CRM Specialist

Role Purpose:

Responsible for delivering high-impact CRM and campaign needs for the partners or brands within a trading squad to drive improved commercial outcomes at the highest level of excellence.

Ensures campaign excellence and execution at scale, using data-driven insights and marketing best practices to improve commercial outcomes.

Responsibility for partners with higher strategic value or revenue potential and plays a key part in elevating CRM standards across the team.

Reporting to: Head of P&L

Key Duties & Responsibilities

- Campaign Execution & Strategic Support
- Serve as the primary CRM and digital marketing expert within the Trading Squad, delivering turnkey campaign solutions that meet partner and brand objectives.
- Provide expert guidance on digital acquisition strategies, ensuring best-in-class service for internal brands and external partners.
- Leverage knowledge of platforms (e.g., Salesforce Marketing Cloud, CMS, widgets, microsites) to execute campaigns effectively, even without deep technical support.
- Own the end-to-end detail of campaign execution, ensuring alignment on key elements such as client ID management, landing page URLs, compliance, and customer journey consistency.
- Collaborate closely with the Trading Squad Lead to deliver rapid and high-quality support for time-sensitive marketing needs.

- Quality Assurance & Continuous Improvement
- Conduct QA on all campaign elements to maintain the highest standards of delivery.
- Surface new opportunities by partnering with CRM, MarTech, Revenue Enablement team to proactively address partner needs.
- Translate insights from high-performing campaigns into strategic recommendations and future planning inputs.

- Stakeholder Collaboration & Communication
- Build strong, trust-based relationships with squad leaders, partners, and cross-functional team members.
- Translate partner and commercial requirements into high-quality briefs for CRM, campaign, merchandising, display, and other teams.
- Act as a bridge between partners and internal teams to ensure aligned delivery of marketing and CRM goals.

- CRM Testing & Innovation
- Support the delivery of the CRM testing roadmap by executing structured A/B and multivariate tests across email and lifecycle campaigns, ensuring insights are clearly documented and shared with key stakeholders.
- Contribute to CRM innovation by proactively identifying new testing opportunities, generating ideas to improve engagement and conversion, and leveraging performance data to shape future test hypotheses.
- Collaborate with cross-functional teams (Revenue Enablement) to implement and scale winning test variations, championing a culture of experimentation and continuous improvement in CRM strategy.

- Performance Monitoring & Reporting
- Define and track KPIs across all CRM and repeatable campaign activities.
- Deliver consistent and timely performance reports to line managers, squad leads, and partners.
- Identify areas for operational efficiency and streamline CRM execution processes.

- Capability Building & Leadership
- Lead the evolution of the CRM email integration process with partners.
- Identify and implement new CRM features and value-added offerings for partners and brands.

Knowledge and Skills:

- Minimum 3 years’ experience in digital marketing, supported by a strong academic grounding in marketing or a related field (preferably at third-level education).
- Proficient in using Salesforce Marketing Cloud and CMS platforms; familiarity with AMPscript, SQL, or HTML is advantageous.
- Proven track record of delivering against key digital marketing metrics, including acquisition, retention, churn reduction, conversion, ROI, incremental revenue, and gross margin optimisation.
- Strong experience working in cross-functional teams and managing diverse stakeholder expectations in a fast-paced, performance-driven environment.
- Highly analytical, with advanced Excel skills; experience with data visualisation tools such as Tableau is a plus.
- Demonstrates a deep curiosity and passion for solving customer problems through data-driven marketing and CRM innovation.
- Excellent project management and organisational skills, with the ability to manage multiple priorities independently.
- Strong verbal and written communication skills, with the ability to translate complex information into clear, actionable insights.
- Collaborative team player who builds effective relationships across departments and contributes to a high-performance culture.
- Passionate about marketing, brand building, and delivering outstanding customer experiences that drive commercial value.

Role Competencies

- CRM & Campaign Execution Expertise
- Proficient in designing, executing, and managing end-to-end CRM and digital marketing campaigns using platforms like Salesforce Marketing Cloud and CMS, ensuring flawless delivery and alignment with partner objectives.
- Data-Driven Strategic Insight
- Ability to use campaign performance data and insights to drive continuous improvement, inform decisions, optimize marketing tactics, and identify new commercial opportunities.
- Stakeholder Collaboration & Communication
- Skilled at building strong relationships with partners, leaders, and cross-functional teams, translating business needs into clear briefs, and acting as a liaison to ensure aligned and effective campaign delivery.
- Quality Assurance & Process Improvement
- Experienced in conducting quality checks across campaign elements, ensuring compliance and consistency, while proactively identifying opportunities to streamline processes and enhance operational efficiency.
- Innovation & Testing
- Contribute to the CRM testing roadmap by proposing test ideas, executing A/B and multivariate tests, and analysing results to support innovation and continuous performance improvement across campaigns.

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