CRM Operations Officer

Because your new ideas are our way new ways of working. Evolve, your way.

Our digital teams are right at the heart of what we do. Surrounded by some of the best digital specialists in the industry, you’ll bring your own ideas to the business to shape the experience of our customers as part of a forward‑thinking team.

The CRM Operations Projects Officer is responsible for delivering, optimising, and continuously improving CRM automation projects within Salesforce Marketing Cloud, ensuring high‑quality execution of automated customer journeys and strong operational processes. Working closely with the CRM Operations Automations Manager, the role translates CRM strategy, campaign briefs, and engagement initiatives into scalable, well‑governed automation solutions. It also serves as a central delivery and coordination point within CRM Operations, supporting collaboration across the CRM team and cross‑functional implementation with Campaigns, Customer Engagement, Technology, and Data teams.

We want you to feel challenged and inspired. Here, you’ll develop your skills across a range of responsibilities:

• Lead end‑to‑end delivery of CRM automation projects in Salesforce Marketing Cloud, covering briefing, design, build, testing, launch, and post‑launch optimisation, while managing timelines, risks, and dependencies.
• Partner with the CRM Operations Automations Manager to translate CRM strategy and roadmap priorities into clear, actionable project plans.
• Design, build, and enhance automated customer journeys in Journey Builder (lifecycle, behavioural, transactional), ensuring solutions are scalable, maintainable, and aligned to best practices and platform standards.
• Continuously identify and implement optimisation opportunities across automations, improving logic, segmentation, orchestration, and data utilisation.
• Work closely with CRM Operations Coordinators to plan, prioritise, and deliver automation activity, providing clear briefs, technical direction, and day‑to‑day guidance for high‑quality execution.
• Act as a central coordination point within CRM Operations, ensuring alignment of multiple initiatives with agreed priorities, timelines, and effective handovers across briefing, build, testing, and launch stages.
• Collaborate cross‑functionally with CRM Campaigns, Engagement, Technology, and Data teams to translate briefs into automation requirements, advise on feasibility, and ensure seamless implementation, integration, and deployment.
• Own testing, QA, and governance by coordinating functional testing and UAT, reviewing builds, ensuring compliance with data standards and documentation, and maintaining runbooks and operational processes.
• Act as the first escalation point for operational and technical delivery issues, resolving where possible and escalating risks or decisions appropriately.
• Monitor automation performance and operational health, deliver reporting and insights, and drive continuous improvement by enhancing designs, processes, scalability, reliability, and reducing manual effort.

We want every person in our organisation to feel like they’re making a key contribution. Here are some of the experiences and skills you’ll need for the role:

• Solid experience in CRM operations, marketing automation, or campaign delivery within a fast‑paced B2C (preferably retail/consumer) environment, with strong attention to detail and ability to manage multiple initiatives under pressure.
• Hands‑on expertise with Salesforce Marketing Cloud (Journey Builder, Automation Studio) and exposure to tools like Movable Ink, including experience delivering automated lifecycle or transactional journeys.
• Strong technical capability in email development (HTML, CSS, and working knowledge of JavaScript) alongside experience working with CRM databases, data structures, and SQL or similar query languages.
• Analytical mindset with experience in reporting, performance monitoring, and deriving actionable insights to drive optimisation and continuous improvement.
• Confident communicator with strong collaboration and interpersonal skills, comfortable engaging…