Commercial CRM Manager
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Overview
Permanent
Up to 58000 Pension BUPA ShareSave 6.6 weeks holiday Hybrid Working ( 1 day per week in the office)
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 Commercial CRM Manager and youll be a big part of this.
Whats the job
TheCommercial CRMteams role is todrive value from our customers at all stages of their relationship with us. We focus on utilising customer data and consent tomaintainand grow each customer relationshiptodrive business growth including sales profit and share andlong termloyalty.This role is accountable for the strategy planning execution and reporting for ourCRMstrategy and activity for thetotalbusinessieB&Q andTradePoint
As a Commercial CRM Manager youllbe focussed on delivering customer and business benefit through our CRM strategy defining programmes building test and learn plans to improve overall effectiveness and championing the work and results with all internal stakeholders. This role is critical in ensuring all our activity lands with strategiccreativeand operational excellence.
- Define CRM strategywithin the areas of Basket Trade Driving Category Trade Driving andLoyalty Lifecyle and Behavioural programmes (X3 CRM Managers across these areas)
- Collaborate with business stakeholders tounderstandtheirobjectivesandseekto support these by defining CRM programmesto deliverthe required benefit/value
- Defineclearroadmaps for programme optimisation withtestand learnplans ensuringthe execution of these delivers meaningful results that lead to improved financial performance and positive customer behaviour impact
- Work hand in hand with the Analytics& CRMPersonalisation and Martechteamsto define the data planning targeting offer allocationand campaign build design. Defining requirements whilst seeking their SME input
- Work with all relevant agencies and internal teams to briefbuildand execute plans ensuring all activity is delivered to agreed process on time on budget and meets quality standards.
- Deliver incremental revenue growth and agreed commercial and customer targets(P&L and KPI management)
- Manage Marketing Executives in the delivery ofprogrammes andcampaignsdriving outputas a Commercial CRM squad
- Champion performance analytics - reporting and post campaign analysis leading on requirements definition andensuringall campaigns are measured and reported on and performance is interrogated. Ensure learnings are implemented and there is a continuous throughput of optimisation and performance improvement.
- Continuously inform stakeholders of the value of our programmes and how we should evolve future campaigns.
- Understand and maximise the capability of our CRM tools - Braze and Tealium to drive innovation and efficiency.
- Ensure excellent budget management - robustly manage the finance reporting process. Report on any variances and take accountability for overall budget spend.
Key Business Relationships
This role is central to driving CRM programme performance by working closely with key business areas including Trading Marketing Pricing Digital and Finance. Youll champion CRM initiatives across these crossfunctional teams ensuring stakeholders clearly understand the value of current programmes and helping shape the evolution of future campaigns. Collaboration with the Marketing GTM content and brand teams is essential supporting them from early planning stages through to execution.
Youll also partner closely with Analytics and CRM Operations to define data plans targeting strategies and offer allocation for programmes and campaigns. Alongside the Loyalty team youll play a key role in shaping and delivering loyalty and customer growth strategies through impactful CRM activity.
What we need:
- Expertknowledge of CRM and direct marketing principles (preferably within the retail sector) and the end-to-end process for a targeted campaign from strategy to deployment including use of a Campaign Management toolegBraze
- Experience of delivering CRM programs in this or other organisations with goal orientated outcomes including revenue/profit retention & relationship outcomes.
- An understanding of how best to grow customer value throughpersonalisation of offers andcontent
- Excellent analytical knowledge allowing confident challenge ofdata and analysis outputs.
Whats in it for me
As part of a great team youll be valued for who you are.Were committed to making B&Q more diverse and representative of the communities we serve where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary our benefits package includes an award-winning pension scheme bonus ShareSave options 6.6 weeks holiday payroll giving an Employee Assistance Programme shopping discounts colleague wellbeing benefits and lots more!
So we can support you during the application or interview process please contact for any recruitment adjustments.
Required Experience:
Manager
Key Skills
- Forecasting
- Hyperion
- Cost Management
- Construction Estimating
- QlikView
- Bus Driving
- Analysis Skills
- HubSpot
- Salesforce
- Market Research
- negotiation
- Financial Planning
About Company
Kingfisher plc is an international home improvement company with over 1,360 stores in nine countries across Europe. We operate under retail banners including B&Q, Castorama, Brico Dépôt, Screwfix, Tradepoint and Koçtaş, supported by a team of 77,000 colleagues
