Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Support the planning, build, and ongoing optimisation of automated CRM communications, including journey design, audience segmentation, QA, A/B testing, and performance reporting. Work across email and SMS using MS Dynamics to create personalised, trigger-based touchpoints at scale. Contribute to platform enhancement projects and support colleagues in embedding new CRM processes.

Responsibilities

• Support the CRM & Automation Manager to build, test, and activate automated trigger-based journeys within MS Dynamics.
• Build audience segments for new journeys, documenting rules of engagement, entry criteria, and exit criteria.
• Lead the QA and testing process for new journeys ahead of go-live, reporting results and flagging issues.
• Monitor live journeys continuously to ensure campaigns are performing and fit for purpose, updating configurations to prevent bugs and inconsistencies.
• Support the development and execution of A/B testing and test-and-learn strategies, using insights to dynamically optimise live campaigns.
• Work with the Brand and Content Manager to define and implement a structured A/B testing approach across key content and touchpoints.
• Maintain and contribute to the backlog of customer journeys, ensuring planning documentation and requirements are correctly captured.
• Support platform enhancement projects, working alongside the Senior CRM & Automation Executive, IT, and development teams to configure, test, and update MS Dynamics.
• Support the rollout of new MS Dynamics processes, including running training sessions and best practice knowledge shares.
• Align regularly with colleagues across media, brand, content, and creative to ensure CRM activity supports cohesive omnichannel journeys.
• Monitor CRM performance proactively, identifying and implementing optimisation recommendations across live communications and journeys.
• Stay current with developments in marketing automation and AI, recommending improvements to tools, journeys, and workflows.

Requirements

• Practical experience with MS Dynamics or another enterprise-level marketing automation platform, with the ability to build and optimise email and automation flows independently.
• Experience designing and executing customer journey workflows, including trigger-based and lifecycle communications.
• Hands-on experience with A/B testing and test-and-learn methodologies and the ability to translate results into clear optimisation actions.
• Solid understanding of digital omnichannel CRM delivery, covering email and SMS, lead nurturing, personalisation, and journey analytics.
• Strong knowledge of email optimisation best practice, from segmentation and deliverability to content and conversion.
• Experience supporting technical transformation or platform integration projects, working effectively alongside IT and development teams.
• Working knowledge of GDPR and data privacy regulations as they apply to CRM and marketing communications.
• Strong attention to detail and a systematic approach to QA, testing, and documentation.
• Proficiency with Gen AI tools relevant to CRM and marketing automation, including support for content generation, journey ideation, and workflow efficiency.
• Experience building personal AI workflows to improve the speed and quality of campaign output.
• Ability to critically evaluate AI outputs and apply sound judgement, maintaining accuracy, brand consistency, and compliance.
• Agentic approach to problem-solving: break down complex, multi-step challenges and find clear, reliable paths to resolution.
• Equivalent experience gained through work, self-directed learning, or other routes counts equally.

Skills

• MS Dynamics
• Marketing automation platforms
• Email marketing
• SMS marketing
• Customer journey design
• Audience segmentation
• QA and testing
• A/B testing
• Test-and-learn methodologies
• Omnichannel CRM
• Lead nurturing
• Personalisation
• Journey analytics
• Email optimisation
• Deliverability
• Content optimisation
• Conversion optimisation
• Technical transformation
• Platform integration
• GDPR
• Data privacy regulations
• Gen AI tools
• AI workflow development
• Problem-solving

Location

• London, United Kingdom

Work Type

• 12 Months FTC
• Hybrid

Experience Level

• Mid-Senior

About the Company

• Established in 2004, OLIVER is the world’s first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands.
• Partners with over 300 clients in 40+ countries.
• Unique model drives creativity and efficiency, delivering tailored solutions.
• Part of The Brandtech Group, at the forefront of leveraging cutting-edge AI technology.
• AI solutions enhance efficiency, spark creativity, and drive insightful decision-making.
• Values: Be Ambitious, Be Imaginative, Be Inspirational, Be always learning and listening, Be Results-focused, Be actively pro-inclusive and anti-racist.
• Has set ambitious environmental goals around sustainability, with science-based emissions reduction targets.
• Works towards its mission, embedding sustainability into every department and through every stage of the project lifecycle.

Equal Opportunity

• OLIVER, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected.
• All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws.