Merchant Experience Manager – B&Q
Basing in Southampton Store Support Office (SSO) in Southampton, UK. Salary from £62,000 plus pension, ShareSave, 6.6 weeks holiday and hybrid working.
About the role
Internal title: Merchant Lifecycle & CRM Manager. This is not a marketing role. You will develop and execute a comprehensive merchant lifecycle strategy to drive growth, engagement, retention and performance. You will collaborate with the B&Q Marketplace, technical and product teams, and lead the CRM team.
Responsibilities
* Develop and execute a holistic merchant lifecycle strategy, ensuring impact across recruitment, onboarding, account management & growth, retention and reactivation phases.
* Lead and inspire the Group CRM team and cross‑functional teams to translate strategy into actionable initiatives.
* Design, implement, and optimise lifecycle workflows and automations that improve merchant performance at each stage.
* Contribute to roadmaps focused on high‑impact lifecycle initiatives aligned with broader business objectives.
* Utilise analytics to improve understanding of the merchant lifecycle, interpret performance metrics, and support prioritisation of CRM improvements.
* Regularly update senior leadership with clear insights and strategic recommendations.
* Map and optimise merchant touchpoints across Salesforce Service Cloud, Mirakl and other platforms, identifying opportunities for continuous automation and optimisation.
* Use data, insights, and cross‑functional feedback to identify merchant pain points and recommend fit‑for‑purpose CRM solutions.
* 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.
Qualifications
* Proven experience managing CRM/lifecycle strategies and automation within a digital, e‑commerce or marketplace environment.
* In‑depth knowledge of B2B customer/merchant engagement, lifecycle management and automation.
* Hands‑on knowledge of Salesforce Service Cloud, Mirakl and comparable CRM/marketplace platforms.
* 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.
Benefits
Competitive salary, pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and more. B&Q is committed to diversity and inclusion and supports well‑being.
Application
Contact recruitment@b-and-q.co.uk for recruitment adjustments or interview adjustments.
#J-18808-Ljbffr