CRM Automation Officer

Responsibilities

• Lead the delivery of CRM automation initiatives across Salesforce Marketing Cloud.
• Design, build and optimise customer journeys across the customer lifecycle.
• Develop personalised, data-driven communications to enhance customer engagement.
• Translate business requirements into scalable CRM automation solutions.
• Collaborate with CRM, Digital, Analytics and Technology teams to deliver campaigns effectively.
• Continuously improve automation performance through testing, optimisation and insight-led enhancements.
• Manage audience segmentation, data utilisation and campaign orchestration activities.
• Support testing, quality assurance and successful deployment of CRM automations.
• Monitor campaign performance and provide recommendations to improve engagement and commercial outcomes.
• Maintain robust documentation, governance standards and CRM best practices across all automation activities.

Requirements

• Proven experience designing, building and optimising automated CRM customer journeys in a B2C environment.
• Strong hands-on expertise with Salesforce Marketing Cloud , including Journey Builder, Automation Studio and Contact Builder.
• Advanced SQL skills and a strong understanding of CRM data, segmentation and audience targeting.
• Experience developing, testing and troubleshooting email campaigns using HTML, CSS and AMPscript (or JavaScript).
• Strong stakeholder management skills, with the ability to deliver multiple CRM initiatives and translate business requirements into technical solutions.

Preferred

• Experience working within a retail or eCommerce environment , with an understanding of customer lifecycle marketing and trading calendars.
• Knowledge of Salesforce Personalisation, Movable Ink , or similar personalisation and dynamic content technologies.
• Understanding of CRM governance, GDPR, data protection principles and marketing best practices .