CRM Operations Manager (FTC) - EXTEND CRM Operations Manager (FTC) - EXTEND

The role of the CRM Operations Manager will be to lead on the technical aspects of our CRM programme, providing guidance to the rest of the CRM team and helping to implement new tools and techniques. You will be the subject matter expert in our SFMC (Salesforce Marketing Cloud) platform, managing our development roadmap and successful handover of projects into business as usual practices.

• Become the go-to person for all SFMC support and project queries within the CRM department.
• Own the day-to-day relationship with Salesforce (CRM Director in support) & associated technical support teams and agencies.
• Help maintain the efficient and successful operational running of SFMC and associated platform performance and optimisation (e.g. any new features we need to start leveraging).
• SME for all things SFMC and help map out new customer & consumer journeys (e.g. launch new lifecycle comms).
• Assist the CRM Director and deputise when needed in certain technical meetings and decision making (e.g. BBC.com technical calls re: SFMC).
• Be our data strategy and CRM best practice representative for the team - alongside Brands CRM Manager.
• Support the CRM Director in the successful delivery of the technical development roadmap for Salesforce that aligns with the overall CRM strategy whilst managing our annual development budget.
• Lead relationships with multiple BBC Studios stakeholders to deliver strategic projects with their full support.
• Manage and mitigate risks and issues escalating as appropriate.
• Inspire the team to innovate, be aware of developments in marketing, CRM and technology/digital trends, maintain links with the industry and incorporate insight into CRM activity.
  
  Extensive experience using Salesforce Marketing Cloud: Proficient in utilizing Salesforce Marketing Cloud for designing and implementing marketing campaigns.
• Significant experience in an email marketing role: Proven track record of developing, executing, and optimizing personalised and segmented email marketing strategies.
• Experience of delivering multi-channel marketing automations: Demonstrated ability to plan, execute, and manage marketing campaigns across multiple channels and skilled in using marketing automation tools to streamline workflows.
• Data & analytics literate: Strong analytical skills to interpret marketing data and metrics. Proficient in using analytics tools to track campaign performance, generate insights, and make data-driven decisions.
• Stakeholder Management: Proficient in managing relationships with internal teams and external partners with a strong ability to present findings and recommendations to stakeholders in a clear and compelling manner., Understanding of the BBC and its place in the media market.
• Understanding and experience of editorial compliance and Fair-Trading policies.
• People management/line management experience beneficial but not essential.
• Experience of using other CRM platforms & technology such as Braze, Validity, Movable Ink and Marigold.
  
  BBC Studios is a world-renowned content studio and channels & streaming business, powered by British creativity, with a reach that touches audiences in every corner of the globe.
We work with outstanding creative talent who are responsible for platform-defining shows from Strictly Come Dancing to Bluey, Prehistoric Planet to Planet Earth III. The range and quality of our content is unsurpassed, creating critical and commercial successes and global phenomena. From BAFTAs to RTS Awards, BBC Studios is Britain's most awarded production company and the only producer with three of the top ten shows on IMDB; we're the home of bbc.com, the widest-read English language news website in the world; and the UK's largest distributor of British content.

Salary: £55,000 - £60,000 + London Weighting (£5,319) depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.,
• We offer a competitive salary package
• Flexible 35-hour working week for work-life balance
• 26 days holiday (plus an additional day which is a Corporation Day) with the option to buy an extra 5 days
• A defined pension scheme and discounted dental, health care, gym and much more
• Excellent career progression - access to courses, webinars, workshops and the opportunity to work in different areas of the organisation