Commercial CRM Executive

B&Q plc; Eastleigh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading home improvement retailer based in Southampton is seeking a Commercial CRM Executive. This role focuses on driving customer relationships through CRM strategies, data-driven campaigns, and collaboration with various teams. Ideal candidates should have strong CRM experience and excellent communication skills. The position offers a competitive salary, hybrid working opportunities, and comprehensive benefits including 6.6 weeks of holiday.

Benefits

Pension

ShareSave

6.6 weeks holiday

Employee Assistance Programme

Shopping discounts

Wellbeing benefits

Qualifications

• Solid experience and understanding of CRM and direct marketing.
• Confidence in managing all aspects of campaign delivery—from briefing to reporting.
• Ability to handle multiple tasks without losing attention to detail.
• Excellent communication skills with a focus on high-quality work.
• Positive, proactive, and solutions-oriented attitude.

Responsibilities

• Assist in delivering the CRM strategy by working closely with CRM Managers.
• Support loyalty and behaviour-led campaigns, as well as basket and category-driven activities.
• Help develop clear optimisation roadmaps and test-and-learn plans.
• Collab with Analytics, Automation, and Personalisation teams for campaign builds.
• Champion campaign reporting by tracking engagement and performance.

Skills

CRM experience

Campaign management

Attention to detail

Communication skills

Solutions-oriented attitude

Tools

CRM tools (Braze, Tealium)

Job description

Overview: Permanent position starting from £30,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (1 day per week in the office) Southampton, Store Support Office

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 entire business with everything needed to help our millions of customers create a home they'll love. Join us as a Commercial CRM Executive and be a vital part of this mission.

Role Purpose: The Commercial CRM team's role is to drive value from our customers at all stages of their relationship with us. We focus on utilising customer data and consent to maintain and grow each customer relationship, thereby driving business growth, including sales, profit, and long-term loyalty. This role supports the planning, execution, reporting, and optimisation of Loyalty & CRM activities for the entire business—B&Q and TradePoint.

Key Accountabilities / Responsibilities:

1. Assist in delivering the CRM strategy by working closely with CRM Managers to plan and execute programmes from inception to completion.
2. Focus on loyalty and behaviour-led campaigns, as well as basket and category-driven activities.
3. Support programme design to ensure alignment with business objectives.
4. Help develop clear optimisation roadmaps and test-and-learn plans to enhance results.
5. Collaborate with Analytics, Automation, and Personalisation teams to shape targeting, offers, and campaign builds.
6. Work with agencies and internal teams to brief and deliver campaigns on time, within budget, and to high standards.
7. Champion campaign reporting by tracking engagement and performance, and identifying improvement opportunities.
8. Identify ways to improve team workflows and streamline processes.
9. Maintain organised programme documentation, including plans, results, learnings, and processes.
10. Gain proficiency with CRM tools (Braze and Tealium) to enable smarter, more efficient campaigns.

Qualifications and Skills:

• Solid experience and understanding of CRM and direct marketing.
• Confidence in managing all aspects of campaign delivery—from briefing to reporting.
• Ability to handle multiple tasks without losing attention to detail.
• Excellent communication skills with a focus on high-quality work.
• Positive, proactive, and solutions-oriented attitude.

What’s in it for you? As part of a great team, you'll be valued for who you are. We are committed to increasing diversity and representation within our workforce, ensuring everyone feels they belong and has equal opportunities. Our benefits include an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, Employee Assistance Programme, shopping discounts, wellbeing benefits, and more. For support during the application or interview process, please contact [e-mail] for any recruitment adjustments.