CRM Operations Projects Specialist

What You’ll Do as a CRM Operations Projects Officer (Specialist)

We want you to feel challenged and inspired. Here, you’ll develop your skills across a range of responsibilities:

• Lead end-to-end delivery of CRM automation projects in Salesforce Marketing Cloud, covering briefing, design, build, testing, launch, and post-launch optimisation, while managing timelines, risks, and dependencies.
• Partner with the CRM Operations Automations Manager to translate CRM strategy and roadmap priorities into clear, actionable project plans.
• Design, build, and enhance automated customer journeys in Journey Builder (lifecycle, behavioural, transactional), ensuring solutions are scalable, maintainable, and aligned to best practices and platform standards.
• Continuously identify and implement optimisation opportunities across automations, improving logic, segmentation, orchestration, and data utilisation.
• Work closely with CRM Operations Coordinators to plan, prioritise, and deliver automation activity, providing clear briefs, technical direction, and day-to-day guidance for high-quality execution.
• Act as a central coordination point within CRM Operations, ensuring alignment of multiple initiatives with agreed priorities, timelines, and effective handovers across briefing, build, testing, and launch stages.
• Collaborate cross-functionally with CRM Campaigns, Engagement, Technology, and Data teams to translate briefs into automation requirements, advise on feasibility, and ensure seamless implementation, integration, and deployment.
• Own testing, QA, and governance by coordinating functional testing and UAT, reviewing builds, ensuring compliance with data standards and documentation, and maintaining runbooks and operational processes.
• Act as the first escalation point for operational and technical delivery issues, resolving where possible and escalating risks or decisions appropriately.
• Monitor automation performance and operational health, deliver reporting and insights, and drive continuous improvement by enhancing designs, processes, scalability, reliability, and reducing manual effort.