CX and Communications Executive

MandM; Hereford; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

2 days volunteering

Staff discounts

5 weeks holiday

Birthday off

Job summary

MandM in Hereford is seeking a CX and Communications Executive to own daily campaign execution and automated customer journeys. Hybrid pattern: 3 days onsite.

You will build multi-channel comms, test dynamic content, and deliver personalized touchpoints to drive commercial growth. Reporting to the CX and Communications Delivery Lead, you will collaborate with cross-functional teams, maintain segmentation, and ensure QA across channels.

Qualifications

• Experience building end-to-end campaigns within an ESP marketing platform.
• Technical CRM or Marketing Operations background; CDXP experience desirable.
• Strong QA, proofreading and testing discipline.
• Organised with solid Jira-based project delivery skills.
• Analytical mindset with ability to interpret deliverability metrics.
• Proactive, target-driven team player.

Responsibilities

• Lead end-to-end build and deployment of customer journeys across Email, Push, SMS, and on-site/in-app messaging.
• Translate user stories into live journeys in collaboration with CX Lead.
• Maintain advanced segmentation and real-time triggers.
• Ensure data integrity and avoid over-communication.
• Brief in-house design team with copy and technical specs.
• Run daily BAU and promotional campaigns to hit trading targets.
• Coordinate printed media forms with stakeholders.
• Manage multiple projects in Jira and report KPIs.
• Test, proof, and sign off on communications.

Skills

ESP & Campaign Experience

Technical CRM Background

QA & Precision Focus

Organisation & Project Management

Analytical & Data Mindset

Proactive Team Player

Tools

Jira

Bloomreach

Job description

Working Pattern: Hybrid (3 days a week onsite)

The Opportunity

We are looking for a CX and Communications Executive to take hands-on ownership of our daily campaign execution and automated customer journeys. Reporting directly to the CX and Communications Delivery Lead, you will collaborate to build multi-channel comms, test dynamic content, and deliver personalized customer touchpoints. If you are passionate about marketing automation, data-driven CRM execution, and commercial growth, this is an opportunity to make a significant impact.

Who Are we?

MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.

We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.

We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.

As our business continues to grow we are recruiting for a talented CX and Communications Executive to join our growing team.

Why not come be a part of our journey to success and take advantage of all MandM can offer you!

More than a role

• Giving Back: 2 days paid volunteering to support a cause you care about
• Career Growth: Opportunity to grow
• Staff Discounts: Stay stylish with our exclusive discounts.
• Generous Holiday Allowance: Enjoy 5 weeks of well-deserved breaks. You even have the option to buy an extra week
• Birthday Delight: Take your special day off to celebrate YOU

The Role Scope

The CX and Communications Executive is responsible for the end-to-end build, testing, and deployment of daily trading comms (BAU and campaign) and automated customer journeys, ensuring every touchpoint across email, push, SMS, and on-site messaging is relevant, timely, and aligned with commercial goals.

Role key responsibilities:

• Lead the end-to-end build, proofing, and deployment of customer journeys across Email, Push, SMS, and on-site/in-app messaging
• Act as the primary execution partner for the CX Lead, turning strategic user stories into functional, live customer journeys.
• Maintain technical excellence using advanced CRM platform features, including dynamic content blocks, recommendation logic, and segmentation.
• Execute advanced segmentation and audience building using real-time data, aggregates, and customer properties.
• Develop sophisticated "if this, then that" logic and real-time intent triggers to capture customer micro-moments.
• Maintain robust audience exclusion logic to prevent over-communication and protect data integrity across all channels.
• Translate campaign requirements into detailed briefs for the in-house design team, including copy and technical specifications.
• Execute daily BAU and promotional campaign communications to support commercial trading targets.
• Coordinate the end-to-end process for printed media forms (e.g., catalogues), liaising with internal and external stakeholders.
• Manage and deliver multiple projects simultaneously through Jira, ensuring tasks ladder up to Customer KPIs.
• Conduct rigorous testing, proofing, and sign-off on all communications, recommendation engines, and onsite web layers.
• Deliver channel performance analysis, monitor journey deliverability metrics, and report on A/B testing insights.

About You

What we’re looking for

• ESP & Campaign Experience: Confident and skilled in end-to-end campaign building within an ESP marketing platform, with proven hands-on capability.
• Technical CRM Background: Proven experience in a technical CRM or Marketing Operations role, with CDXP experience (Bloomreach experience is highly desirable).
• QA & Precision Focus: Exceptional grammatical and proofing skills with a meticulous approach to testing and QA to ensure journeys work perfectly every time.
• Organisation & Project Management: Highly organised with strong project management skills, capable of delivering multiple campaigns simultaneously under tight deadlines using Jira.
• Analytical & Data Mindset: Ability to interpret data sets, analyse deliverability metrics, and report on multi-channel performance.
• Proactive Team Player: Enthusiastic, target-driven, and proactive mindset, ready to hit the ground running as an effective all-rounder within the team.

Why Join MandM?

• Fun & Fast-Paced Team: Become part of a supportive, collaborative, and friendly communications team.
• Career Development: Kickstart your career in a role offering clear room for growth, learning, and skill development.
• State-of-the-Art Workspace: Work in a modern Hereford city centre office designed specifically for collaborative working and creativity.
• Direct Commercial Impact: Drive customer retention and engagement by delivering automated customer journeys and trading campaigns.

About Us

Our Values

At MandM, our employees are driven by a shared commitment to excellence and making a real impact in the industry. We pride ourselves on upholding these core values in everything we do.