CRM Specialist

• Own the end-to-end delivery and performance of CRM campaigns, newsletters and customer lifecycle journeys
• Plan, build, QA and deploy email communications across multiple brands
• Manage CRM calendars, coordinating activity across a diverse portfolio and balancing competing priorities
• Analyse the effectiveness of newsletters and automated journeys, identifying opportunities to improve, consolidate or retire activity
• Develop and execute testing and optimisation plans to improve engagement, retention and commercial performance
• Use segmentation, personalisation and automation to deliver relevant customer experiences
• Turn campaign data into actionable insights and recommendations for stakeholders
• Help customers better understand and experience the value of their subscriptions
• Support the development of engaged communities around publications through effective CRM strategies
• Collaborate with marketing, brand and commercial teams to ensure customer communications are aligned and impactful
• Maintain high standards of quality, accuracy and CRM best practice through thorough QA processes

• Proven experience delivering CRM, email marketing and customer lifecycle campaigns
• Hands-on experience with a CRM platform such as Hub Spot, Iterable, Braze or similar; previous Hub Spot experience isn't essential
• Strong understanding of customer segmentation, personalisation, automation and lifecycle marketing
• Experience using data and customer insights to inform decisions and improve performance
• Knowledge of email best practice, including deliverability, compliance, contact frequency and customer experience
• Experience running A/B tests and implementing learnings to optimise future activity
• Excellent analytical and problem-solving skills
• Strong stakeholder management and communication skills
• Exceptional attention to detail
• Ability to effectively manage multiple projects and priorities in a fast-paced environment
• Curious and analytical, with the instinct to dig into why performance has changed and turn that understanding into action
• Confident asking questions, challenging requirements and constructively pushing back when there's a better approach
• Proactive, collaborative and customer-focused approach
• Experience using reporting and visualisation tools such as Looker would be beneficial but is not essential

Demonstrates expertise in CRM campaign management, email marketing, and customer lifecycle strategies, with a strong focus on data analysis and performance optimization. Proficient in leveraging segmentation, personalization, and automation to enhance customer engagement and retention.

• CRM Campaign Management
• Email Marketing
• Customer Segmentation
• Data Analysis
• A/B Testing

• CRM Campaign Management
• Email Marketing
• Customer Lifecycle Marketing
• Data Analysis
• Segmentation
• Personalization
• Automation
• A/B Testing
• Performance Optimization
• Email Best Practices

• Analytical Skills
• Problem-Solving Skills
• Stakeholder Management
• Attention to Detail
• Communication Skills

• CRM Best Practices
• Customer Experience
• Engagement Strategies
• Retention Strategies
• Quality Assurance

• Hub Spot
• Iterable
• Braze
• Looker