Marketing Automation Manager

B&Q Chandler's Ford, England, United Kingdom

From £65,000 + Pension + BUPA +Share Save + 6.6 weeks holiday + Hybrid Working

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Marketing Automation Manager and you’ll be a big part of this.

The Marketing Automation Manager sits in the Personalisation & Martech team, alongside the Martech Manager. Their remit is to enable best practice design and build of CRM programmes in Braze, utilising the available customer data and the capabilities of Braze. They are accountable for the operations, processes and SLAs for campaign build, QA, testing and deployment, leading a team of two.

This role sits in the wider CRM & Loyalty team, whose remit is to drive value from our customers at all stages of their relationship with us.

• Maximise the capability of Braze in the planning, design and build of all CRM activity, delivering ‘right first time’ deployment of all CRM programmes for B&Q and Trade Point.
• Collaborate with CRM Managers/Execs and the Martech Manager in the upfront planning of a CRM programme. Providing Braze SME input and therefore enabling the programme to be defined and built in a best practice way based on Braze capability and the data it holds.
• Lead the best practice design and delivery of complex customer journey canvas builds, template structures and logic frames to meet requirements, ensuring these are built in a future proofed way.
• Ensure all campaigns are built to enable troubleshooting; canvas structure, message extras, abort messaging.
• Manage platform health checks for monitoring data feeds, triggers, error reporting and troubleshooting.
• Govern the operations, processes incl. documentation and SLAs for campaign build, QA, testing, deployment. Deliver against these ongoing, optimising as required, holding a mindset of continuous improvement.
• Monitor ‘campaign health’ i.e. campaign deployment metrics relevant to each campaign, enabling us to spot and act on any deployment issues at pace.
• Be accountable for reputation monitoring - manage, report on and seek to improve all KPIs that enable us to communicate with our customers in a best practice and legally compliant way, e.g.: unsubscribes, deliverability etc.
• Adhere to data quality/management best practice and regulation including ensuring compliance to GDPR.
• Work collaboratively with CRM team to ensure the campaign workflow, peer review, proofing and execution processes are successfully implemented.
• Implement rigorous knowledge management through documentation, training and coaching using tools such as Confluence and Monday.
• Have a deep understanding of the capability of Braze and educate CRM team & App/Web dev team on this and where it can be applied to optimise performance.
• Frequently engage with the Braze CSM in relation to Braze capabilities and reputation monitoring.
• Be the Braze platform owner managing SDK and API, user permission roles and forecast/monitor send volume and data consumption.
• Lead the definition and delivery of the Martech capability roadmap including the deployment of new channels, features and optimisations in Braze, as well as evaluating new tech to drive CRM and Personalisation objectives.
• Partner with the Martech manager to define data structure requirements to support personalisation and automation.
• Drive efficiency in customer comms through automation.

• Expert knowledge of Braze incl. advanced canvas, catalogues, content blocks, connected content, API, webhooks.
• Advanced Braze Liquid.
• HTML/CSS/JSON.
• Experience in troubleshooting errors with campaigns, reporting, data through to resolution.
• Experience in managing and coaching team members.
• Confident in training skills and capabilities across levels.
• Skilled in scoping and delivering programmes with automation and personalisation requirements and can evidence successful examples of this.
• Holds a mindset of continuous improvement and is highly curious,…