CRM Specialist

London, UK (Hybrid)

Salary Not AvailableMid LevelFull time

Posted 2 months ago

Top 1% of applicants do these two things.

The other 99% submit and hope. You're about to do something different.

Job Summary

Own end-to-end CRM campaigns and journeys, collaborating with the CRM lead and cross-functional teams to plan, test, segment, deploy, and analyze initiatives that grow digital subscription and revenue.

  • Lead personalised journeys with advanced segmentation and dynamic content to boost engagement, retention, and monetisation.
  • Coordinate testing and optimisation plans, turning insights into improved future campaigns and journey performance.

Job Description

Responsibilities
  • Working closely with the Head of CRM / CRM Manager, take ownership of campaign and journey management from planning content, creating and maintaining data selections and segments, through to testing, deployment and post-campaign analysis.
  • Own the end-to-end delivery and optimisation of designated CRM journeys (such as onboarding, winback etc) and campaigns to grow digital subscription (monetisation strategies) across DCT brands.
  • Ownership of testing and optimisation plans, designing and running A/B tests, sharing results and insights, and using learnings to improve future campaigns and journey performance.
  • Lead the delivery of new CRM initiatives within designated workstreams, including email, push and on-site messaging, while contributing ideas and recommendations to the wider CRM roadmap.
  • Work with Product teams to identify opportunities to use data, automation, triggers and personalisation to improve existing customer journeys and create new CRM communications that increase engagement, retention and revenue.
  • Lead with personalisation, using advanced segmentation, dynamic content and journey logic to deliver relevant and sophisticated customer experiences.
  • Work closely with the Data Science & Insights team to set up experiments, monitor KPIs, analyse performance, identify opportunities for improvement, and recommend actions to improve engagement, retention and revenue.
  • Present campaign and journey performance, insights and recommendations to the wider business and relevant stakeholders.
  • QA campaigns and journeys created by others in the team, helping to maintain high standards of accuracy, customer experience and best practice.
  • Help define and embed CRM best practice across planning, targeting, testing, reporting and deployment.
  • Work cross-functionally with Product, Data Science, Marketing, Design and Customer Support to improve customer journeys and support key business initiatives.
Requirements
  • Proven track record in CRM execution, with expertise in email marketing, automation, and customer lifecycle management using tools like Iterable, Braze, HubSpot, or similar.
  • Strong knowledge of segmentation, automation and dynamic content personalisation, with experience of managing complex customer journeys.
  • Commercially minded with strong campaign performance and reporting skills – comfortable monitoring KPIs, spotting trends, translating performance into insight, and making clear recommendations to improve results.
  • Knowledge of key email fundamentals (spam compliance, deliverability, bounces etc).
  • Strong experience in A/B testing, including test design, execution, analysis and application of learnings across campaigns and customer journeys.
  • Creative mindset with an exceptional eye for detail and quality.
  • Able to prioritise multiple tasks and work to tight deadlines whilst remaining calm under pressure.
  • Motivated, strategic thinker with a proactive approach to identifying opportunities, optimising campaigns, and driving CRM innovation.
  • Demonstrates flexibility and adapts to changing priorities across multiple brands.
  • Able to build good relationships and work cross functionally, with excellent communication skills.
  • Experience with reporting tools (Looker) useful but not essential.
Preferred
  • Intermediate HTML skills preferred.
DC Thomson logo

DC Thomson

3.0 Glassdoor

DC Thomson is a family-owned business headquartered in Scotland, with a presence in London and across the globe. A 200-year-old company that is purpose led and future focused. And our purpose is clear: to champion, entertain and bring together our communities. We are home to some of the UK’s best loved media brands that have been the voice of our communities for generations – from the iconic Beano, Stylist and People’s Friend to the UK’s biggest puzzle brand Puzzler and a portfolio of regional newspapers and radio stations including two of the top three best-selling regional dailies in the UK - The Press and Journal and The Courier. We have a thriving genealogy community (Findmypast), a trusted technology solutions business (Brightsolid) and a global marketing agency (Fifth Ring). From our long-established media brand, Energy Voice, an influential authority in the global energy conversation, we launched E-FWD, a membership organisation where the industry’s forward thinkers are coming together to drive the movement to secure, clean energy.We have the influence and ambition to make a real difference towards tackling the critical issues of our time. Assets and knowledge built over decades of supporting high growth, innovative businesses allow us to make bold, long-term visionary decisions. DC Thomson is backing businesses that are making an impact in energy transition, water technology, the circular economy and food security amongst others. Philanthropy and supporting the communities we live and work in is part of DC Thomson’s DNA, both through our brands and the Thomson family trust – The Northwood Charitable Trust. At DC Thomson, we are modernising and ambitious, investing in technology and talent, and building brands for the digital age. A trusted partner that is driving positive change, inspiring innovation, and fuelling growth and success and a transformative business where people, partners and communities feel part of something extraordinary.

Founded in 1905
Dundee, Scotland, GBR
806 employees (390 in marketing)
39% recommend to a friend
48% CEO approval

Traffic Signals

Monthly Visitors
14.9K
Traffic Source Mix
Search
31.6%
Direct
44.7%
Referral
10.2%
Social
12.6%
Paid
0.8%

Headcount Trend

Current headcount: ~806

Marketing Team

Marketing Team Size
311 (39% of company)
Median Career Experience
12 years
Median Tenure
0.5 years

Recent News