Job Introduction

Our team is looking for a CRM Manager!

In this new position you will own the development, operation, and optimisation of our CRM activities for key customers and clients to support the Customer Engagement strategy.

You will get the chance to increase engagement with our products and content from existing and potential customers to create a lasting relationship putting BBC Studios front of mind to help support sales and engagement targets.

Role Responsibility

As the CRM Manager, you will work with the Customer engagement, marketing, product and trade teams to create the overall approach for Customer Engagement CRM platforms, processes and activity and be involved with Email, Social Marketing and Digital managers to help them develop their platforms and processes to support best practice operating frameworks.

Assess and develop frameworks that allow a test & learn approach to challenge our existing activity, identify and recommend changes, and drive on-going performance improvement. Grow and nurture a data analysis approach, capable of regular overall reporting and profiling as well as ad hoc deep-dive insight.

Develop and progress a customer segmentation and profiling models that business users understand and that are scalable and actionable to improve performance and drive commercial value. Work with IT, Digital, and Procurement teams to agree our overall architectural and development approach. Procure, develop and/or implement platforms that will help deliver Customer Engagement CRM ambitions, from email to personalisation, more cost-effectively and efficiently.

Work closely with events and marketing teams to manage delegate communications, data capture and reports and Work closely with the wider CRM team to develop best practice templates, processes and reporting tools and ensure that all CRM systems and processes inherently drive compliance with all relevant legislation and guidelines (e.g. recording the exact data protection statements used for collection), provide industry-leading security and are designed ground-up to ensure integrity.

Indicate and source innovative new CRM approaches and bring trials to market and be a ‘go to’ person for B2B CRM questions; give guidance and support to regions, brands and products; build contacts across the industry with suppliers; manage the relationships with our suppliers.

Develop standardised integrity and internal performance monitoring. Work with other users to develop consistent measurement approaches and create systems to deliver regular reporting to help improve performance, work closely with the sales team to help conversion and lead management lifecycles using email programs and work with Data Protection team to agree and implement appropriate data protection policies.

Make the big decisions across several timeframes, day-to-day decisions will tend to be around capability prioritisation e.g. which feature do we drop from a build;

• Capability implementation planning requires detailed decision making over a three month to six month horizon and outline for a year ahead;
• Input into CRM capability strategy looks a year to two years out.

The Ideal Candidate

Dot Digital and Salesforce Marketing Cloud experience (Email Specialist certification preferred)

You will have extensive experience with Journey Builder and preferred experience with Interaction Studio, CDP and Datorama and Sales Cloud

Expertise experience in a management roleand a CRM role is essential.

Significant experience in a project delivery role involving IT is useful and in an email marketing role is essential

Thorough understanding of audience growth, segmentation, personalisation, product recommendation, and single customer view methodology and in media or similar industry within the trade or B2B verticle is preferred

#youmakethebbc

Package Description

Band: D

Contract type: Permanent Full Time

Location: London

Working pattern: Hybrid

We are really proud to share that we are a Level 2 Disability Confident Employer and so if you require any reasonable adjustments in order to apply please do contact us on [email protected] with ref: BBC/TP/XXX in the subject.

We advertise all our roles on Evenbreak, the specialist job board for disabled candidates.

We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application

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There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.

• Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
• Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
• Benefits - We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of which is a corporation day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.

About The Company

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours in the document attached below.

Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.

To find out more about Diversity and Inclusion at the BBC, please click here