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About the Role
We are seeking a CRM Specialist to strengthen relationships with subscribers and customers by delivering engaging, data-led communications that drive retention, loyalty, and long-term value. You will shape customer journeys, deliver impactful email campaigns, and use data and testing to create meaningful customer experiences.
Responsibilities
- Own the end-to-end delivery and performance of CRM campaigns, newsletters, and customer lifecycle journeys.
- Plan, build, QA, and deploy email communications across multiple brands.
- Manage CRM calendars, coordinating activity across a diverse portfolio and balancing competing priorities.
- Analyze the effectiveness of newsletters and automated journeys, identifying opportunities for improvement.
- Develop and execute testing and optimization plans to improve engagement, retention, and commercial performance.
- Use segmentation, personalization, and automation to deliver relevant customer experiences.
- Turn campaign data into actionable insights and recommendations for stakeholders.
- Help customers better understand and experience the value of their subscriptions.
- Support the development of engaged communities around our publications through effective CRM strategies.
- Collaborate with marketing, brand, and commercial teams to ensure customer communications are aligned and impactful.
- Maintain high standards of quality, accuracy, and CRM best practice through thorough QA processes.
Requirements
- Proven experience delivering CRM, email marketing, and customer lifecycle campaigns.
- Hands-on experience with a CRM platform such as HubSpot, Iterable, Braze, or similar.
- Strong understanding of customer segmentation, personalization, automation, and lifecycle marketing.
- Experience using data and customer insights to inform decisions and improve performance.
- Knowledge of email best practice, including deliverability, compliance, contact frequency, and customer experience.
- Experience running A/B tests and implementing learnings to optimize future activity.
- Excellent analytical and problem-solving skills.
- Strong stakeholder management and communication skills.
- Exceptional attention to detail.
- Ability to effectively manage multiple projects and priorities in a fast-paced environment.
- Curious and analytical, with the instinct to dig into performance changes and turn understanding into action.
- Confident asking questions, challenging requirements, and constructively pushing back when there's a better approach.
- A proactive, collaborative, and customer-focused approach.
Skills
- CRM
- Email Marketing
- Customer Lifecycle Marketing
- Segmentation
- Personalization
- Automation
- Data Analysis
- A/B Testing
- Stakeholder Management
- Communication
- Attention to Detail
- Project Management
- Reporting
- Visualization
Location
- Dundee
- Aberdeen
- Glasgow
- London
Work Type
- Hybrid
- Full Time
- Permanent
Experience Level
- Mid-level
Benefits
- Hybrid and flexible working options
- 34 days annual leave (including public holidays)
- Enhanced family-friendly policies
- Pension scheme
- Life assurance
- Employee discounts and benefits platform
- Learning and development opportunities
About the Company
- At DC Thomson, we've been telling stories, building communities, and creating trusted brands for more than 120 years.
- Our portfolio includes some of the UK's most recognisable and beloved consumer brands, including The Beano, The People's Friend, My Weekly, and bunkered.
- DC Thomson is a business that's continually evolving while staying true to the audiences and communities we serve.
- You'll have the opportunity to work across a range of iconic brands, collaborate with talented colleagues, and make a genuine impact on how we engage with our customers.