CRM & Automation Product Manager

BBC Studios

Bold. British. Creative: that’s BBC Studios. Combining the strengths of the UK’s most-awarded production company with a world-class distributor, we fund, create, distribute and commercialize world-class content for the BBC and other UK and international companies. Our aim is to inspire audiences around the globe with quality content that informs, educates and entertains and to strengthen the BBC, our partners and wider industry both creatively and financially. We seek to be the best British content company in the world; a first-choice partner and employer, where everyone can flourish and do their best work.

BBC Digital News and Streaming

At BBC Global Digital News & Streaming, (a team situated within BBC Studios, the commercial arm of the BBC) we aim to help people understand the world around them, make informed choices, and take an active part in society and democracy. As we expand our footprint to meet increasing demand for our style of quality and impartial journalism and unscripted content in North America, we are seeking motivated, passionate, high performing individuals across a variety of skillsets to join our global team. Our primary locations are New York, Washington DC, and London; we are seeking candidates whose location allows them to work hybrid from any of these offices.

Join us and be an essential part of one of the world’s most recognized brands and trusted news organizations.

BBC News is the world’s most trusted source for impartial news. At BBC Studios, our Global News Team delivers and commercializes BBC’s news and fact-based content across digital platforms (Web, App, Streaming and off-platform) to audiences outside the UK.

Job Purpose

To manage delivery of mar-tech audience engagement infrastructure including email platforms (Salesforce) and associated systems. Aligning technology with business processes and goals to connect BBC content with its audience. Initially it will be an email channel focus, ensuring operational efficiency and increasing sophistication of programs. Further scope to expand channels as systems evolve.

Key Responsibilities and Accountabilities

The CRM and Automation Product Manager will support marketing technology systems to deliver timely and relevant communications the BBC audience. They will initially focus on Salesforce Marketing Cloud, email building CMS for setup and delivery of BBC newsletter programs. They will be partner with internal teams and external agencies. Longer term they will support and plan development of multi-channel, automated, personalized marketing systems.

Role Responsibility

• Building, updating and troubleshooting email templates and modules within Salesforce Marketing Cloud
• Managing Email CMS including administration, development and vendor management
• Data management within Salesforce Marketing Cloud including data extension and publication list setup/updates
• Testing newsletter features and ensuring they meet requirements (e.g., RSS news feed, checking data flows)
• Build automated email journeys including welcome emails and onboarding series
• Overseeing the email agency development process, prioritizing tasks, and ensuring deadlines are met
• Implement deliverability management protocols to ensure emails are reaching the inbox
• Managing email acquisition setup and integration e.g. cloud pages and lead generation
• Dynamic and personalized content/module creation
• Integration of email ad-serving technology within email templates
• Support BBC editorial newsletter program utilizing Salesforce Marketing Cloud
• Set-up A/B and multivariate testing through salesforce and estimate scope for test types
• Input on email-based marketing strategies and audience segmentation
• Use Monday.com to clearly communicate progress and deadlines

Behaviors

• A hybrid between being a strategic thinker and driver of operational excellence
• Desire to learn and passion to understand new technologies
• Collaborative, understanding and persistent
• A strong appreciation for editorial process and newsroom dynamics
• Excellent communication skills
• Takes proactive ownership of projects and has a bias for action
• Agile mindset and dedicated to continuous improvement.

Knowledge, Skills, Training & Experience

Knowledge & Skills

• Excellent knowledge of email marketing cloud platforms – Salesforce Marketing Cloud preferred
• Strong knowledge of product automation best practices for consumer-facing businesses
• Knowledgeable of the latest industry developments and trends
• Able to navigate in a matrixed organization
• Self-starter with a natural inclination for building new products
• HTML, CSS, AMPscript and SQL knowledge preferred
• Knowledge of APIs, Deliverability Processes, Database Queries and Can Spam preferred
• Strong business understanding of key email, mobile, social and CRM practices.
• Ability to use excellent communications skills (both oral and written) to understand and source information and to build and maintain productive relationships with internal stakeholders and platform users.
• Ability to articulate complex ideas to a wide purview of audiences.
• Strong organizational skills with ability to initiate and drive improvements.
• Strong analytical, critical thinking and problem solving abilities and a thorough understanding of touch-points throughout the audience lifecycle.

Professional Experience

• 5+ years of relevant experience in B2C marketing technology and CRM
• Proven success in implementing and testing CRM processes at scale.
• Strong experience with marketing automations & business intelligence tools and software; Experience with Salesforce marketing cloud, and CRM systems preferred.
• Experience managing vendors and agencies
• Strong understanding of the following:
  • Digital marketing landscape (including social)
  • News and/or media industry and consumer engagement
  • Campaign performance KPIs and reporting

Compensation

The anticipated annual base salary for this position is $105,000 to $115,000. The actual base salary offered depends on the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and geographic location of the position.This range is not inclusive of a competitive bonus, flexible, hybrid working schedule & benefits including but not limited to: 100% BBCS covered medical & dental insurance, vision, & 401k match.

Benefits and Perks

• 100% Employer-Paid Medical and Dental Insurance (PPO plans)
• Generous Paid Time Off
• Flexible, Hybrid Working Arrangements
• Work/life balance
• Free Retirement Consulting to All Employees
• Pet Insurance
• Commuter Benefits
• Gym Reimbursement
• Bagel Mondays, Monthly Happy Hours, and more!

About the BBC

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us.

Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.