Merchant Experience Manager

Kingfisher; Eastleigh; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading retail company in the UK is seeking a Merchant Lifecycle & CRM Manager. This role entails developing and executing a comprehensive merchant lifecycle strategy. The ideal candidate will manage stakeholder relationships, utilize analytics for performance improvement, and collaborate across various teams. Proficiency in Salesforce and experience in e-commerce are essential. You will also enjoy a competitive salary alongside a benefits package including 6.6 weeks of holiday and an award-winning pension scheme.

Benefits

Competitive salary

Award-winning pension scheme

6.6 weeks holiday

Employee Assistance Programme

Shopping discounts

Qualifications

• Proven experience managing CRM/lifecycle strategies within digital e-commerce environments.
• Strong hands-on knowledge of Salesforce Service Cloud and comparable CRM platforms.
• Exceptional stakeholder management and communication skills.

Responsibilities

• Develop and execute comprehensive merchant lifecycle strategy.
• Lead and collaborate with the CRM team to drive initiatives.
• Map and optimise merchant touchpoints across platforms.

Skills

CRM strategy management

Merchant engagement lifecycle management

Analytical skills

Stakeholder management

Salesforce proficiency

Education

Salesforce certification (Admin or higher)

Tools

Salesforce Service Cloud

Mirakl

Job description

Overview

Permanent

From 62000 Pension PMI ShareSave 6.6 weeks holiday Hybrid Working

Southampton Store Support Office

Internally this role is called a Merchant Lifecycle & CRM Manager.

This is not a marketing role.

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores our people and our whole business with everything it takes to help our millions of customers create a home theyll love. Join us as a CRM Manager and youll be a big part of this.

The Merchant Lifecycle & CRM Manager is responsible for developing and executing a comprehensive merchant lifecycle strategy ensuring all initiatives support our long-term growth objectives. You will lead inspire and collaborate with both functional and CRM teams as well as technical specialists to bring strategic lifecycle plans to life. Partnering closely across B&Q Marketplace and cross-functional business leaders you will design and implement efficient lifecycle workflows and automations that drive merchant engagement retention and business performance. You will leverage robust analytics to interpret lifecycle performance inform business decisions and maintain a data-driven CRM roadmap. The position is a primary strategic link between B&Q and Kingfisher Group ensuring transparency and continuous improvement for merchant lifecycle management across the marketplace.

Whats the job

• Develop and execute a holistic merchant lifecycle strategy aligned with business goals ensuring impact across recruitment onboarding account management & growth retention and reactivation phases.
• Lead inspire and collaborate with the Group CRM team fostering a collaborative environment that translates strategy into actionable initiatives.
• Work closely across all the B&Q Marketplace teams and technical teams to design implement and optimise lifecycle workflows and automations that improve merchant performance at each stage.
• Contribute to roadmaps focused on high-impact lifecycle initiatives aligning with broader business objectives.
• Utilise analytics to improve understanding of the merchant lifecycle interpret performance metrics and support the prioritisation of CRM improvements.
• Regularly update senior leadership on lifecycle performance delivering clear insights and strategic recommendations to support growth.
• Map and optimise merchant touchpoints across Salesforce Service Cloud Mirakl and other platforms identifying opportunities for continuous lifecycle automation and optimisation.
• Use data insights and cross-functional feedback to identify merchant pain points and recommend fit-for-purpose CRM solutions across the lifecycle.
• Champion CRM best practices driving best-in-class lifecycle management
• Partner with CRM and product teams to ensure lifecycle strategies are aligned with platform features.
• Provide training documentation and support for internal CRM users to embed lifecycle management across the team.

What we need

• Proven experience managing CRM / lifecycle strategies and automation within a digital e-commerce or marketplace environments
• In-depth knowledge of B2B customer / merchant engagement lifecycle management and automation.
• Strong hands-on knowledge of Salesforce Service Cloud Mirakl and / or comparable CRM / marketplace platforms (automation reporting user workflows)
• Skilled at mapping complex customer journeys into scalable automated solutions across the merchant lifecycle.
• Strong analytical skills with a track record of using data to drive lifecycle decisions and measure business success.
• Exceptional stakeholder management communication and leadership abilities for cross-functional and senior engagement.
• Proficiency managing projects in technical landscapes ensuring strategic plans become actionable outcomes.
• A passion for merchant experience and a proactive collaborative problem-solving mindset
• Salesforce certification (Admin or higher) is a plus

Other Requirements :

Travel to SSO and / or Paddington when required.

Whats in it for me

As part of a great team youll be valued for who you are. Were committed to making B&Q more diverse and representative of the communities we serve where everyone can feel they belong and have equal opportunities . You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary our benefits package includes an award-winning pension scheme bonus ShareSave options 6.6 weeks holiday payroll giving an Employee Assistance Programme shopping discounts colleague wellbeing benefits and lots more!

So we can support you during the application or interview process please contact for any recruitment adjustments.

Required Experience

Manager

Key Skills

IT Hardware, Ado, Agriculture, Market Research, Art And Craft

Employment Type

Full-Time

Experience

years

Vacancy

1