CRM Executive London, England
Job description
Hybrid working - Leicester/London.
This is a critical role in pushing forward our ambitious CRM strategy – playing a hands on role in helping us to develop and implement marketing and service automations through the use of Salesforce as well as other marketing tech. The CRM Executive will be responsible for planning, optimising and taking ownership of customer-led and activation CRM campaigns, in order to drive growth & engagement with our customer base. You will need to be ambitious, hard working with a can do attitude, close attention to detail and a passion for customer led marketing.
This role will report to the Senior CRM Manager and support the broader CRM Team to help achieve our business objectives
What you’ll do:
- Support the CRM team with the building of campaigns which deliver a customer centric CRM strategy
- Oversee the end-to-end management and execution of CRM Marketing campaigns with a key focus on email. From planning, brief creation, implementation, and set-up through to reporting and post campaign analysis.
- Deliver accurate, timely and relevant communications, applying a multi-channel approach to all customer initiatives and segments
- Build & optimise marketing automations - ensuring they are current in content & optimised to continuously improve journey performance.
- Weekly reporting and continuous optimisations that define customer segmentation, communication strategy and key areas of opportunity for the business.
- Work with colleagues across the business (specifically marketing, trade, store & tech) to ensure all necessary levers are being pulled to meet customer objectives
- Creation of customer lists for CRM activity (utilising both Salesforce & Tealium)
- Ensure all campaigns deployed are accurate, compelling and without errors.
- Support the CRM team with the growth of the customer database and help develop programmes to nurture each customer segment.
- Continuously developing knowledge of Salesforce Marketing Cloud, building email solutions such as automated journeys, dynamic content and personalisation.
- Run an active test and learn programme and maximise the potential of our Marketing Technology stack.
- Be proactive and help to optimise all CRM processes.
- Be the customer champion.
Essential Skills & Behaviours we’re looking for:
- Experience running campaigns through ESP (salesforce)
- Strong Commercial acumen
- Ability to communicate clearly to internal and external stakeholders
- Ability to work quickly and accurately under pressure.
- Work proactively – strive for activity to be best in class and flags potential additional value to management.
- Strong organisation, planning and prioritisation skills.
- Project Management experience from project briefing to reporting stages.
- Highly analytical – detail driven and enjoy problem solving.
- Comfortable working both within a team and individually
Key Relationships:
- Internal CRM Team
- Wider Marketing Team
- Web Trading Team
- Customer Insight & Analytics
- Product Managers – tech & data
- External partners e.g. Salesforce, Tealium
Demonstrate the Dunelm Values
- Act Like Owners
- Stronger Together
- Keep Listening and Learning
- Long Term Thinking
