CRM Director- FTC

BBC Group and Public Services; London; Hybrid; GBP 117,000; Full time

Job summary

An established industry player is seeking a dynamic CRM Director to spearhead their strategy for Brands & Licensing. This pivotal role involves leveraging world-renowned content and data to enhance customer experiences and drive audience growth. As the go-to expert for CRM initiatives, you will manage a talented team, ensuring the smooth execution of campaigns and fostering deep relationships with audiences. With a focus on innovation and strategic collaboration, this position offers a unique opportunity to shape the future of marketing within a renowned organization. Join a forward-thinking team and make a significant impact in the media landscape.

Benefits

Flexible working hours

Parental leave

26 days holiday

Defined pension scheme

Discounted health care

Career progression opportunities

Qualifications

• Extensive experience with Salesforce Marketing Cloud and similar platforms.
• Significant experience in leading email marketing initiatives.
• Data literate with a strong understanding of CRM strategies.

Responsibilities

• Owns CRM strategy for Brands & Licensing and Trade Marketing.
• Collaborates on audience growth plans and manages campaign performance.
• Inspires the CRM team to innovate and stay updated with trends.

Skills

Salesforce Marketing Cloud

Email Marketing

Data & Analytics

CRM Strategy

Multi-channel Marketing

Tools

Tableau

Movable Ink

Marigold

Validity Technologies

Job description

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CRM Director- FTC

Brands, Marketing and Audiences

Fixed Term - Full Time

London, GB, W12 7FA

Job Closing Date: 21/05/2025

THE ROLE

BBC Studios is a world-renowned content studio and channels & streaming business, powered by British creativity, with a reach that touches audiences in every corner of the
globe. We work with outstanding creative talent who are responsible for platform-defining shows from Strictly Come Dancing to Eastenders, Prehistoric Planet to Planet Earth III. The range and quality of our content is unsurpassed, creating critical and commercial successes and global phenomena.

From BAFTAs to RTS Awards, BBC Studios is Britain’s most awarded production company and the only producer with three of the top ten shows on IMDB; we’re the home of bbc.com, the widest-read English language news website in the world; and the UK’s largest distributor of British content.

ABOUT DIVSION

The CRM team sit within the Brands & Licencing division of BBC Studios, tasked with growing our addressable audiences across some of our key Brands such as Bluey, Doctor Who, BBC Earth and Top Gear. Our vision is to leverage world renowned content and data to deliver personalised experiences for consumers that builds long lasting relationships with our Brands.

THE ROLE

The CRM Director is responsible for both the creation and execution of the CRM strategy for Brands & Licensing and Trade Marketing divisions. In addition, the CRM Director is the wider BBC Studios SME for all things CRM, acting as an advisor to the wider group on various CRM topics.
The CRM team operates a portfolio approach within Brands & Licensing, managing output across some of our key Brands such as Bluey, Doctor Who and BBC Earth and other digital propositions (e.g. E-commerce). This person will be responsible for managing a growing team, with a core focus on personal development and growth within the team.
The vision for the CRM team is to leverage world renowned content and data to deliver personalized experiences for consumers and customers, that builds deeper relationships and develops commercial opportunities for the business.

Key Responsibilities

• Owns the CRM Strategy for both Brands & Licensing (B2C) and Trade Marketing (B2B) areas within the business.
• Works in collaboration with Digital & Marketing colleagues to build and run audience growth plans (such as paid lead generation/SEO/CRO) to ensure we hit our Addressable Audience growth targets.
• Builds out new audience segmentations using first party data, to deliver more relevant and personalised email newsletter communications to our wider fan community, with a specific focus on retention and brand loyalty.
• Responsible for the timely analysis and reporting of CRM campaign performance (vs KPIs) via Tableau Dashboards and regular brand stakeholder meetings.
• Inspire the CRM Team to innovate, be aware of developments in marketing, CRM and technology/digital trends, maintain links with the industry and incorporate insight into CRM activity.
• Raise awareness of CRM best practices/approaches to embed into both Digital & Marketing activities across BBC Studios.
• Play a key role in bringing other divisions together by leading the CRM working group across Britbox, UKTV, BBC.com and B&L teams.

Technical

• Is the business Product Owner for Salesforce Marketing Cloud (SFMC). Managing both the contractual and operational use of the platform and supporting multiple stakeholders across the business with any specific technical challenges.
• Manages a team of Salesforce Professional services experts to build and deliver the technical roadmap for Salesforce Marketing Cloud aligned with wider business objectives.
• Responsible for the utilisation of other technical platforms within the CRM’s team’s control such as Movable Ink, Marigold and Validity technologies.
• Ensures the correct/appropriate use of audience data, in accordance with both legal and data protection best practices.
• Work alongside both internal Product & Data teams and external ones (e.g. Salesforce Solution Architects) to ensure the strategic decisions are made around mar-tech usage.

Operational

• The go-to person for all new CRM initiatives within Brands & Licensing and Trade Marketing.
• Ensures the smooth running of the team – from initial campaign briefing to campaign delivery and analysis.
• Point of escalation for issue resolution across projects and BAU campaigns.
• Find the right balance between ‘always on’ automated customer lifecycle journeys and highly targeted manual campaign activity, whilst having an audience first approach to output.
• Manages the CRM budget, delivering against budget and to ensure smooth operational running between internal financial teams and external agencies/partners.
• Responsible for the CRM team’s personal development and growth (aligned to My Conversation goals and objectives).
  

WHAT DOES IT TAKE?

Key Criteria

• Extensive experience with the Salesforce Marketing Cloud platform and similar CEM platforms (e.g. Braze).
• Significant experience in an email marketing role.
• Experience with leading and delivering key strategic initiatives alongside c-suite level input.
• Data & analytics literate.
• Understanding of the BBC and its place in the media market.
• Experience of delivering multi-channel marketing automations.
• Understanding and experience of editorial compliance and Fair-Trading policies.
  

LIFE AT BBC STUDIOS

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours here .

The BBC is committed to building a culturally diverse workforce, that represents the audiences we serve, and encourages applications from candidates from any background, especially people from diverse communities. Equity of opportunity is important to us, and we endeavour to make our processes equal, fair and meritocratic for everybody. More information on our D&I plan can be found here .

BBC Studios puts sustainability at the heart of everything we do both onscreen and offscreen, including delivering against the BBC Group’s science-based Net Zero targets. More information on sustainability at BBC Studios can be found here.

We are proud to share that we are a Level 2 Disability Confident Employer and if you require any reasonable adjustments in order to apply please contact us on [e-mail].

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours here .

The BBC is committed to building a culturally diverse workforce, that represents the audiences we serve, and encourages applications from candidates from any background, especially people from diverse communities. Equity of opportunity is important to us, and we endeavour to make our processes equal, fair and meritocratic for everybody. More information on our D&I plan can be found here .

BBC Studios puts sustainability at the heart of everything we do both onscreen and offscreen, including delivering against the BBC Group’s science-based Net Zero targets. More information on sustainability at BBC Studios can be found here.

We are proud to share that we are a Level 2 Disability Confident Employer and if you require any reasonable adjustments in order to apply please contact us on [e-mail].

PACKAGE DESCRIPTION

Job Reference: 23481

Contract: FTC 6 months

Band: F

Salary: Up to £117,000 + London Weighting (£5,319) depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.

Location: Office Base is London: This is a hybrid role and the successful candidate will balance office working with home working)

WHAT WILL YOU GAIN BY WORKING AT STUDIOS?

• We offer a competitive salary package
• Flexible 35-hour working week for work-life balance
• Parental leave for new parents, regardless of gender, of up to a year with 18 weeks fully paid
• 26 days holiday (plus an additional day which is a Corporation Day) with the option to buy an extra 5 days
• A defined pension scheme and discounted dental, health care, gym and much more
• Excellent career progression – access to courses, webinars, workshops and the opportunity to work in different areas of the organisation

NEXT STEPS

We appreciate your interest in this position and understand how important this opportunity is to you. Due to the high volume of interest we may need to close the application period earlier than anticipated. This step is necessary to ensure we can provide a high level of attention and service to all applicants. Thank you for your understanding.

DISCLAIMER

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.

BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: 01420028, registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.