CRM Specialist

We’re looking for a CRM Specialist to help us strengthen relationships with our subscribers and customers by delivering engaging, data-led communications that drive retention, loyalty and long-term value.

Reporting to the Head of CRM, you’ll join a central CRM team supporting a portfolio of subscription brands. You’ll play a key role in shaping customer journeys, delivering impactful email campaigns and using data, insight and testing to create meaningful customer experiences.

If you’re passionate about customer behaviour, personalisation and using CRM to make a measurable difference, we’d love to hear from you.

What You’ll Be Doing

• Own the end-to-end delivery and performance of CRM campaigns, newsletters and customer lifecycle journeys.
• Plan, build, QA and deploy email communications across multiple brands.
• Manage CRM calendars, coordinating activity across a diverse portfolio and balancing competing priorities.
• Analyse the effectiveness of newsletters and automated journeys, identifying opportunities to improve, consolidate or retire activity.
• Develop and execute testing and optimisation plans to improve engagement, retention and commercial performance.
• Use segmentation, personalisation and automation to deliver relevant customer experiences.
• Turn campaign data into actionable insights and recommendations for stakeholders.
• Help customers better understand and experience the value of their subscriptions.
• Support the development of engaged communities around our publications through effective CRM strategies.
• Collaborate with marketing, brand and commercial teams to ensure customer communications are aligned and impactful.
• Maintain high standards of quality, accuracy and CRM best practice through thorough QA processes.

• Proven experience delivering CRM, email marketing and customer lifecycle campaigns.
• Hands-on experience with a CRM platform such as HubSpot, Iterable, Braze or similar. We use HubSpot, but previous HubSpot experience isn’t essential.
• Strong understanding of customer segmentation, personalisation, automation and lifecycle marketing.
• Experience using data and customer insights to inform decisions and improve performance.
• Knowledge of email best practice, including deliverability, compliance, contact frequency and customer experience.
• Experience running A/B tests and implementing learnings to optimise future activity.
• Excellent analytical and problem-solving skills.
• Strong stakeholder management and communication skills.
• Exceptional attention to detail.
• The ability to effectively manage multiple projects and priorities in a fast-paced environment.
• Curious and analytical, with the instinct to dig into why performance has changed and turn that understanding into action.
• Confident asking questions, challenging requirements and constructively pushing back when there’s a better approach.
• A proactive, collaborative and customer-focused approach.

Experience using reporting and visualisation tools such as Looker would be beneficial but is not essential.

• Hybrid and flexible working options
• 34 days annual leave (including public holidays)
• Enhanced family-friendly policies
• Pension scheme and life assurance
• Employee discounts and benefits platform
• Learning and development opportunities
• A supportive and inclusive working environment where your ideas can make a difference

At DC Thomson, you’ll be part of a business that’s continually evolving while staying true to the audiences and communities we serve. You’ll have the opportunity to work across a range of iconic brands, collaborate with talented colleagues and make a genuine impact on how we engage with our customers.