CRM Specialist at DC Thomson, Dundee, United Kingdom

Handle end-to-end ownership of CRM campaigns and lifecycle journeys across leading DC Thomson brands, leveraging data, testing and personalisation to boost engagement, retention and revenue.

Key Responsibilities

• Plan, build and optimise email, push and on-site CRM campaigns and journeys from segmentation through to deployment and analysis.
• Manage designated lifecycle programmes such as onboarding and winback to support digital subscription growth.
• Design and execute A/B tests, share learnings and continuously improve campaign and journey performance.
• Introduce and deliver new CRM initiatives while contributing ideas to the wider CRM roadmap.
• Collaborate with Product teams to enhance customer journeys through automation, triggers and personalisation.
• Apply advanced segmentation, dynamic content and journey logic to deliver relevant customer experiences.
• Partner with Data Science & Insights to set up experiments, track KPIs and turn performance data into actionable recommendations.
• Present results, insights and proposals to stakeholders across the business.
• QA campaigns and journeys produced by team members to maintain high standards.
• Define and embed CRM best practice in planning, targeting, testing, reporting and deployment.
• Work cross-functionally with Product, Data Science, Marketing, Design and Customer Support teams.

Qualifications

• Proven CRM execution experience with expertise in email marketing, automation and lifecycle management using tools such as Iterable, Braze or HubSpot.
• Strong knowledge of segmentation, automation and dynamic personalisation for complex customer journeys.
• Intermediate HTML skills preferred.
• Commercial mindset with solid campaign reporting and KPI-monitoring ability; comfortable translating data into clear recommendations.
• Understanding of email fundamentals including spam compliance, deliverability and bounce management.
• Demonstrated experience designing, running and analysing A/B tests and applying learnings.
• Detail-oriented with a creative mindset and commitment to quality.
• Ability to manage multiple priorities and deadlines while remaining calm under pressure.
• Proactive, strategic thinker who identifies optimisation opportunities and drives CRM innovation.
• Flexible and adaptable across changing priorities and multiple brands.
• Strong cross-functional collaboration and communication skills.
• Familiarity with reporting tools such as Looker is useful but not essential.