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- Tasks: Drive customer engagement and retention through innovative CRM campaigns and data-driven strategies.
- Company: Join DC Thomson, a dynamic company focused on enhancing customer experiences.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on creativity and innovation.
- Why this job: Make a real impact by optimising customer journeys and driving brand success.
- Qualifications: Experience in CRM execution and email marketing; strong analytical skills required.
The predicted salary is between 35000 - 45000 ÂŁ per year.
DC Thomson is looking for a CRM Specialist to take ownership of key CRM journeys and initiatives, driving engagement, retention and monetisation through strategic, dataâled marketing campaigns and lifecycle communications. This role involves owning, optimising and reporting on crossâchannel journeys and campaigns (including email, mobile push and onâsite) across multiple brands and territories. You will be the goâto CRM contact for one or more workstreams, helping to shape future plans, drive personalisation, and improve performance through testing, insight, and best practice.
ABOUT THE ROLE
- Work closely with the Head of CRM / CRM Manager, taking ownership of campaign and journey management from planning content, creating and maintaining data selections and segments, through to testing, deployment and postâcampaign analysis.
- Own the endâtoâend delivery and optimisation of designated CRM journeys (such as onboarding, winback etc) and campaigns to grow digital subscription (monetisation strategies) across DCT brands.
- Ownership of testing and optimisation plans, designing and running A/B tests, sharing results and insights, and using learnings to improve future campaigns and journey performance.
- Lead the delivery of new CRM initiatives within designated workstreams, including email, push and onâsite messaging, while contributing ideas and recommendations to the wider CRM roadmap.
- Work with Product teams to identify opportunities to use data, automation, triggers and personalisation to improve existing customer journeys and create new CRM communications that increase engagement, retention and revenue.
- Lead with personalisation, using advanced segmentation, dynamic content and journey logic to deliver relevant and sophisticated customer experiences.
- Work closely with the Data Science & Insights team to set up experiments, monitor KPIs, analyse performance, identify opportunities for improvement, and recommend actions to improve engagement, retention and revenue.
- Present campaign and journey performance, insights and recommendations to the wider business and relevant stakeholders.
- QA campaigns and journeys created by others in the team, helping to maintain high standards of accuracy, customer experience and best practice.
- Help define and embed CRM best practice across planning, targeting, testing, reporting and deployment.
- Work crossâfunctionally with Product, Data Science, Marketing, Design and Customer Support to improve customer journeys and support key business initiatives.
ABOUT YOU
- Proven track record in CRM execution, with expertise in email marketing, automation, and customer lifecycle management using tools like Iterable, Braze, HubSpot, or similar.
- Strong knowledge of segmentation, automation and dynamic content personalisation, with experience of managing complex customer journeys.
- Commercially minded with strong campaign performance and reporting skills â comfortable monitoring KPIs, spotting trends, translating performance into insight, and making clear recommendations to improve results.
- Knowledge of key email fundamentals (spam compliance, deliverability, bounces etc).
- Strong experience in A/B testing, including test design, execution, analysis and application of learnings across campaigns and customer journeys.
- Creative mindset with an exceptional eye for detail and quality.
- Able to prioritise multiple tasks and work to tight deadlines whilst remaining calm under pressure.
- Motivated, strategic thinker with a proactive approach to identifying opportunities, optimising campaigns, and driving CRM innovation.
- Demonstrates flexibility and adapts to changing priorities across multiple brands.
- Able to build good relationships and work cross functionally, with excellent communication skills.
- Experience with reporting tools (Looker) useful but not essential.
Core Skills: Customer Experience Evaluation, Marketing, Data Analytics, A/B Testing, Measurement, Automation
To apply for this role, please follow our online application process and submit a CV and cover letter. Closing date for applications: 15th April 2026 at 12:00 noon.
Customer Relationship Management Specialist in London employer: DC Thomson
Contact Detail:
DC Thomson Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Relationship Management Specialist in London
â¨Tip Number 1
Get to know the company inside out! Research DC Thomson's brands and their CRM strategies. This will help you tailor your conversations and show that you're genuinely interested in what they do.
â¨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
â¨Tip Number 3
Prepare for the interview by practising common CRM-related questions. Think about your past experiences with email marketing, A/B testing, and customer journeys. We want you to shine!
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen. Plus, it shows youâre serious about joining the team at DC Thomson.
We think you need these skills to ace Customer Relationship Management Specialist in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the CRM Specialist role. Highlight your experience with email marketing, automation, and customer lifecycle management. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about CRM and how you can drive engagement and retention. Let us know what makes you the perfect fit for our team.
Showcase Your Data Skills: Since this role involves a lot of data analysis, be sure to mention any experience you have with reporting tools or A/B testing. We love candidates who can turn data into actionable insights!
Apply Through Our Website: Don't forget to apply through our website! Itâs the best way for us to receive your application and ensures youâre considered for the role. We canât wait to see what you bring to the table!
How to prepare for a job interview at DC Thomson
â¨Know Your CRM Tools
Make sure youâre familiar with the CRM tools mentioned in the job description, like Iterable, Braze, or HubSpot. Brush up on how these platforms work, especially in terms of email marketing and automation, as you might be asked to share your experience using them.
â¨Showcase Your Campaign Success
Prepare to discuss specific campaigns you've managed in the past. Highlight your role in planning, executing, and analysing these campaigns, especially focusing on A/B testing and how you used insights to improve performance. Numbers speak volumes, so bring data to back up your achievements!
â¨Understand Customer Journeys
Be ready to talk about customer lifecycle management and how youâve optimised journeys in previous roles. Think about examples where youâve improved engagement or retention through strategic initiatives. This will show that you understand the importance of personalisation and customer experience.
â¨Communicate Cross-Functionally
Since this role involves working with various teams, prepare examples of how youâve successfully collaborated with others in the past. Whether itâs with Product, Data Science, or Marketing, demonstrating your ability to build relationships and communicate effectively will set you apart.