CRM Executive in London

Workplace: White City, London — 2 days a week in the office.

Role Overview

This role plans and delivers CRM activity (marketing emails, push notifications, in‑app messages, targeted VOD trailers) across cross‑functional squads, focusing on campaigns, conversion and retention, as well as other channel and audience lifecycle needs, to drive marketing outcomes.

Responsibilities

• Work alongside other marketing, media and creative roles to deliver a marketing plan that drives desired outcomes across all available channels (email, push, in‑app notifications, and targeted trailers on our VOD platform (ITVX)).
• Use specialist CRM expertise and knowledge to enhance the strategic plans provided by the media strategists.
• Act as the CRM expert within agile campaign squads, offering advice, learnings and ideas to drive performance and innovation.
• Setup, activate, and optimise campaigns accurately on respective systems, ensuring the right message reaches the right audience at the right time.
• Employ structured testing techniques and drive adoption of new platform features to deliver continuous improvement in campaign metrics.
• Work closely with creatives to ensure activity is high quality, on brand, compliant, appropriate and performant for each CRM channel.
• Work closely with internal stakeholders such as MarTech, Insights, and Product teams to drive channel innovation and align wider activity to the overall CRM programme.
• Help manage external relationships with technology suppliers to ensure efficient and effective CRM operations and campaign delivery.
• Monitor performance and feedback learnings back to the wider CRM team to paint an ongoing picture of what activity is performing best, to drive optimisation across all CRM activity.

Qualifications

• Proven experience in CRM systems and data infrastructure, with Braze platform experience required and Braze certifications desired.
• Highly experienced in planning, activating and optimising CRM campaigns in a range of formats, working towards clear outcomes and KPIs.
• An effectiveness‑focused mindset, with proven strength in understanding and interpreting data to aid decision making.
• Fluency in the Google Workspace suite (Sheets, Docs, Slides) and experience using collaborative journey‑mapping and workflow tools (e.g., Miro) to plan campaign activity, lifecycles, and report on performance data.
• Strong understanding of data compliance requirements in electronic communications.
• Organised and able to work under pressure and to tight deadlines.
• Experience working in a fast‑paced and dynamic environment.

Additional Criteria

• Strong communication skills with the ability to foster stakeholder relationships across a range of business areas.
• Comfortable presenting in meetings and giving performance updates to relevant stakeholders.
• Flexible and able to adapt to changing circumstances.
• A can‑do, collaborative, get‑things‑done approach.
• A genuine passion for ITV programmes, film and TV.
• A marketing‑related qualification is desirable.

Benefits

• Flexible working with a range of options.
• Generous holiday allowance, plus you can buy more.
• Annual bonus opportunity.
• Competitive pension contribution.
• Save as you earn – with an opportunity to buy ITV shares.
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life.