CRM Ops Manager

Job Description

This is a technical, data-driven role sitting at the intersection of CRM, Data and Technology. The role is responsible for building and optimising the platforms, customer data and infrastructure that enable Beauty Pie's CRM strategy.

As the subject matter expert for Iterable, you will maximise the capabilities of the platform, maintain strong deliverability and improve how we use customer data to drive more relevant and personalised communications.

Working closely with the Senior CRM Manager, you will translate commercial and customer strategies into effective technical solutions, ensuring campaigns and customer journeys are built, tested and delivered accurately. You will also partner with Product, Data and Engineering to unlock customer insights, improve app engagement and develop more sophisticated, event-triggered communications.

We are looking for someone who is hands-on, technically strong and naturally looks for ways to improve how we work.

Requirements

• Significant experience in CRM operations, MarTech or marketing automation, ideally within D2C, retail or e-commerce.
• Strong experience with MarTech platforms like Iterable, Braze, Bloomreach, Klaviyo or Salesforce Marketing Cloud. Iterable experience would be an advantage.
• Knowledge of email deliverability; SPAM policies, sender reputation and best practice
• Experience working with customer attributes, behavioural events, data feeds and platform integrations.
• Understanding of segmentation, propensity modelling, churn and dynamic and connected content.
• Strong cross-functional communication skills with the ability to engage in technical discussions across all business levels
• Ability to translate business requirements into technical briefs and work effectively with Product, Data and Engineering teams.
• Experience with app messaging, push notifications, in-app communications, deep linking,  event-triggered journeys, content cards and banners.

Responsibilities

CRM Platform & MarTech Enablement

• Act as the subject matter expert and business owner for Iterable, identifying opportunities to maximise the platform's capabilities.
• Manage customer attributes, behavioural events, data feeds and integrations.
• Establish platform best practices, documentation and efficient workflows.

Campaign Operations & Deliverability

• Build, schedule and QA test CRM campaigns across email, push notifications, SMS, in-app messaging and other customer communications.
• Ensure campaigns, audiences, links, personalisation and customer journeys are set up accurately and delivered to a high standard.
• Monitor deliverability, sender reputation, inbox placement, bounces, spam complaints, engagement and list health.
• Maintain data quality, consent, exclusions, suppression and list hygiene.
• Establish a contact frequency framework that balances commercial opportunity, customer experience and deliverability.
• Improve campaign processes, templates and QA standards to increase efficiency and reduce errors.

Customer Data & Personalisation

• Translate the Senior CRM Manager's segmentation and targeting strategies into data requirements and platform capabilities.
• Work with Data and Analytics to activate propensity and churn models within Iterable.
• Make better use of customer attributes, behavioural data and connected content to improve personalisation.
• Scope and prioritise new events, attributes and integrations with Product, Data and Engineering, translating business requirements into technical briefs.

Automation & App Enablement

• Develop automated and event-triggered communications across email, push and in-app messaging.
• Work with Product and Engineering on deep linking, in-app capabilities and improvements to the app customer journey.
• Identify opportunities to trigger communications based on customer behaviours, such as fast-selling products, saved items, most viewed products and browsing activity.

Job Benefits

• Hybrid working with 3 days in the office in central London 
• Free membership to Beauty Pie+ and additional percentage off our products
• 25 days holiday & your birthday off 
• Flexible bank holidays
• Equal leave for all new parents regardless of gender or personal circumstances

Health & Wellbeing

• Private Medical Insurance 
• Menopause support
• £2,500 / $2,500 to spend on your fertility journey after 2 years of service 
• 10 therapy sessions through AXA PPP
• Access to mental health support through Spill