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 role and 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