CRM Operations Projects Specialist

Overview

In this role, you lead end-to-end CRM automation projects in Salesforce Marketing Cloud to deliver scalable, well-governed customer journeys. You’ll collaborate with cross-functional teams to translate strategy into actionable plans and optimise automations for efficiency and impact. You act as the central coordinator within CRM Operations, ensuring alignment, quality, and smooth handovers across briefing, build, testing, and launch. You’ll be shaping how CRM experiences engage customers while driving continuous improvement and operational health.

Pay / Benefits

• Healthcare
• pension
• potential bonus
• 27 days annual leave plus bank holidays
• option to buy 5 more days
• tax saver ticket

Responsibilities

• Lead end-to-end delivery of CRM automation projects in Salesforce Marketing Cloud, including briefing, design, build, testing, launch and post-launch optimisation
• Translate CRM strategy and roadmap priorities into actionable project plans with the CRM Operations Automations Manager
• Design, build and enhance automated customer journeys (Lifecycle, Behavioural, Transactional) ensuring scalability and maintainability
• Identify and implement optimisation opportunities across automations to improve logic, segmentation, orchestration and data utilisation
• Coordinate with CRM Operations Coordinators to plan, prioritise and deliver automation activity with clear briefs and technical direction
• Act as central coordination point within CRM Operations ensuring alignment of initiatives with priorities and timelines
• Collaborate cross-functionally with CRM Campaigns, Engagement, Technology and Data teams to translate briefs into automation requirements and oversee deployment
• Own testing, QA and governance including functional testing, UAT, documentation and runbooks
• Escalate and resolve operational and technical delivery issues and manage risks or decisions appropriately
• Monitor automation performance and health, deliver reporting and insights and drive continuous improvement

Key requirements

• Solid experience in CRM operations, marketing automation or campaign delivery in a fast-paced B2C environment
• Hands-on Salesforce Marketing Cloud experience (Journey Builder, Automation Studio) and exposure to Movable Ink
• Technical capability in email development (HTML, CSS, JavaScript) and experience with CRM databases, data structures and SQL
• Analytical mindset with experience in reporting and deriving insights for optimisation
• Strong communication and collaboration skills with senior stakeholders across marketing, digital and technology
• Experience supporting governance and data compliance, guiding junior team members
• Delivery-focused, proactive and able to operate between strategy and execution with problem-solving skills

• collaboration
• interpersonal communication
• problem-solving
• Salesforce Marketing Cloud (Journey Builder, Automation Studio)
• Movable Ink exposure
• HTML, CSS, JavaScript

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