Commercial CRM Executive - Permanent

Kingfisher

1d•Hybrid

About The Position

The Commercial CRM team's role is to drive value from customers at all stages of their relationship with the company. This involves utilising customer data and consent to maintain and grow each customer relationship, aiming to drive business growth including sales, profit, and long-term loyalty. This Commercial CRM Executive role is a key supporting position in the planning, execution, reporting, and optimisation of Loyalty & CRM activity and programmes for the entire business, encompassing both B&Q and TradePoint.

Requirements

Proven experience in CRM strategy and execution, driving customer engagement, retention, and lifetime value.
Ability to analyse customer insights and reports to optimise campaigns and drive revenue growth.
Experience working in agile environments, with familiarity in CRM platforms and project management tools.
Excellent communication, influencing, and collaboration skills, ensuring alignment across teams and external partners.
Strong attention to detail in CRM campaign execution, ensuring accuracy in email, SMS and Push notification messaging.
Ability to manage multiple campaigns simultaneously at different stages of production, prioritising effectively and maintaining quality throughout.

Responsibilities

Support with the definition and delivery of the CRM strategy working in the Commercial CRM squad.
Deliver programmes – planning through to QA - which achieve CRM strategy goals and objectives, with the support of the Commercial CRM Managers.
Support with interrogation of programme performance and the definition and delivery of programme optimisation roadmaps and test and learn plans.
Facilitate the execution of the CRM strategy, focusing on Loyalty Lifecycle and digital-led behavioural programmes, through the implementation of CRM initiatives as well as Basket Trade Driving and Category Trade Driving activities.
Support CRM Managers with the definition of programmes that support CRM and business objectives.
Support CRM Managers to define clear roadmaps for programme optimisation, with test and learn plans, ensuring the execution of these delivers meaningful results that lead to improved financial performance and positive customer behaviour impact.
Work hand in hand with the Analytics & Automation and Personalisation teams to define the data planning, targeting, offer allocation and campaign build design, defining requirements whilst seeking their SME input.
Work with all relevant agencies and internal teams to brief, build and execute plans, ensuring all activity is delivered to agreed process, on time, on budget and meets quality standards.
Champion campaign performance reporting; engagement KPIs and target vs control incremental performance reporting – frequently review results vs programme KPIs and look for opportunities to drive improved outcomes through optimisation and test and learn opportunities.
Strive for excellent end to end operations within the Commercial CRM squad, identifying and delivering against opportunities to improve on processes and ways of working for the greater good of the team.
Maintain excellent knowledge management within the scope of programme design, plans/roadmaps, test plans, performance, learnings, processes and key documents, working to the knowledge management structure within the team.
Strive to understand and maximise the capability of our CRM tools - Braze and Tealium – to drive innovation and efficiency.