Role Overview
The CRM Operations Projects Officer is responsible for delivering, optimising, and continuously improving CRM automation projects within Salesforce Marketing Cloud. They ensure high‑quality execution of automated customer journeys and strong operational processes, acting as a central delivery and coordination point within CRM Operations.
Key Responsibilities
* Lead end‑to‑end delivery of CRM automation projects in Salesforce Marketing Cloud, from briefing and design to testing, launch, and post‑launch optimisation.
* Work with the CRM Operations Automations Manager to translate CRM strategy and roadmap priorities into clear, actionable project plans.
* Design, build and enhance automated customer journeys in Journey Builder (lifecycle, behavioural, transactional), ensuring solutions are scalable, maintainable and aligned to best practices and platform standards.
* Continuously identify and implement optimisation opportunities across automations, improving logic, segmentation, orchestration and data utilisation.
* Collaborate with CRM Operations Coordinators to plan, prioritise and deliver automation activity, providing technical direction and day‑to‑day guidance for high‑quality execution.
* Act as a central coordination point within CRM Operations, ensuring alignment of multiple initiatives with agreed priorities, timelines and effective handovers.
* Work cross‑functionally with CRM Campaigns, Engagement, Technology and Data teams to translate briefs into automation requirements, advise on feasibility and ensure seamless implementation, integration and deployment.
* Own testing, QA and governance by coordinating functional testing and UAT, reviewing builds, ensuring compliance with data standards and documentation, and maintaining runbooks and operational processes.
* Serve as the first escalation point for operational and technical delivery issues, resolving where possible and escalating risks or decisions appropriately.
* Monitor automation performance and operational health, delivering reporting and insights and driving continuous improvement by enhancing designs, processes, scalability, reliability and reducing manual effort.
Required Experience & Qualifications
* Solid experience in CRM operations, marketing automation or campaign delivery within a fast‑paced B2C (preferably retail/consumer) environment.
* Hands‑on expertise with Salesforce Marketing Cloud (Journey Builder, Automation Studio) and exposure to tools such as Movable Ink, with experience delivering automated lifecycle or transactional journeys.
* Strong technical capability in email development (HTML, CSS, basic JavaScript) and experience working with CRM databases, data structures and SQL or similar query languages.
* Analytical mindset with experience in reporting, performance monitoring and deriving actionable insights to drive optimisation and continuous improvement.
* Confident communicator with strong collaboration and interpersonal skills, comfortable engaging senior stakeholders across marketing, digital and technology teams.
* Experience supporting governance, data compliance considerations and providing day‑to‑day guidance or quality oversight to junior team members without formal line management.
* Delivery‑focused and proactive, with strong ownership, a structured and methodical approach and confidence in problem‑solving and guiding others without formal authority.
Benefits
People are at the heart of what we do. You will receive health insurance, pension contribution and potential bonus schemes. You also get 27 days of annual leave plus bank holidays, with the option to purchase five additional days. Other benefits include tax‑saver tickets, access to a fitness centre and a subsidised cafeteria.
Equal Opportunity & Accommodation
If you need any reasonable adjustments or have an accessibility request during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access or assistive technology, please contact your talent acquisition specialist.
All offers of employment are subject to background checks, including right to work, reference, education and, for some roles, criminal and financial checks.
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