Senior Personalisation Manager

About the role

Senior Personalisation Manager
From £80,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + hybrid working

We believe anyone can improve their home to make life better. From our Southampton store support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Our Customer team is going through an exciting period of expansion; join us as a Senior Personalisation Managerand you’ll be a big part of this.

At B&Q we have a hybrid approach to working to increase flexibility in how we work. For this role we expect you’ll be working from our Store Support Office as and when there is a delivery need. Speak to our recruitment team to find out more.

Key responsibilities

The CRM & Loyalty team drives value from our customers at all stages of their relationship with us. We focus on utilising our customer data to maintain and grow each customer relationship, in order to drive business growth including sales, profit, share and long-term loyalty. The role is focused on two areas; i) CRM automation delivery through Tealium and Braze campaign build design and execution, as well as ii) owning, defining and realising new personalisation capability. In this role you will ensure we maximise use of our marketing automation tech and lead the resources who are responsible for operational delivery of campaign build design and deployment.

You’ll ensure we maximise outputs from our existing technology, as well as defining additional tech and capability requirements. You’ll lead the definition and delivery of personalised offers and messages capability, so that we can deliver personalised experiences to customers before, during and after they shop across all of our channels.

• Lead the personalisation and marketing automation team, building a technically skilled operating team who have SME knowledge of the Customer Data Platform – Tealium, and the customer engagement platform – Braze.

• Define and deliver tech requirements to improve marketing automation capabilities.
• Collaborate with colleagues in tech and product ownership to define the requirements and delivery approach where new data and tech integrations are required.
• Lead on the integration of all CRM, Social and Digital Marketing channels into Tealium and Braze, so as to enable multi-channel campaign orchestration at a customer level.

• Be accountable for the Personalisation vision, strategy and roadmap for B&Q and TradePoint, across all channels online and offline.

• Work cross-functionally to gather, develop and define personalisation capability requirements (with other stakeholders such as Head of Data & Analytics, Head of Digital Trading, Head of Performance Marketing and Group resources in CRM and Data) for now and the future, enabling us to achieve the strategic goal of Next Best Action offers and messages in situ to customers as they plan/browse/buy online and in store.

• Communicate the value and purpose of one-to-one personalisation to the business, building a shared understanding of this and driving greater commitment to and investment in it.

• Enable us to achieve personalised offers at scale by defining requirements for personalised promotions and seeking ways to achieve this within our existing and future capabilities, in-house and/or with external suppliers.

• Grow and nurture the team through coaching, training and recruitment. Develop a culture of learning, empowerment, experimentation and collaboration.

Required skills & experience

To be successful in the role:

• You have proven experience in managing marketing automation teams and/or implementing marketing

automation capability.

• You’ve defined and delivered personalised message and offer capability within a business that serves

customers, such as retail or telecommunications.

• You’re passionate about delivering transformation and change, with experience of leading strategic projects to improve capability including technology implementation, proposition, long term planning etc. in CRM & Loyalty
• You are an expert in CRM & Loyalty operations and specifically in personalised offers, with solid understanding of typical pricing and promotions tech infrastructure, and awareness of specialist personalised promotions software partners such as Ecrebo, EagleEye, Talon.One or others.
• You’ve used Jira/Confluence before for managing workloads and documentation.
• You’re passionate about people; looking after the team you lead and growing it in a diverse and inclusive way to champion new ideas and achieve greater success.

What's in it for me?

As part of a great team, you’ll be valued for who you are.We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.