CRM Specialist (B2C)

At DC Thomson, creating meaningful relationships with our audiences is central to the success of our digital subscription brands. As a B2C CRM Specialist, you'll help enhance customer engagement across brands including Stylist, The Courier, and The Press & Journal by improving CRM processes, building automation, and supporting the ongoing development of our customer engagement platforms.

Reporting to the CRM Manager, you'll play a key role in supporting CRM platforms and customer journeys while developing your technical knowledge and expertise. Working closely with CRM, product, data, and platform teams, you'll help identify smarter ways of working, improve processes, and support the continued evolution of our CRM capability.

If you're excited by the technical possibilities of CRM, enjoy learning and experimenting, and see customer engagement as more than just email marketing, we'd love to hear from you.

• →Supporting the day-to-day management, maintenance, and improvement of CRM platforms and automated workflows.
• →Identifying opportunities to automate manual processes and improve the efficiency of CRM operations.
• →Working with CRM, data, product, and platform teams to improve how customer data flows between systems.
• →Experimenting with new CRM features, tools, and functionality, and sharing recommendations for improvement.
• →Supporting A/B testing and performance reporting to identify opportunities for optimisation.
• →Helping maintain CRM data quality, governance, documentation, and communication preferences.
• →Supporting campaign setup, quality assurance, and delivery across email, push notifications, and in-app messaging.
• →Contributing to the continuous improvement of customer journeys and engagement activity.
• →Using insight and performance data to support decision-making and future activity.
• →Helping CRM platforms and processes scale with the evolving needs of the business.

• Experience working with CRM platforms such as HubSpot, Iterable, Braze, or similar technologies.
• Understanding of segmentation, personalisation, automation, and lifecycle marketing.
• Experience managing customer journeys from build through to optimisation.
• Strong analytical skills with the ability to turn performance data into clear recommendations.
• Commercial awareness and a customer-focused approach.
• Understanding of email marketing fundamentals, including deliverability, spam compliance, bounces, and contact frequency.
• Experience using A/B testing to improve future activity and performance.
• Excellent attention to detail, communication, and relationship-building skills.
• A proactive, curious approach and the ability to work collaboratively with a range of stakeholders.
• An eagerness to learn, experiment with new tools, and develop technical CRM expertise.

• Understanding of how CRM platforms connect with customer data sources and third-party tools.
• Familiarity with customer data platforms, data warehouses, websites, apps, and related technologies.
• Understanding of APIs, webhooks, and automated data transfers.
• Knowledge of email HTML and CSS, including cross-client rendering.
• Working knowledge of programming fundamentals that support CRM implementations.
• Experience using reporting tools such as Looker.
  

If you're excited by the opportunity to build your CRM expertise, improve customer engagement platforms, and help deliver better customer experiences through technology, we'd love to hear from you.

Even if your experience doesn't perfectly match every requirement, we'd still encourage you to apply. We're always keen to hear from curious, motivated people who are eager to learn and develop.