We are turbo charging Digital across M&S. To support this transformation, we are looking for an expert marketing automation manager to join the Growth & Personalisation team. The team is responsible for ensuring we deliver our growth goals, serve personalised experiences to our customers and make the most out our powerful tech-stack. We prioritise efficiently to drive value and deepen the relationship with our customers.

You will focus on building automated journeys using Salesforce Marketing Cloud. Working with business partners across M&S to set up and coordinate multi-channel customer experiences with the purpose of driving relevant and personalised touchpoints across channels.

The marketing automation manager will lead a team of specialists accountable for building and evolving automated customer journeys, finding opportunities to improve journeys effectiveness.

You should have extensive experience building triggered, multi-touch journeys across email and app (push). Be comfortable learning about new emerging channels and new technologies in the CRM space.

The right candidate will feel at ease around large datasets with hands on experience writing SQL, Ampscript, basic HTML & CSS. Understanding the basics of an RDBMS, and what is needed to stich experiences across channels will complete the profile.

Key Accountabilities

• Work closely with team members to develop multi-channel triggered journeys, lifecycle campaigns and data automations within Salesforce Marketing Cloud and M&S data tech stack.
• Facilitate regular prioritisation of activities in the automation roadmap to shape an effective comms hierarchy, ensuring focus on most impactful journeys and alignment with key business objectives.
• Identify new opportunities to embed personalisation across the customer lifecycle.
• Grow customer lifetime value and drive engagement, using propensity models built in collaboration with M&S data science team as well as AI powered capabilities.
• End-to-end management of journeys from briefing, through to execution, QA and reporting.
• Build and deploy behaviour-based audiences and workflow automations, developing segmentation strategies to ensure campaigns are suitably targeted to maximise engagement and conversion.
• Review campaign performances and report on results highlighting useful insights and recommendations for continuous improvements of campaigns performances.
• Partner with insight analysts and mission leads to design innovative test & learn plans, fine tune campaigns decision logic and run A/B tests.
• Lead a small team of in-house specialists and contractors, helping each talent to thrive and contribute to the wider team success.

Key skills

• Experienced building multi-touch automation journeys and lifecycle strategies via SFMC.
• Hand-on experience in end-to-end CRM programmes execution and able to exploit a rich and sophisticated dataset.
• Experience with SQL and building datasets in a RDBMS, ideally experienced in CDP/DMP technologies.
• Familiarity with Jira or similar tools to follow a project's progress across the team.
• Highly skilled at planning and prioritisation, managing multiple stakeholder expectations at the same time.
• Excellent communication skills and ability to explain technical concepts in a clear and concise manner to build consensus.
• Demonstrate analytical curiosity, able to look for insights to optimise the customer journey. You will work collaboratively with data scientists and insight analysts as well as self-serve basic reports.
• A self-started, keen to learn new technologies and participate in trials with third party vendors to drive innovation across the Growth and Personalisation practice.

M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer strives to be an inclusive organisation, trusted and loved by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch either by phone on 0345 300 3725 or by email recruitment.online@marksandspencer.com, so we can make alternative arrangements for you.