and contributing ideas for improvements.

Opportunity for professional growth and development within a supportive team environment. A varied and engaging role with the chance to make a real impact. Access to industry-leading events and an exciting portfolio of brands.

Reporting lines: This role reports directly to the head of marketing and works closely with teams across marketing and the wider business.

Benefits include:

• Competitive salary and commission.
• 25 days annual leave, plus your birthday off, and Christmas Eve.
• Generous Westfield health cover for everyday healthcare.
• Auto-enroll pension plan with BMG matching up to 3%.
• Cycle to work scheme and commuter season ticket loan.
• Commit a working day to charity each year on us.
• Early finishes on Friday, even earlier on payday.
• A well-stocked fridge, plenty of snacks (some healthy, some not so healthy).
• Regular social activities, including free fortnightly online yoga and team outings.
• Free gym membership (Mortlake building).
• Free eye tests.
• £20 tax free monthly subsidy towards phone and Wi-Fi expenses.