CRM Marketing Automation Manager

Blue Pelican; England; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking a CRM Marketing Automation Manager to lead the transformation of CRM journeys for a major insurance company. This hybrid position involves improving customer experiences through Salesforce Marketing Cloud, requiring expertise in CRM Operations and data-driven strategies. The ideal candidate has a strong background in regulated environments, particularly in finance or insurance. Responsibilities include creating effective customer journeys, collaborating with multiple teams, and ensuring high engagement through sophisticated communications.

Benefits

25 days leave

Good pension

Healthcare

Life assurance

Qualifications

• Experience within CRM Operations / CRM Automation working with Salesforce / SFMC.
• Good understanding of creating, testing, and optimizing customer journey communications.
• Ability to simplify technical detail for stakeholders.

Responsibilities

• Create, test, and improve digital customer journeys within Salesforce Marketing Cloud.
• Align workflows with BA and tech teams.
• Translate commercial objectives into clear CRM objectives.
• Shape propositions for new capabilities from idea to launch.
• Use insights from data to refine CRM journeys.
• Spot friction points and recommend enhancements.
• Keep delivery on track across teams.

Skills

CRM Operations

Salesforce Marketing Cloud

Data analysis

Testing strategies

Stakeholder communication

Job description

CRM Marketing Automation Manager (Salesforce)

Term: 12-month contract - with the team having at least a 3 year roadmap ahead of it

Salary: £45k to £60k plus bonus, 25 days leave, good pension, healthcare, life assurance, etc.

Location: Hybrid, two days a week in office, which can be in either Bournemouth or Bristol offices

The team you’ll be joining is mid transformation of CRM journeys for this insurance giant. You’ll join a team of 8 who are supporting the creation of these new customer journeys and CRM workflows, within Salesforce Marketing Cloud.

With this role leaning into the technical side of the platform, handling the build and creation of said journeys, implementing dynamic content within complex customer communications across both promotional and operational communication journeys.

Because this sits within insurance, there’s a heavier emphasis on regulations within dynamic content being served. Think things like policy pricing, medical exclusions, underwriting terms which need to be applied – all at an individual level and how that’s delivered at scale through automation.

This team are building a whole new ‘next generation’ of CRM capability for the business. Looking to level up the sophistication of CRM journeys and automation. Which will include testing AI capabilities too within Salesforce.

With all this comes the need for testing – both through logic specs, considering what should appear and why on communications, as well as whether dynamic content is pulling through correctly into the final communications. So having a solid understanding in how to create and implement effective test and learn strategies will be important.

What you’ll be involved in

• Creating, testing and improving digital customer journeys across the Salesforce Marketing Cloud ecosystem
• Working with BA and tech teams to align workflows, architecture and product requirements
• Translating commercial objectives into clear, usable CRM objectives and comms
• Shaping propositions for new capabilities and guiding them from idea to launch
• Using insight from customer behaviour, brokers and performance data to refine CRM journeys, customer comms and enhance CRM journeys
• Spotting friction points and recommending changes that will lift engagement and enhance the customer experience
• Keeping delivery on track across product, digital, engineering and operational teams

What helps you succeed here

• Experience within CRM Operations / CRM Automation working with Salesforce / SFMC
• Confidence turning data, research and customer behaviour into sophisticated CRM journeys
• Experience of the above within a regulated environment – financial service, utilities, insurance, healthcare, telecoms, etc.
• Good understanding of creating, testing and optimising sophisticated customer journey comms which utilise dynamic content
• The ability to simplify technical detail for stakeholders and keep teams aligned
• Curiosity, structure and a habit of nudging things forward even when the detail is evolving