CRM Operational Executive

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together – we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

As our CRM Builder & Administrator, you'll play a key role in keeping our CRM activity running smoothly and effectively. You'll take ownership of email deliverability, domain reputation and the technical build behind our customer journeys. You'll also support the wider team with data, insight and day-to-day Salesforce needs, helping us deliver relevant, personalised and reliable communications to our customers.

In this role, you will:

• Keep a close eye on deliverability, inbox placement and domain reputation, highlighting anything unusual.
• Build detailed audience selections and data points to support dynamic personalisation.
• Ensure we're following best practice and put plans in place to protect our reputation if issues arise.
• Support automated, always-on programmes with journey setup and ongoing maintenance.
• Manage campaign insights from start to finish, including counts, selections, analysis and recommendations.
• Build customer journeys in Salesforce, including data extensions, dynamic content, testing and scheduling.
• Act as a Salesforce admin, helping users troubleshoot issues, training new starters and delivering system improvements.
• Spot technical opportunities that improve efficiency and keep the system healthy.
• Maintain data integrity and ensure automations are always running smoothly.
• Build, deploy and monitor all journeys, making sure sends reach the end customer.
• Support CRM users with Salesforce-related queries and manage any escalations with Salesforce directly.
• Work closely with Customer Insights, Customer Services and MarTech teams to deliver aligned CRM activity.
• Set up campaign holdouts so reporting remains reliable and meaningful.
• Manage relationships with third-party partners including Salesforce, Optima and Validity.
• Stay connected to industry trends and apply best practice that protects and improves our brand reputation.

You'll be confident working with data, technology and fast-paced CRM environments. You'll enjoy problem-solving, optimising processes and bringing a customer-first mindset to everything you do.

You'll bring:

• Experience in multichannel CRM marketing
• Strong SQL skills
• Knowledge of AmpScript and HTML (helpful but not essential)
• Experience managing an ESP and understanding data architecture
• Familiarity with Salesforce Marketing Cloud (a bonus but not required)
• Confidence building CRM journeys end to end
• Experience working to tight deadlines
• A test-and-learn mindset and the ability to turn results into clear insights
• Curiosity about CRM trends and emerging best practice
• B2C retail experience (preferred)

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business