CRM Technical Delivery Manager

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Company Description

This is an exciting opportunity to grab hold of a pivotal role within the Greene King Digital Customer Engagement team as we head into our next phase of transforming digital delivery.

You will relish the opportunity to take our Braze implementation to the next level, maximising the platform capability to deliver compelling customer journeys and driving significant uplift from hyper targeted campaigns across all channels.

You will work alongside our CRM marketing team supporting them in bringing to life their key brand and customer objectives, together with our product teams to fuse capability and marketing output as well as working closely with our data and analytics teams.

Job Description

This role is a Manager (M2) Career Band

Your role as CRM Technical Delivery Manager

The CRM Technical Delivery Manager is responsible for the ongoing management of the platforms, data, and processes used by the wider CRM executional teams. Working alongside other business owners and agency partners, you will be responsible for ensuring that the CRM comms plans and objectives have the appropriate tools and data needed for success.

• HTML content blocks, designed for easy re-use by non-html developers
• Logic blocks that allow the quick deployment of dynamic panels, relevant to every guest
• Creation and maintenance of automated journeys through Braze and HTML development
• Supporting business owners with technical CRM requirements in wider business epics and scoping
• Ensuring CRM campaigns and journeys are optimised for the data and analytics teams to provide accurate and relevant reporting
• Supporting in specific campaign creation through both Braze and HTML deployment
• Implementation and maintenance of API-led 1st and 3rd party data tools to promote relevant comms
• Providing documentation and ongoing training for the wider CRM team to ensure accurate execution of CRM campaigns
• Provide business and hands-on-keyboard support for the implementation and roll out of new CRM channels and agency-led executions
• Lead the business on new innovative or scalable ways to do CRM execution
• Strong relationships with Braze CSM team to ensure new opportunity and functionality are understood and tested
• Responsibility for the management and development of a team of internal developers - as well as managing external developer resource - ensuring new campaigns are designed and executed to the highest capability, accurately and on time - as well as being responsible for QA.

What you'll bring......

Professional Expertise

• Braze experience preferable (or experience of a similar role with a comparable platform)
• Ability to multitask and manage the delivery of high-volume campaigns at a fast pace interfacing between CRM team, data, design and developers
• Experience of managing and developing a team of developers
• Proven experience in delivering a high volume of high-quality marketing automations that deliver significant benefit
• Confident facilitator, clear communicator, problem solver and stakeholder manager
• Experience with managing external/3rd party suppliers e.g. Moveable Ink and Validity
• Management of email deliverability
• Analytical capability to interpret campaign KPIs and tactics to improve commercial performance
• You like to keep an eye out for the latest trends and developments in marketing technology and make recommendations to benefit the team
• Experience with creating campaigns with segmentation and personalisation.
• Ability to learn new system features quickly using documentation and instinctive research.
• A good understanding of how design and development combine.
• Prior experience in delivering multiple CRM campaigns and working at pace.
• Ability to work within a team responsible for delivering campaigns across a number of brands - driving operational efficiency across the team.
• GDPR/PECR understanding and proven experience in applying data regulations to campaigns.

Technical Expertise

• Strong technical awareness and proficiency - particularly with marketing tools such as ESPs and CDPs - preferably Braze - 3rd party integrations and data delivery flows, with the ability to adapt to both strategic and hands-on requirements
• Experience with a mix of CRM channels (email, push, in product messaging etc) and how they are fed with customer data
• Experience with setting up and carrying out fail-safe QA processes
• Dynamic email template design and coding Proficient in HTML, CSS including using this for building emails (including nuisances of all Mail Clients e.g. Outlook 'mso' variants in code and Gmail)
• Have used 1 or more other languages such as (Java/JQuery, PHP, AMPScript, Liquid etc) for a year or more
• Able to manipulate existing, or create from scratch, custom code that can help improve efficiency within templates or HTML scaffolding
• Understanding of variables and arrays and have used other languages like PHP / Jquery/Java / Liquid alike
• Understanding of how API's work, and used them for basic code inputs either within websites or email before
• Proficient in JSON including formatting and de-bugging
• Understanding of SQL to a good level
• Understanding of how databases, data tables and rows of tables work within reference to data (SQL Lite, MySQL etc)
• Understanding of what IP Addresses do and has managed or worked with deliverability before, including knowing about sub-domains and how they link to IP Addresses
• Good knowledge of how websites work (e.g. DNS / TXT Files etc / Google UTMs / URL parameters and so on)
• Proficient in Excel for data handling and know the difference between CSV and other formats in relation to data and uploading data
• Rounded understanding of how email, website, app work or can initiate a technical requirement, to allow for greater best practices and harmony of product
• Worked with product-based platforms such as JIRA or ADO before
• Creation of documentation using platforms such as Notion or Confluence
• Integrations experience with promotional platforms
• Comfortable with other languages such as PHP Frameworking, Ruby, Python or other modern variable scripting languages.
• Ideally some experience of working with an integrated DAM