CRM Manager

CRM Operations Projects Officer – Global Retail Brand 📧🛍️ Pulse is partnering with a well-known retail brand in the middle of a major digital transformation. Big changes are landing across its CRM and customer platforms, including a new email send platform, the UK launch of home delivery and a wave of data transformation work. They're now looking for someone to help CRM Operations deliver all of it. This is a newly created role in the CRM Operations team, the technical and facilitation engine behind every customer communication. You'll be the bridge between CRM and the technology teams who build for them. That means translating creative ideas into clear requirements, challenging where needed, and keeping projects moving on tight timelines. You'll also guide two CRM Operations Coordinators day to day on project work, with no formal line management. What you'll be doing:

• Leading CRM automation projects end to end in Salesforce Marketing Cloud, from briefing and design through build, testing, launch and optimisation
• Owning delivery timelines, dependencies and risks across multiple initiatives
• Staying on top of the technology roadmap and making sure CRM understands what's coming and what it means for customers and revenue
• Translating CRM requirements into something tech teams can build, and challenging them constructively when things don't add up
• Owning testing and UAT, quality-checking builds and keeping governance and documentation tight
• Building strong relationships across CRM, Campaigns, Engagement, Data and Digital Tech teams What they're looking for:
• Around 5+ years in CRM operations, martech, marketing automation or CRM campaign management
• Strong project management skills, ideally with experience of delivering change
• Confident stakeholder management, with real examples of managing up to senior leaders
• A good grounding in Salesforce Marketing Cloud (Journey Builder, Automation Studio) is a big plus. You don't need to do every build, but you need to know what the platform can do. Similar platform experience also works
• Exposure to SQL, HTML/CSS or CRM data structures
• A self-starter who asks questions, flags risks early and isn't a "yes" person
• Retail or e-com background is nice to have but not essential 📍 Location: Berkshire (hybrid, 2 days a week in office) A great chance to shape how CRM delivers through one of the UK's biggest retail transformations. CRM Operations Projects Officer – Global Retail Brand 📧🛍️