Kingfisher PLC
Location
Eastleigh, Hampshire | United Kingdom
Job description
Marketing Automation Manager (Braze)
Up to £65,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working
We believe anyone can improve their home to make life better. From our Southampton store support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Our Customer team is going through an exciting period of expansion ; join us as a Marketing Automation Manager and you’ll be a big part of this.
At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you’ll be working from our Store Support Office as and when there is a delivery need. Speak to our recruitment team to find out more.
The Marketing Automation Manager sits in the CRM & Loyalty Personalisation team, alongside the CDP Manager. Their remit is to enable best practice design and build of CRM programmes in Braze, utilising the available customer data and the capabilities of the customer engagement platform (Braze). This role is also accountable for the operations, processes - including documentation - and SLAs for campaign build, QA, testing and deployment. This role sits in the wider CRM & Loyalty team, whose remit is to drive value from our customers at all stages of their relationship with us. The wider team is focused on utilising customer data and consent to maintain and grow each customer relationship, in order to drive business growth including sales, profit, share and long-term loyalty.
You'll be focussed on maximising the capability of Braze in the planning, design and build of all CRM activity, delivering ‘right first time’ deployment of all CRM programmes for B&Q and TradePoint.
• Collaborate with Commercial CRM Managers/Execs and the CDP Data Manager/Analyst in the upfront planning of a CRM programme. Providing Braze SME input and therefore enabling the programme to be defined and built in a best practice way based on Braze capability and the data it holds.
• Play an integral role in the planning and delivery of complex, personalised, automated programmes, utilising knowledge of Braze capability to input to this.
• Define the operations, processes incl. documentation and SLAs for campaign build, QA, testing and deployment, successfully implement these and deliver against these ongoing, optimising as required (holding a mindset of continuous improvement).
• Control all briefs into the Campaign Build team ensuring they are fit for purpose and manage the workflow of all briefs within team resource and capacity constraints, using a workflow management tool e.g. Jira.
• Define, implement and use QA sign off documentation and, as final point of sign off, be accountable for ‘right first time’ deployment.
• Build CRM programmes in Braze to the required specification and accurately deploy campaigns to agreed SLAs.
• Create a system for monitoring ‘campaign health’ i.e. campaign deployment metrics relevant to each campaign, enabling us to spot and act on any deployment issues at pace.
• Work collaboratively with Commercial CRM team to ensure the campaign workflow, peer review, proofing and execution processes are successfully implemented and enables the Braze delivery team to work efficiently and without challenges to delivery timelines and accuracy.
• Implement rigorous knowledge management through documentation, training and coaching using tools such as Confluence.
• Adhere to data quality/management best practice and regulation including ensuring compliance to GDPR.
• Have a deep understanding of the capability of Braze and educates the Commercial CRM team / CDP Manager on this and where it can be applied to improve operations and/or performance.
• Define, source and use the tools/systems needed to achieve reputation monitoring objectives such as Litmus for email render testing, Postmaster for deliverability monitoring, Braze reporting etc.
• Collaborate with the Braze support team and the Kingfisher Braze Product Owner to support you in achieving your objectives, utilising their specialist knowledge.
• Develop the required in-house capabilities for Campaign Build, to enable reduced reliance on agency partners.
To be successful in the role you will need:
− Expert knowledge of Braze incl. Liquid language knowledge
− Significant experience in CRM campaign build; planning, design and deployment incl. html build
− To be skilled in scoping and delivering programmes with automation and personalisation requirements and can evidence successful examples of this
− To hold a mindset of continuous improvement and is highly curious, continually evolving your knowledge of CRM technology to enable orchestration and personalisation
− Confidence in understanding and using customer data to enable and deliver CRM programmes
− Deep understanding of customer data available in a campaign deployment platform such as Braze
− Experience in being integral to CRM programmes strategy and planning
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities . You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact [email protected] for any recruitment adjustments.
Job tags
Salary
£65k per annum
