CRM Specialist

DC Thomson is looking for a CRM Specialist to help shape the customer journey across some of our leading digital and print brands, including Stylist, The Courier and The Press & Journal. Reporting to the CRM Manager, you’ll own and optimise cross-channel campaigns and lifecycle journeys across email and mobile push, using data, insight and testing to drive engagement, retention and revenue growth.

This is a hands-on role for someone who is excited by personalisation, customer behaviour and building smart, effective journeys. You’ll play a key role in shaping how we communicate with our audiences, creating campaigns that build habit, deepen engagement and deliver measurable impact. Alongside campaign delivery, you’ll use reporting and experimentation to continuously optimise performance and help influence the future direction of CRM across the business.

This is a hybrid position with a strong emphasis on remote working. Occasional office attendance will be required for team meetings, planning sessions and other key business activities., * 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.

Do you have experience in HTML?, * 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.
• Intermediate HTML skills preferred.
• 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.
• Core Skills: Customer Experience Evaluation, Marketing, Data Analytics, A/B Testing, Measurement, Automation