CRM Technical Lead

Greater London
Full time
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Philip Morris International UK
FMCG & consumer goods
501-1,000 employees
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‘Be a part of revolutionary change’

About us
At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions!

We are looking for a CRM Technical Lead to join our Digital Team. In this role, you will be supporting the CRM team on implementing and optimising customer led programmes, to improve overall set up of campaigns, using generate findings and improve campaign effectiveness.

Your ‘day to day’

As the technical Lead, you’ll be responsible for supporting the Global deployment team to ensure the set-up of all CRM journey and one of campaigns within Sales Force Marketing Cloud is accurate that will support the CRM leads in the team to deliver each campaign. As part of this, you will develop testing plans, reviewing setup of audience criteria for CRM and trigger set ups to ensure the journey is working seamlessly and gathers all required information across omni-channel in the customer lifecycle.

By regularly reviewing journey implementations, you’ll ensure journey accuracy so that all activity is driven and refined through ongoing reporting and customer insight in order to maximise customer loyalty and satisfaction.

You will be the main point of contact for data maintenance, system functionalities, conduct quality checks and provide approvals. With this, you’ll maintain 360° view on CRM campaign effectiveness and ensure appropriate campaign tracking. This role will require close partnership with the Data and CX teams.

To support the goals of the loyalty and CRM strategy, you’ll support the CRM and Loyalty governance approach and align with required air traffic control processes to ensure personalised interactions with consumers.

About You

  • We are looking for someone with experience in developing and testing one-off campaigns and automated journeys in a CRM Platform.
  • To succeed in this role, you will need to demonstrate a high level of accountability and good communication skills.
  • You are someone that is resilient, and can manage multiple goals and deadlines.
  • You are someone who understands audience targeting and dynamic segmentation criteria according to a data dictionary including reference data.
  • You’ll have a good understanding of SQL e.g. for setup of audience criteria for CRM and to query database for results.
  • You are familiar with troubleshooting and mapping of integrations between interconnected systems such as registration platform, website, CDP and Salesforce Marketing Cloud.
  • You can perform QA checks of audiences and campaign setups produced by other CRM developers and can use BI tools for data analysis and to prepare results reporting on campaigns.
  • You have ideally worked on campaigns integrating Salesforce Marketing Cloud and Salesforce Service Cloud e.g. Journeys with triggers to create outbound calls or cases.
  • You can Produce reporting and work with campaigns featuring personalised content - text, gif, video, image,

What we offer
We are a Global organisation that supports our colleagues around the world. We pride ourselves in providing security in an ever-changing world.

PMI offers outstanding performers the opportunity to develop themselves, and grow their careers within the business, both locally and worldwide. Working with us offers a demanding, fast paced career, and we want to reward that.

From our competitive salary, flexible working options, enhanced parental leave policy, medical cover, life assurance and season ticket loans, we have you covered. Our comprehensive flexible benefits pot allows you to further tailor your benefits to suit you.

Our commitment to inclusion
PMI is on a continuous journey to ensure that all of our people feel welcome, valued, and that they belong. We have a growing list of employee resource groups that cover age, disability, LGBTQ+, race and ethnicity, and parents. Our ERGs are inclusive, open internal networks that we encourage all of our employees to join. We’re also extremely proud to be the first global company to be awarded Equal Salary Certification.

We take wellbeing seriously, so we have trained mental health First Aiders to help support our employees, as well as support in the form of our LifeWorks app and Employee Assistance Programme.

PMI is an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.