Senior Marketing Automation Executive

Permanent Up to £55,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working Southampton, Store Support Office.

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Senior Marketing Automation Executive and you’ll be a big part of this.

Role Purpose

The Marketing Automation Senior Exec sits in the CRM & Loyalty Personalisation team. Their remit is to enable best practice design and build of CRM programmes in Braze, utilising the available customer data and the capabilities of the customer engagement platform (Braze). This role is also responsible for successfully managing the operations, processes - including documentation - and SLAs for campaign build, QA, testing and deployment. This role reports into the Marketing Automation Manager.

The CRM & Loyalty team’s remit is to drive value from our customers at all stages of their relationship with us. The wider team is focused on utilising customer data and consent to maintain and grow each customer relationship, in order to drive business growth including sales, profit, share and long-term loyalty.

What’s the job?

• Collaborate with CRM Managers/Execs and the Martech Manager in the upfront planning of a CRM programme.
• Providing Braze SME input and therefore enabling the programme to be defined and built in a best practice way based on Braze capability and the data it holds.
• Support with the planning and delivery of complex, personalised, automated programmes, utilising knowledge of Braze capability to input to this.
• Build CRM programmes in Braze to the required specification and accurately deploy campaigns to agreed SLAs.
• Support with the definition and delivery of the operations, processes incl. documentation and SLAs for campaign build, QA, testing and deployment.
• Deliver against these ongoing, optimising as required (holding a mindset of continuous improvement).
• Define, implement and use QA sign off documentation and, as final point of sign off, be accountable for ‘right first time’ deployment.
• Manage platform heath checks for monitoring data feeds, triggers, error reporting and troubleshooting.
• Monitor ‘campaign health’ i.e. campaign deployment metrics relevant to each campaign, enabling us to spot and act on any deployment issues at pace.
• Work collaboratively with CRM team to ensure the campaign workflow, peer review, proofing and execution processes are successfully implemented and enables the team to work efficiently and without challenges to delivery timelines and accuracy.
• Implement rigorous knowledge management through documentation, training and coaching using tools such as Confluence.
• Adhere to data quality/management best practice and regulation including ensuring compliance to GDPR.
• Be accountable for reputation monitoring - manage, report on and seek to improve all KPIs that enable us to communicate with our customers in a best practice and legally compliant way, e.g.: unsubscribes, deliverability etc across channels.
• Define, source and use the tools/systems needed to achieve reputation monitoring objectives such as Litmus for email render testing, Postmaster for deliverability monitoring, Braze reporting etc.
• Be aware of, understand and utilise new features in Braze, sharing this knowledge across the team when relevant.
• Make key decisions about:

• Decisions relating to the Braze campaign build design for CRM programmes.
• Decisions relating to the operations of the Campaign Build team, the processes followed and the approach to knowledge management including tools.
• Issues with campaign deployment or domain reputation.

What we need

• Expert knowledge of Braze incl. Liquid language knowledge, catalogues, content blocks, connected content.
• Significant experience in CRM campaign build; planning, design and deployment incl. html build.
• Is skilled in scoping and delivering programmes with automation and personalisation requirements and can evidence successful examples of this.
• Holds a mindset of continuous improvement and is highly curious, continually evolving your knowledge of CRM technology to enable orchestration and personalisation.
• Confident in understanding and using customer data to enable and deliver CRM programmes.
• Has deep understanding of customer data available in a campaign deployment platform such as Braze.
• Is experienced in being integral to CRM programmes strategy and planning.

What’s in it for me?

As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.