At a Glance
- Tasks: Enhance customer engagement through CRM processes and automation.
- Company: Join DC Thomson, a leader in digital subscription brands.
- Benefits: Gain technical expertise while working with established brands.
- Other info: Collaborative environment with opportunities for continuous learning.
- Why this job: Shape customer journeys and improve engagement platforms.
- Qualifications: Experience with CRM platforms and strong analytical skills.
The predicted salary is between 29700 - 36300 £ per year.
About the Role
At DC Thomson, creating meaningful relationships with our audiences is central to the success of our digital subscription brands. As a B2C CRM Specialist, you'll help enhance customer engagement across brands including Stylist, The Courier, and The Press & Journal by improving CRM processes, building automation, and supporting the ongoing development of our customer engagement platforms. Reporting to the CRM Manager, you'll play a key role in supporting CRM platforms and customer journeys while developing your technical knowledge and expertise. Working closely with CRM, product, data, and platform teams, you'll help identify smarter ways of working, improve processes, and support the continued evolution of our CRM capability. If you're excited by the technical possibilities of CRM, enjoy learning and experimenting, and see customer engagement as more than just email marketing, we'd love to hear from you.
What You'll Be Doing
- Supporting the day-to-day management, maintenance, and improvement of CRM platforms and automated workflows.
- Identifying opportunities to automate manual processes and improve the efficiency of CRM operations.
- Working with CRM, data, product, and platform teams to improve how customer data flows between systems.
- Experimenting with new CRM features, tools, and functionality, and sharing recommendations for improvement.
- Supporting A/B testing and performance reporting to identify opportunities for optimisation.
- Helping maintain CRM data quality, governance, documentation, and communication preferences.
- Supporting campaign setup, quality assurance, and delivery across email, push notifications, and in-app messaging.
- Contributing to the continuous improvement of customer journeys and engagement activity.
- Using insight and performance data to support decision-making and future activity.
- Helping CRM platforms and processes scale with the evolving needs of the business.
Requirements
What We're Looking For
- Essential Experience working with CRM platforms such as HubSpot, Iterable, Braze, or similar technologies.
- Understanding of segmentation, personalisation, automation, and lifecycle marketing.
- Experience managing customer journeys from build through to optimisation.
- Strong analytical skills with the ability to turn performance data into clear recommendations.
- Commercial awareness and a customer-focused approach.
- Understanding of email marketing fundamentals, including deliverability, spam compliance, bounces, and contact frequency.
- Experience using A/B testing to improve future activity and performance.
- Excellent attention to detail, communication, and relationship-building skills.
- A proactive, curious approach and the ability to work collaboratively with a range of stakeholders.
- An eagerness to learn, experiment with new tools, and develop technical CRM expertise.
Desirable
- Understanding of how CRM platforms connect with customer data sources and third-party tools.
- Familiarity with customer data platforms, data warehouses, websites, apps, and related technologies.
- Understanding of APIs, webhooks, and automated data transfers.
- Knowledge of email HTML and CSS, including cross-client rendering.
- Working knowledge of programming fundamentals that support CRM implementations.
- Experience using reporting tools such as Looker.
Why Join Us?
This is an opportunity to play a key role in the development of CRM across some of DC Thomson's leading digital subscription brands. You'll have the chance to:
- Work with established brands including Stylist, The Courier, and The Press & Journal.
- Develop your technical CRM knowledge and expertise.
- Collaborate with colleagues across CRM, product, data, and platform teams.
- Explore new CRM tools, features, and automation opportunities.
- Contribute to the continuous improvement of customer engagement platforms and processes.
- Help shape how customer journeys and CRM operations evolve as the business grows.
Ready to Apply?
If you're excited by the opportunity to build your CRM expertise, improve customer engagement platforms, and help deliver better customer experiences through technology, we'd love to hear from you. Even if your experience doesn't perfectly match every requirement, we'd still encourage you to apply. We're always keen to hear from curious, motivated people who are eager to learn and develop. Apply today and discover where a career with DC Thomson could take you.
Closing date for applications: Tuesday the 24th November at 12pm
CRM Specialist (B2C) in Edinburgh employer: DC Thomson
Beano Brain, part of DC Thomson, is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong emphasis on mentoring and professional development, employees are encouraged to grow their skills while contributing to impactful projects that drive business transformation. The hybrid work model offers flexibility, allowing for a balanced work-life integration while being part of a dynamic team dedicated to delivering high-quality insights.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Specialist (B2C) in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DC Thomson. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DC Thomson before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Specialist (B2C) in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DC Thomson:Your cover letter is your chance to shine! Tell us why you want to work at DC Thomson specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DC Thomson!
How to prepare for a job interview at DC Thomson
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
