Permanent From £62,000 Pension PMI ShareSave 6.6 weeks holiday Hybrid Working Southampton, Store Support Office 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 they’ll love. Join us as a CRM Manager and you’ll 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. 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. 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. As part of a great team, you’ll be valued for who you are. We’re 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 recruitment@b-and-q.co.uk for any recruitment adjustments.