CX and Communications Executive

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

Benefits offered by this job

Competitive salary

Volunteer days

Career growth

Staff discounts

Company pension

Holiday allowance

Birthday day off

Free parking

Health & wellbeing

Job summary

MandM Direct Limited is seeking a CX and Communications Executive in Hereford. This hybrid role leads daily trading comms and automated journeys across email, push, SMS, and on-site messaging to drive commercial growth.

You’ll own end-to-end build, testing, and deployment, work with the CX Lead to translate user stories into live journeys, and continuously optimize segmentation and content. Join a fast-paced team delivering impact across channels.

Qualifications

• ESP & Campaign Experience: End-to-end campaign building within an ESP marketing platform, hands-on capability.
• Technical CRM Background: Experience in a technical CRM/Marketing Operations role, Bloomreach desirable.
• QA & Precision Focus: Meticulous testing and QA to ensure journeys work perfectly every time.
• Organisation & Project Management: Strong PM skills, deliver multiple campaigns using Jira.
• Analytical & Data Mindset: Ability to interpret data, deliverability metrics, multi-channel performance.

Responsibilities

• Lead end-to-end build, proofing, and deployment of customer journeys across Email, Push, SMS, and on-site messaging.
• Act as primary execution partner for the CX Lead, turning strategic user stories into live journeys.
• Maintain technical excellence using dynamic content blocks, recommendation logic, and segmentation.
• Execute advanced segmentation and audience building using real-time data and customer properties.
• Develop sophisticated if-then logic and real-time triggers for micro-moments.
• Maintain robust audience exclusion logic to protect data integrity.
• Translate campaign requirements into briefs for the design team with copy and specs.
• Execute daily BAU and promotional campaigns to support trading targets.
• Coordinate end-to-end process for printed media forms (catalogues) with stakeholders.
• Manage and deliver multiple projects via Jira with KPI alignment.

Skills

Campaign management

CRM marketing

QA/testing

Project management

Data analysis

Team collaboration

Tools

Jira

Bloomreach

Job description

About The Role

CX and Communications Executive

Hereford, England, United Kingdom

Type: Permanent, Full Time

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 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

Competitive Salary: Your talent deserves recognition

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.

Company Pension: Secure your financial future.

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

Free Parking

Health & Wellbeing programme; we’ll look after 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:

CX Execution & Journey Building

• 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.

Audience & Segmentation Logic

• 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.

Trading, Content & Media Delivery

• 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.

Project Management & Technical QA

• 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.

The people

Integrity

Teamwork

Accountability

Entrepreneurial approach