Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- CRM Executive supporting B2B CRM and engagement strategy to drive commercial return at ITV Studios. Involves building campaigns, analysing performance, and AI adoption for marketing.
Responsibilities
- Build, design, write, schedule and optimise email marketing campaigns, journeys and automations in Salesforce Marketing Cloud.
- Support segmentation and personalisation to improve relevance and performance across B2B audiences.
- Maintain and update campaign templates, ensuring accuracy, brand consistency and strong UX.
- Develop and deliver BAU email programmes and support communications for Distribution Sales, Brand Licensing and Zoo 55.
- Monitor campaign and journey performance, providing actionable insights to increase engagement, retention and conversion.
- Run A/B and multivariate tests (subject lines, content, design, timing, personalisation).
- Identify quick wins and longer-term opportunities to enhance customer experience across the lifecycle.
- Work with CRM & Engagement Manager and analysts to interpret results, spot trends and create dashboards or reports for stakeholders.
- Ensure high standards of data quality and compliance (e.g. GDPR).
- Support ongoing improvements to customer data capture and enrichment.
- Maintain best practice for data hygiene within Salescloud collaborating the Sales Coordinators and Salesforce Administrators across the business
- Champion the use of AI tools across the marketing team—identifying relevant apps, testing new capabilities and sharing best practice.
- Help colleagues adopt AI for content creation, insight generation, workflow efficiency and experimentation.
- Track progress against team AI use cases and maintain momentum behind innovation initiatives.
- Work closely with the CRM & Engagement Manager to deliver the CRM plan. Building relationships across Marketing, Tech and external partners
- Raise, track and reconcile purchase orders (POs), invoices and budget trackers related to CRM, marketing and AI tools.
- Partner with key business areas across ITV Studios to support and develop their CRM and engagement needs.
- Contribute ideas proactively and help drive a culture of continual learning and improvement.
Requirements
- Established experience in a CRM, email marketing or digital engagement role (B2B desirable but not essential).
- Working knowledge of Salesforce Marketing Cloud (or similar ESP), including email builds, journeys and segmentation.
- Confident Salesforce user including Marketing Cloud other marketing tools such as DotDigital and C Vent desired but not essential
- Confident with all Mac operating systems, G Suite, MS office including Excel and Powerpoint
- Understanding of managing and creating databases and templates preferred
- Good working knowledge and understanding of the Salesforce products Marketing and Sale Cloud
- Understanding of GDPR and responsible data use
- Strong analytical mindset and confidence in interpreting performance data.
- Curious, experimental and comfortable trying new tools and technologies, especially AI.
- Excellent organisation, time-management and communication skills; able to deliver accurately at pace across multiple campaigns.
- Strong written communication and attention to detail.
- Creative mindset not only for campaign creation but in problem solving
- Naturally curious – asks questions, explores data, and actively seeks better ways of doing things
- Detail-oriented – balances creativity with precision, ensuring high standards of accuracy and compliance
Benefits
- Flexible working with a range of options to suit everyone
- Generous holiday allowance, plus you can buy more
- Annual bonus opportunity
- Competitive pension contribution
- Save as you earn - with an opportunity to buy ITV shares
- Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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