CRM & Consumer Care Development Executive

The British American Tobacco Group; Chiswick; On-site; GBP 58,000 - 82,000; Full time

Benefits offered by this job

Annual performance bonus

Healthcare plans

Flexible holiday plan

Learning platforms

Job summary

British American Tobacco UK is seeking a CRM & Consumer Care Development Executive in Chiswick, London. The role supports design, delivery and optimisation of CRM and Consumer Care programmes across Western Europe, driving acquisition, engagement and retention with data-led activations.

The ideal candidate combines creativity, consumer insight and data to build CRM journeys, with omnichannel activation and strong project management skills; English proficiency is essential and Greek or Spanish is

Qualifications

• Proven experience in CRM, digital marketing, activation or consumer care roles.
• Working knowledge of digital marketing platforms and performance analytics tools.
• FMCG or multi-brand experience preferred.

Responsibilities

• Analyse consumer trends and opportunities for CRM growth across Western Europe.
• Develop strategy and plans using data-driven insights on journeys and activation opportunities.
• Design, deliver and optimise CRM programmes end-to-end with budgets and timelines.
• Collaborate with cross-functional teams and agencies to ensure successful outcomes.
• Optimize the ACR framework and improve targeting, engagement and activation.
• Ensure compliance with legal, regulatory and governance standards.
• Support CRM processes and MarTech capabilities, acting as a Salesforce expert.
• Track performance and report on engagement, NPS and CSAT to drive improvement.

Skills

CRM

Digital marketing

Activation

Consumer care

Analytics

Project management

Cross-functional

Communication

Tools

Salesforce Marketing Cloud

Service Cloud

Shopify

Trustpilot

Adobe Creative Suite

Google Marketing Platform

Google Search Console

Power BI

Job description

BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry

To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey!

British American Tobacco UK has an exciting opportunity for a CRM & Consumer Care Development Executive in Chiswick, London

The Omnichannel CRM & Consumer Care Development Executive supports the design, delivery and optimisation of CRM and Consumer Care programmes across Western Europe.
The role contributes to strategy and executes data-led, compliant activations across the ACR framework to drive consumer acquisition, engagement and retention.
It ensures effective delivery of CRM initiatives aligned to business targets, while leveraging performance data and insights to continuously optimise results.
The ideal candidate combines creativity, consumer insight and data to build effective CRM journeys, with strong capability in omnichannel activation and project management.

Your key responsibilities will include:

• Analyse consumer trends, competitive landscape and industry developments to identify opportunities for CRM & Consumer Care growth, innovation and continuous improvement.
• Develop strong understanding of brand priorities and market dynamics, sharing insights and best practices to drive capability and performance across Western Europe.
• Support the development of CRM & Consumer Care strategies and plans through data-driven insights on consumer segments, journeys and activation opportunities.
• Support the design, delivery and optimisation of CRM & Consumer Care programmes end-to-end, including managing project planning, timelines and budgets, briefing and coordinating stakeholders and agencies, and driving targeting, personalisation and testing to improve campaign performance.
• Collaborate with cross-functional teams and agency partners to deliver initiatives, managing dependencies and risks to ensure successful outcomes.
• Contribute to the optimisation of the ACR framework and Consumer Care initiatives, improving targeting, engagement and activation effectiveness.
• Ensure all CRM & Consumer Care programmes are delivered in full compliance with legal, regulatory and internal governance standards, maintaining high quality and data integrity across systems.
• Support the optimisation of CRM processes, controls and MarTech capabilities, including acting as a technical expert for Salesforce Marketing Cloud and Service Cloud, driving continuous improvement and commercial outcomes for WE DRBU.
• Track and report on CRM & Consumer Care performance, leveraging data and analytics to generate insights, monitor impact against key metrics (e.g. engagement, NPS, CSAT), and drive continuous optimisation and business performance.
• Comply and implement activities in accordance with the rules of laws and regulations relating to environmental protection, safety at work and fire protection, and internal EHS or Sustainability standards and procedures.

What are we looking for?

• Proven experience in CRM, digital marketing, activation or consumer care roles, with working knowledge of digital marketing platforms and performance analytics tools (e.g. Shopify, Trustpilot, Adobe suites, Google Marketing Platform, Google Search Console, Power BI), and strong proficiency in Microsoft Office tools; FMCG or multi-brand experience preferred.
• Strong commercial acumen, with the ability to link CRM & Consumer Care activities to business objectives and measurable outcomes.
• Consumer-focused mindset with strong attention to detail and commitment to delivering high-quality experiences, combined with a strong understanding of omnichannel marketing ecosystems and how online and offline touchpoints integrate to deliver best-in-class consumer journeys.
• Analytical capability with the ability to interpret data, generate actionable insights and translate them into recommendations, combined with a proactive problem-solving mindset and focus on continuous improvement and performance optimization.
• Project management skills, with the ability to manage multiple campaigns and priorities simultaneously while maintaining high attention to detail.
• Team player with the ability to collaborate effectively across cross-functional teams and agency partners to deliver high-quality outcomes.
• Strong communication and storytelling skills, with the ability to translate complex information into clear and engaging narratives.
• Full professional proficiency in English, Greek or Spanish is considered an advantage.

What we offer you?

• We offer a market leading annual performance bonus (subject to eligibility)
• Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
• You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
• We prioritise continuous improvement within a transformative environment, preparing for ongoing changes

WHY JOIN BAT?

We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.

At BAT, we champion collaboration, inclusion, and partnership as the bedrock of our values. We wish to foster an environment where every individual can thrive, irrespective of factors such as gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, as well as diverse perspectives and thinking styles. We recognise that our strength lies in embracing talent from all walks of life, empowering us to develop our culture of inclusivity and better achieve our business objectives.

We view career breaks not as obstacles but as opportunities and encourage everyone, without hesitation, to apply. Through our Global Returners program, we provide support to professionals seeking to re-enter the workforce after an extended absence, be it for family care, parental leave, national service, sabbatical, or starting their own venture.

Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.

We take pride in being a Disability Confident Employer. If you need any reasonable adjustments or accommodations to be made during the recruitment process to support you performing at your best, please inform the recruitment partner who will be in touch should your profile be selected for the role you applied for. We are wholeheartedly committed to optimising your prospects of success by making suitable arrangements so that you may showcase your full potential.