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    CRM Executive - London, United Kingdom - BBC

    BBC
    BBC London, United Kingdom

    1 week ago

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    Description

    Package Description

    Job Reference : 15206

    Band : C
    Location : London - LBH (Home/Office - 3/2 Hybrid)
    Contract : Fixed term contract/Attachment till 31/03/2025
    Salary : £30,000 - £35,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights. London Weighting is applicable for this role.

    We're happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.

    • Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.

    • Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.

    • Benefits - We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of 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

    Job Introduction

    Want to be part of one of the biggest digital transformations the BBC has ever undertaken? If you love everything CRM, we're looking for a CRM Executive to join our growing team.

    The BBC is redeveloping its online services to give audiences a more personalised experience. At the core of this project is BBC Account, the BBC's central identity management system, which unlocks a number of personalised services across multiple BBC websites and apps.

    This specialist CRM role will be crucial in ensuring we continuously educate BBC account holders about the benefits of having a BBC account and drive them to next best actions.

    This role will utilise registration data and message sequencing to power personalised journeys and timely onboarding communications across several marketing channels, so previous experience in CRM is essential.

    Main Responsibilities

    Reporting to the Head of CRM, you will:

  • Define contact strategies and execute corresponding customer journeys and contact plans by leveraging behavioural and usage data, and liaising with various stakeholders across the BBC.
  • Manage end-to-end email marketing and mobile push campaigns for our core BBC priority products, with a focus on BBC Sounds, using Salesforce Marketing Cloud for campaign setup and deployment.
  • Deploy a variety of CRM campaigns, employing diverse data sets and scoring models for list segmentation, audience profiling, and contact targeting.
  • Research and curate content from a wide range of BBC products, brands, and experiences.
  • Analyse campaigns, produce campaign performance reports, and provide recommendations for continuous improvement.
  • Implement test and learn approaches to inform the development of the long-term direct audience engagement strategy and capabilities.

    • Strategy and Planning:

  • Understand the CRM Strategic Planning process and execute activities within the Marketing Plan for specific campaigns.
  • Collaborate with the CRM team and other marketing teams to identify audience insights to inform creative briefs.
  • Contribute to regular CRM campaign evaluations with colleagues; provide feedback on core campaign output to stakeholders, and apply learnings to future campaigns.
  • Manage and mitigate risks and issues, escalating to Marketing Manager or and/or CRM Manager as appropriate.

    • Campaign Delivery:

  • Develop campaign briefs aligned with strategic objectives (consumption, perception, brand) across email and push.
  • Assist the CRM Manager and Head of CRM in working upstream with stakeholders, shaping strategies to promote content/genres/programmes or products.
  • Ensure all marketing and communications activities reflect BBC Brand guidelines and are in line with BBC Editorial Guidelines.

    • Leadership, Relationships, and Development:

  • Task manage and collaborate closely with CRM Coordinators to ensure effective campaign delivery.
  • Establish working relationships with other teams and stakeholders.
  • Stay updated on marketing and digital trends.

    • General :

  • Drive efficiency and effectiveness in BBC deliverables.
  • Comply with BBC safety rules and policies on Diversity.
  • Contribute to making the workplace a fantastic environment.
  • Ensure value for BBC licence fee payers.

    • Are you the right Candidate?

  • Experience in delivering CRM marketing campaigns from brief to reporting.
  • Ability to manage key stakeholder relationships.
  • Analytical skills and ability to critically evaluate ideas and information.
  • Able to manage and lead campaigns and teams within a complex matrix environment.
  • Ability to meet and set targets and deadlines while managing a wide range of concurrent activities.
  • Strong written and spoken communication skills, as you will work with internal and external creative teams.
  • Excellent and creative copywriting and proofing skills, with painstaking attention to detail.

    • Desirable Skills and Experience:

  • Understanding and knowledge of the broadcasting industry with an interest in creative output.
  • Understanding of BBC Brands, knowledge of the broadcasting industry, and a demonstrable interest in its output, particularly for BBC Sounds.

    • About the BBC

    The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.

    We don't focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Read about them

    Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

    We want to attract the broadest range of talented people to be part of the BBC – whether that's to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

    We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.

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