CRM Operations Manager (Ref: 195917)
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Location – London (Southwest London)
Salary – 55k
Email - samuel.robinson@forsythbarnes.com
We are currently working with one of the UK’s leading national sports organisations to hire a CRM Operations Manager to support a major digital transformation programme focused on building a truly data-driven, fan-centric organisation.
This role sits within the Customer Engagement team and will play a key part in shaping how fans, players and volunteers interact with the organisation across its digital ecosystem.
You’ll join an established CRM team and will be responsible for managing the operational delivery of customer journeys, ensuring customer data platforms are optimised, and helping deliver highly targeted, multi-channel engagement across the organisation’s digital channels.
Key Responsibilities
- Manage the ongoing optimisation of the Customer Data Platform (Salesforce Data Cloud) to support marketing and analytics activity
- Build and deliver audience segmentation and data activations to power customer journeys
- Develop data transformations and calculated insights within the CDP
- Support the creation and optimisation of automated journeys in Salesforce Marketing Cloud
- Troubleshoot journey performance and implement robust QA and data processing processes
- Collaborate with analytics teams to develop customer journey reporting across BI platforms (e.g. Tableau / Looker)
- Partner with marketing, commercial and technology teams to ensure a customer-first, data-led approach across campaigns
What We’re Looking For
- Experience in CRM campaign operations using a Customer Data Platform (Salesforce Data Cloud or similar)
Nice to Have
- Experience building journeys within Salesforce Marketing Cloud
- Basic HTML email development experience
Working Model
Hybrid working – typically 2 days onsite in West London with the remainder remote.