Senior Marketing Automation Executive

Overview

Permanent

Up to 55000 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 theyll love. Join us as a Senior Marketing Automation Executive and youll be a big part of this.

Role

Purpose:

The Marketing Automation Senior Exec sits in the CRM & Loyalty Personalisation team. Their remit is to enable best practice design and build of CRM programmes in Braze utilising the available customer data and the capabilities of the customer engagement platform (Braze). This role is also responsible for successfully managing the operations processes - including documentation - and SLAs for campaign build QA testing and deployment.

This role reports into the Marketing Automation Manager. The CRM & Loyalty teams remit is to drive value from our customers at all stages of their relationship with us. The wider team is focused on utilising customer data and consent to maintain and grow each customer relationship in order to drive business growth including sales profit share and long-term loyalty.

• 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.
• Support with the planning and delivery of complex personalised automated programmes utilising knowledge of Braze capability to input to this.
• Build CRM programmes in Braze to the required specification and accurately deploy campaigns to agreed SLAs.
• Support with the definition and delivery of the operations processes incl. documentation and SLAs for campaign build QA testing and deployment. Deliver against these ongoing optimising as required (holding a mindset of continuous improvement).
• Define implement and use QA sign off documentation and as final point of sign off be accountable for right first time deployment.
• Manage platform heath checks for monitoring data feeds triggers error reporting and troubleshooting.
• Monitor campaign health i.e. campaign deployment metrics relevant to each campaign enabling us to spot and act on any deployment issues at pace.
• Work collaboratively with CRM team to ensure the campaign workflow peer review proofing and execution processes are successfully implemented and enables the team to work efficiently and without challenges to delivery timelines and accuracy.
• Implement rigorous knowledge management through documentation training and coaching using tools such as Confluence.
• Adhere to data quality/management best practice and regulation including ensuring compliance to GDPR.
• 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 across channels.
• Define source and use the tools/systems needed to achieve reputation monitoring objectives such as Litmus for email render testing Postmaster for deliverability monitoring Braze reporting etc.
• Be aware of and utilise new features in Braze sharing this knowledge across the team when relevant.
• Make key decisions about...
  • Decisions relating to the Braze campaign build design for CRM programmes
  • Decisions relating to the operations of the Campaign Build team the processes followed and the approach to knowledge management including tools
  • Issues with campaign deployment or domain reputation

• Expert knowledge of Braze incl. Liquid language knowledge catalogues content blocks connected content
• Significant experience in CRM campaign build; planning design and deployment incl. html build
• Is 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 continually evolving your knowledge of CRM technology to enable…