CRM Specialist at DC Thomson, London, United Kingdom - 1 Apr

DC Thomson is seeking a CRM Specialist to manage essential CRM pathways and projects, enhancing user involvement, loyalty, and revenue generation via data-informed marketing efforts and lifecycle communications across various brands and regions.

Key Responsibilities

• Collaborate with the Head of CRM or CRM Manager to oversee campaign and journey execution, from content planning and data segmentation to testing, launch, and analysis.
• Manage full-cycle delivery and refinement of specific CRM journeys like onboarding and winback to boost digital subscriptions and monetization for DCT brands.
• Develop and implement testing strategies, conduct A/B tests, share insights, and apply findings to elevate campaign and journey outcomes.
• Drive new CRM projects in assigned areas, covering email, push notifications, and on-site messaging, while inputting to the broader CRM strategy.
• Partner with Product teams to leverage data, automation, triggers, and customization for enhancing and innovating customer pathways to lift engagement, retention, and income.
• Champion personalization through advanced segmentation, dynamic elements, and journey rules for tailored customer interactions.
• Team up with Data Science & Insights to design experiments, track metrics, evaluate results, spot enhancements, and suggest actions for better engagement, retention, and revenue.
• Deliver presentations on performance, insights, and advice to business stakeholders.
• Review campaigns and journeys by team members to uphold standards in accuracy, user satisfaction, and industry norms.
• Establish and integrate CRM best practices in planning, targeting, testing, reporting, and rollout.
• Engage cross-functionally with Product, Data Science, Marketing, Design, and Customer Support to refine customer experiences and align with business goals.

Qualifications

• Demonstrated success in CRM operations, specializing in email marketing, automation, and lifecycle management with platforms such as Iterable, Braze, or HubSpot.
• Solid understanding of segmentation, automation, and dynamic personalization, including handling intricate customer pathways.
• Intermediate HTML proficiency preferred.
• Business-oriented with robust skills in campaign evaluation and reporting, adept at KPI tracking, trend identification, insight derivation, and actionable recommendations.
• Familiarity with email essentials like spam rules, deliverability, and bounce management.
• Extensive background in A/B testing, encompassing design, implementation, review, and integration of results into campaigns and journeys.
• Innovative perspective with meticulous attention to detail and quality.
• Capable of managing competing priorities and deadlines under stress while staying composed.
• Driven strategic thinker with initiative in spotting opportunities, refining campaigns, and advancing CRM innovations.
• Adaptable to shifting priorities across brands, with strong cross-functional collaboration and communication abilities.
• Experience with reporting tools like Looker advantageous but not required.
• Core competencies: Customer Experience Assessment, Marketing, Data Analytics, A/B Testing, Measurement, Automation.