CRM operations manager (FTC) - EXTEND

Closing date: 21st January 2025

Contract type: Fixed term contract (12 months) 

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.

Location: Office Base is London, Television Centre. This is a hybrid role and the successful candidate will balance office working with home working

Drive innovation and build lasting audience relationships with cutting-edge CRM solutions at the heart of BBC Studios.

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.

The CRM team sit within the Brands & Licencing division of BBC Studios, tasked with growing our addressable audiences across some of our key Brands such as Bluey, Doctor Who, BBC Earth and Top Gear. Our vision is to leverage world renowned content and data to deliver personalised experiences for consumers that builds long lasting relationships with our Brands.

Responsibilities

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.

What does it take?

Essential

• 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.

Desirable

• 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.

Life at BBC Studios

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. Please make sure you’ve read about our values and behaviours here.

The BBC is committed to building a culturally diverse workforce and therefore strongly encourages applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from individuals, regardless of their background. More information on our D&I plan can be found here.

BBC Studios puts sustainability at the heart of everything we do both onscreen and offscreen, including delivering against the BBC Group’s science-based Net Zero targets. More information on sustainability at BBC Studios can be found here.

Extend scheme

This role is advertised as part of our BBC Extend programme for disabled people. To apply for this role you should identify as deaf, disabled or neurodivergent and must meet either: the definition of disability in the Equality Act (2010), or the definition of disability in the Disability Discrimination Act (1995) if applying in Northern Ireland. You’re broadly defined as disabled under both acts if you have a physical or mental impairment that has a substantial and long-term negative or adverse effect on your ability to do normal daily activities. This definition includes both apparent and non-apparent conditions and impairments, and medical conditions such as Cancer, HIV or Multiple Sclerosis. 

We are committed to making the process of applying for this role as accessible as possible. If you need to discuss adjustments or access requirements for the application process, or have any questions about our BBC Extend programme, please contact the BBC Extend team.

The BBC are fully committed to providing workplace adjustments to help eliminate barriers in the workface that disabled people face. To do this, we have our own dedicated BBC Access and Disability Service that provides assessments and support throughout employment with us. If you are successful in applying for this role and require workplace adjustments, we will work with you to get your adjustments in place.

Please state in your application that you found this role through Creative Access.