We are looking for a CRM Technical Specialist to join Team OB in our Support Office on a Fixed Term Contract until the end of 2025.
This is a pivotal role to support the Growth Marketing team to deliver on key CRM projects in 2025, working on business-critical integrations and projects that contribute to our omnichannel retention strategy. You will work closely with our internal teams and technical support agencies on projects and integrations relating to our Customer Data and Experience Platform, Bloomreach to co-ordinate across departments where CRM use cases require Omnichannel solutions and/or data mapping between systems.
Reporting into the CRM & Marketing Automation Lead, you will be responsible for conceptualising, briefing, testing and co-ordination of projects and integrations with our CDXP, as well as development across email and CRM touchpoints. You will recieve in-depth Bloomreach training from our internal team, as well as accredited certifications relating to the platform, however prior knowledge and experience of CDP systems is required (Bloomreach preferable). Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working of 3 days in the office and 2 days home working each week.
A bit about us …
At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.
Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do.
Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.
More about the role …
A CRM Technical specialist will:
- Data mapping and integration; work with the CRM & Marketing Automation Lead and integration partners on optimising existing integrations, maintaining project health and exploring and creating new data streams and integrations to our CDXP Bloomreach, ensuring each use case is executed to the highest standard
- Project co-ordination; responsible for communication between internal teams and third-party development partners for CRM projects. Organising calls, sharing and requesting information between parties, taking meeting notes and actions and identifying and escalating any blockers to ensure steady progression of projects
- End-to-end testing process including conceptualising, creating and following test scripts, and providing detailed feedback to partners to ensure expected behaviour of CRM use cases on UAT enviroment before live release
- Develop deep understanding of OB's data mapping & system architecture, advising on improvements and ROI of potential integrations and any new Bloomreach functionality. Map out data flows and structure, events, attributes and imports to enrich customer data and enable targeted use cases
- Work with our development agencies and internal content & design teams on the upkeep and optimisation of CRM touchpoints such as FE events, account and subscription sign up points, product recommendations, transactional campaigns, e-receipts, promo codes and other Bloomreach dependencies
- Monitor Bloomreach system health including identifying and investigating any data gaps or errors. Raise support tickets with appropriate parties to fix or enhance
- Assist with technical deliverability maintenance e.g. briefing domain changes, monitoring deliverability reports and working closely with technical partners to mitigate any deliverability risks
- Brief new use case projects to internal teams and external development partners, writing scopes with clear aims and objectives and a focus on creating smooth and engaging customer journeys and personalised experiences
- Manage, plan & prioritise technical task backlog into CRM roadmap and development tracker, feeding back on any blockers or resource clashes and providing clear ROI and impact assessments of priority tasks
- Omnichannel lead generation, customer identification and loyalty use cases support – working closely with our Operations team and Omnichannel taskforce to ensure we maximise the use of our instore POS and e-reciept data, and overseeing any development work needed to create seamless omnichannel experiences
- Working closely with our external DPO and Head of Compliance to ensure proper process is followed and documentation completed, and that we are upholding our high standard with regards to compliance and data protection
- Surveys and data collection across onsite forms, hosted links and web layers e.g. technical support for data capture competitions
- Customer service and stores support for CRM use cases
Bonas Benefits:
- Generous employee discount up to 50% off all OB products
- Free access to our 24 hour employee assistance programme with Care First – offering financial, emotional and vocational support
- Flexible holiday – 33 days (including bank holidays) – increasing to 35 days with length of service
- Annual discretionary profit related bonus scheme
- Free membership for our Westfield Health Cash Plan or Private Medical
- Free access to our onsite gym
- Cycle to work scheme
- Enhanced maternity, paternity, adoption and shared parental leave
- Equity, Diversity and Inclusivity Voice network and EDI team
- Mental Health First Aider support
What we look for:
- CDP / CRM platform experience – ideally Bloomreach or similar
- Knowledge of development processes and best practices e.g. raising tickets, sprint work, project management and software such as Clickup
- Rigorous end-to-end testing of development work across platforms
- Understanding of data mapping, transfer and imports including API and SFTP methods, as well as data formatting e.g. events and attributes preferable. Experience of integrations preferable.
- Strong project management and organisation skills and/or proven project co-ordination experience
- Knowledge of compliance, deliverability and email sending best practices
- Experience with reporting visualisation tools, understanding of data validation methods and actioning insights
- Basic understanding of coding principles preferable e.g. html, jinja
- Strong attention to detail
- Excellent interpersonal skills and the ability to build and maintain strong relationships, internally and with external suppliers and providers
- A passion for our brand and products, understand retail and general consumer buying behaviour
- Proactive self-initiator with ability to prioritise workload and deliver to tight deadlines
- Confident problem-solver with ability to think outside the box and find the best solution
Equity, Diversity & Inclusion at OB
At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.
It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.
Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.
To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity