Commercial CRM Executive

B&Q is a company dedicated to helping customers improve their homes, and they are seeking a Commercial CRM Executive. This role focuses on driving value from customer relationships through effective CRM strategies, supporting the definition and execution of initiatives that enhance customer engagement and loyalty.ResponsibilitiesFacilitate 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 activitiesSupport CRM Managers with the definition of programmes that support CRM and business objectivesSupport 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 impactWork 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 inputWork 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 standardsChampion 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 opportunitiesStrive 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 teamMaintain 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 teamStrive to understand and maximise the capability of our CRM tools - Braze and Tealium – to drive innovation and efficiencySkillsProven experience in CRM strategy and execution, driving customer engagement, retention, and lifetime valueAbility to analyse customer insights and reports to optimise campaigns and drive revenue growthExperience working in agile environments, with familiarity in CRM platforms and project management toolsExcellent communication, influencing, and collaboration skills, ensuring alignment across teams and external partnersStrong attention to detail in CRM campaign execution, ensuring accuracy in email, SMS and Push notification messagingAbility to manage multiple campaigns simultaneously at different stages of production, prioritising effectively and maintaining quality throughoutBenefitsPensionPMIShareSave6.6 weeks holidayHybrid Working (1 day per week in office)BonusShareSave optionsPayroll givingEmployee Assistance ProgrammeShopping discountsColleague wellbeing benefitsLots moreCompany OverviewB&Q are the UK’s leading home improvement and garden living retailer with over 300 stores and our Store Support Office in Southampton. It is a sub-organization of Kingfisher. It was founded in 1969, and is headquartered in Eastleigh, Hampshire, GBR, with a workforce of 10001+ employees. Its website is http://www.diy.com.



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