GET TO KNOW US
At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experiences to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
KNOW THE ROLE
The SFMC Analyst role of Web Operations aims to put the customer at the heart of decision making and business strategy by providing insights about our customers and how they engage with Brown Thomas Arnotts.We do this through data analysis and by listening to and representing the voice of the customer. We also engage customers with relevant, personalised content and experiences throughout their lifecycle.
The SFMC Analyst supports the CRM and digital strategy through the creation and delivery of the commercial customer communications programme and the implementation of customer lifecycle journeys, to improve customer engagement, value and retention.
SFMC Platform Management
1. Be the expert in and day to day management of SFMC platform by leading the technical development of customer journeys and marketing automations, to deliver performance marketing KPIs, including OR, CTR, conversion and revenue
2. Analyse, build, test and deploy scalable processes for customer campaigns including personalization and dynamic content, across different Marketing Cloud Studios
3. Work closely with Loyalty Manager and Senior CRM Executive to set up lifecycle journeys & automations, using logic, audience segmentation and design tools. Ongoing optimisation of same
4. Be the SFMC lead for OMS operations and journey enhancements
5. Provide day to day support for the digital team, creating segmentations for emails, considering campaign data provision, creation of data extensions for the commercial email programme, social, paid search and Push
6. Build use cases for SMS, Whatsapp strategy (and other relevant channels) to extend customer reach and engagement KPIs
7. Build and maintain integrations with external systems (e.g. FTP, Salesforce, API)
8. Create Cloud Pages and track for campaigns, events & competitions
9. Provide troubleshooting, be first line of support for stakeholders working on deliverables and encountering errors or technical issues with SFMC platform
Analysis and Reporting
10. Build analytics reports to showcase performance KPIs, including OR, CTR, conversion, revenue, ROPO etc. where relevant, for Email, SMS, Paid search, Social and Browse
11. Implement creative ways of displaying KPIs, such as dashboards, and other data visualisations to showcase campaign performance, in relatable ways
12. Maintain well documented processes, solutions and marketing campaigns on the SFMC platform
Optimisation
13. Identify optimizations for audience segmentation and analysis across all Performance Marketing channels, e.g. email, SMS, etc
14. Make recommendations for enhancements and modifications to improve system performance, efficiency, internal business process, and reporting
15. Advise on best practices and approaches on Salesforce Marketing Cloud
Support
16. Assist the Web Ops team where needed in supporting issues with other salesforce platforms such as Core, Order manager and SF Commerce Cloud
17. Look for opportunities to identify potential improvements in customer flows across all systems
Stakeholder engagement
18. Partner with other teams in data & analytics on strategy and execution of technical projects relating to marketing strategy focused on customer data analysis, including personalisation
19. Manage monthly reporting on performance marketing metrics for senior audiences, organising and presenting findings and improvements to stakeholders via reports and presentations
20. Create training and user documentation, maintaining ongoing documentation processes as business needs evolve or as new SFMC features are added
KNOW WHAT WE'RE LOOKING FOR
21. Minimum 5+ years of experience as a Business Analyst/ Techno functional Salesforce consultant
22. Minimum of 2+ years of experience working in Salesforce Marketing Cloud products, including Email Studio, Mobile Studio, Automation Studio, Content Builder, Journey Builder
23. Experience with setting up communication sends, content management, and data management within Salesforce Marketing Cloud which includes but is not limited to the following:
24. Creation and scheduling of automation activities in Automation Studio
25. Creation and sending of email templates (HTML and Content Blocks) and mobile push templates
26. Leveraging AMP script, JavaScript and other SFMC scripting languages for email and web page personalization
27. Salesforce Certifications: Marketing Cloud Email Specialist and Marketing Cloud Developer preferred; Marketing Cloud Consultant and Marketing Cloud Administrator certifications a plus
28. Knowledge of current marketing technologies utilized in supporting customer engagement & digital marketing operations, e.g. Marketing Automation, Personalization, Segmentation techniques
29. Strong analytical, problem solving and technical skills
30. Bachelor’s degree
31. Strong collaboration skills to work with cross-functional teams
32. Background in retail preferable
33. Superior knowledge of data mining and segmentation techniques.
KNOW WHAT'S IN IT FOR YOU
We believe every team member should have the opportunity to curate a meaningful career that enhances professional and personal development. That is why we foster a culture of belonging and inclusiveness where your voice is valuable. A great customer experience starts with a great people experience, and we’re proud to have been recognised by multiple industry bodies for our progressive workplace culture.
As a Brown Thomas Arnotts team member, you will benefit from:
34. Competitive Salary
35. Contributory Pension Scheme
36. Competitive annual leave entitlement
37. Team Member discount across the world’s most iconic brands
38. Recognition Days for Volunteering & Wellbeing
39. Wellbeing Initiatives
40. Extensive Learning & Development Offerings
41. Leading Talent Programmes
42. Flexible Working Model
43. Additional Benefits
KNOW HOW WE WORK
Experience is our business: Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
We Are More Than Shops: We create enjoyable places, to excite, where people socialise, discover, learn and are inspired, and where local communities are enriched.
We are Curators: Our unique range of product and services are key to the sense of excitement that Brown Thomas Arnotts is renowned for, whether for a special day or every day, things that make our customer’s lives better.
We Care for Our People: We believe a great customer experience starts with a great people experience. That is why we promote a culture where talent is nurtured and where creativity and learning are valued.
We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious, considerate and commercial.
Brown Thomas Arnotts is an equal-opportunities employer committed to fostering a diverse and inclusive workplace where culture and creativity come together. Our future success depends on the perspectives and contributions of all team members – their diverse backgrounds, abilities and experiences make our business stronger. We don’t discriminate on the basis of gender, marital status, family status, age, disability, sexual orientation, race, religion, and/or membership of the Travelling community.