Job Introduction

BBC Studios is a global creative powerhouse for the development, production and distribution of bold, British content. We produce over 2,500 hours of content per year, have offices in 22 markets globally, including seven production bases in the UK and production bases and partnerships in a further nine countries around the world. The business generates revenue of £1.4bn, returning around £200m profit to BBC Public Service each year. In the UK, BBC Studios enables audiences to enjoy their favourite BBC programmes and brands outside the licence fee-funded window on alternative platforms, through a range of partnerships, and in multiple formats, from products and magazines to events and experiences.

The way we consume content is everchanging and we are building a new agile team to adapt and drive forward a new strategy in a diverse and highly fragmented market. As the CRM Manager, you will be a key stakeholder and senior leader in the Global Digital Consumer Engagement team.

The Digital Consumer Engagement team’s purpose is to build addressable audiences across social, audio, web and CRM. We curate and commission content that captivates audiences and delivers attribution back to BBC brands, franchises and branded services – with the ultimate goal of driving both direct and indirect revenue for BBC Studios. This role covers an enviable portfolio includes power brands such as including Top Gear, Doctor Who, BBC Earth, Global News and exciting new IP in Food and Reality. The CRM Manager works to build & maximise our addressable audience across our genres and brands.  It will specifically focus on the development, operation and optimisation of CRM capability, to grow our engaged fan communities.

Role Responsibility

As a CRM Manager you will work with email, social, digital marketing, VOD and website teams around the business, as well as with BBC PS, to understand their needs and create the overall approach for CRM platforms, processes and activity.

You will suggest innovative new CRM approaches and bring trials to market (e.g. news digest email). Develop frameworks that allow a test & learn approach to challenge our existing activity, identify and recommend changes, and drive on-going performance improvement.

You will implement lifecycle CRM programs in order to generate incremental revenue, engender customer loyalty and reduce churn.

You will work with data science to design data segmentations and then implement them in the CRM activities. You will ensure that all CRM activities are evaluated and that learnings are taken forward to future campaigns.

You will ensure all email output is of appropriate quality and complies with all relevant BBC guidelines and procedures. Ensure the correct functioning of escalation and issue management procedures.

You will ensure all users of CRM systems are trained in their effective use. You will raise awareness of CRM approaches around the business and embed in marketing thinking.

You will manage executives and co-ordinators: overseeing their work, supporting them to manage workload, create a development plan for their progression.

You will provide guidance and support to regional, brand, and product areas on best practice CRM and manage day to day management of the CRM agencies.

The Ideal Candidate

At BBC Studios, we seek people who are passionate about who we are and what we do.

The successful candidate will be an inspirational leader who puts people first, values difference and motivates teams to deliver their very best. You are organised, able to juggle multiple priorities and deliver at pace to tight deadlines.

You will have used your passion, knowledge and experience to create data and CRM strategies and will have excellent knowledge and experience in using Salesforce Marketing Cloud.

You will have a proven background using campaign management tools, strong knowledge of HTML and be comfortable getting to grips with new systems and tools. 

You are a great collaborator able to deliver creative and strategic excellence across organisational boundaries, embrace change and make improvements to working practices. You are proactive, seeking out and delivering on new ideas.  

You will have a high EQ, great interpersonal skills and are able to influence and persuade even the trickiest of stakeholders. You are a self-sustaining, resilient and proactive. Able to manage self and others within a complex matrix environment with shared responsibilities across the BBC.

You will have strong analytic skills and extensive experience working with data. You understand value levers and are able to translate KPIs to business activity.  You have knowledge of data segmentation and profiling techniques.

#youmakethebbc

Package Description

Band: C
Contract type: Permanent
Location: London, W12 - Must be able to commute to office on a regular basis.

Working pattern: Hybrid working. (Home based plus office based 2-3 days per week.)

We are really proud to share that we are a Level 2 Disability Confident Employer and so if you require any reasonable adjustments in order to apply please do contact us on resourcing@bbc.co.uk with the job reference in the subject. We advertise all our roles on Evenbreak, the specialist job board for disabled candidates

• Flexible / agile working - opportunities across the business. We’re happy to discuss a formal flexible working pattern. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.
• Excellent career progression â€“ the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
• Unrivalled training and development opportunities â€“ our in-house Academy hosts a wide range of internal and external courses and certification.
• Benefits - We offer a competitive salary package, a flexible 35 hour working week for work-life balance and 26 days (plus an additional day which is a Corporation Day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.