CRM Specialist at DC Thomson, London, United Kingdom - 11 May

DC Thomson seeks a CRM Specialist to enhance customer journeys for digital and print brands like Stylist, The Courier, and The Press & Journal. Reporting to the CRM Manager, the role involves managing and refining cross-channel campaigns and lifecycle experiences via email and mobile push, leveraging data, insights, and testing to boost engagement, retention, and revenue.

Key Responsibilities

• Collaborate with the Head of CRM and CRM Manager to manage campaigns and journeys, including planning content, data segmentation, testing, deployment, and analysis.
• Direct the full delivery and enhancement of specified CRM journeys and campaigns to support digital subscription growth across DCT brands.
• Develop and execute testing and optimization strategies, including A/B tests, and apply insights to refine future efforts.
• Spearhead new CRM projects in areas like email, push notifications, and on-site messaging, while contributing to the broader CRM strategy.
• Partner with Product teams to integrate data, automation, triggers, and personalization for better customer journeys and communications.
• Apply advanced segmentation, dynamic content, and journey logic to create tailored customer experiences.
• Work with the Data Science & Insights team to establish experiments, track KPIs, analyze results, and suggest improvements for engagement, retention, and revenue.
• Deliver presentations on campaign and journey performance, insights, and recommendations to stakeholders.
• Review and quality-assure team-created campaigns and journeys to uphold accuracy, customer experience, and best practices.
• Establish and promote CRM best practices in planning, targeting, testing, reporting, and deployment.
• Collaborate across Product, Data Science, Marketing, Design, and Customer Support to advance customer journeys and business goals.

Qualifications

• Demonstrated success in CRM implementation, with proficiency in email marketing, automation, and lifecycle management using platforms like Iterable, Braze, or HubSpot.
• Deep understanding of segmentation, automation, and dynamic content personalization, with experience handling intricate customer journeys.
• Intermediate HTML proficiency preferred.
• Business-oriented with robust skills in campaign performance analysis and reporting, including KPI monitoring, trend identification, insight generation, and actionable recommendations.
• Familiarity with email essentials such as spam compliance, deliverability, and bounces.
• Extensive background in A/B testing, encompassing design, implementation, evaluation, and applying learnings to campaigns and journeys.
• Innovative perspective with meticulous attention to detail and quality.
• Capacity to manage competing priorities and deadlines while staying composed.
• Driven, strategic individual with initiative in spotting opportunities, enhancing campaigns, and advancing CRM practices.
• Adaptable to shifting priorities across various brands, with strong interpersonal and communication abilities.
• Experience with reporting tools like Looker is beneficial but not required.
• Core competencies: Customer Experience Evaluation, Marketing, Data Analytics, A/B Testing, Measurement, Automation.