Represent the FBP CX team as the main point of contact for Salesforce Marketing Cloud (SFMC) related matters. Work with other departments (especially TDS) and external agencies to make sure FBP CRM campaigns are well planned and smoothly carried out. Handle day-to-day communication around Data Extension design, requirements and campaign data needs on behalf of the team. Support data governance by keeping an eye on data quality, consistency and compliance across CRM platforms, drafting governance standards and process guidelines for the Intelligence Manager's review, and making sure established standards are followed in practice. Provide practical guidance to team members on SFMC related operations and data handling. Deliver data extraction and analysis to help the team make better decisions and improve campaign results. This role does not involve sending campaigns directly or making final decisions on governance policies. Instead, it focuses on representing the team's needs, shaping and maintaining data standards, and working with TDS and agencies to deliver well organised, data backed CX operations.

Key Responsibilities:

Client Insights & Analytics

• SFMC Coordination & Data Governance Support (70%)
• Team & Agency Coordination
• Collect FBP CRM campaign requirements from the team and turn them into clear, ready-to-use briefs for agency execution on SFMC
• Coordinate Data Extension (DE) structure, creation requirements and data mapping with agencies, making sure everything is aligned and accurate
• Represent the FBP CX team when working with IT and other departments to sort out technical requirements, dependencies and issues
• Manage timelines, resources and help resolve issues with agencies and IT throughout the campaign process
• Set out business requirements for SFMC features (CloudPages, Automation Journeys, etc.) and work with IT and agencies to make them happen
• Check agency deliverables for quality and raise issues to the Intelligence Manager with suggested next steps
• Act as the day-to-day contact for agency and vendor communication on SFMC-related matters
• Data Governance Support
• Keep an eye on data collection, usage and storage across CRM platforms to make sure they follow established governance standards and compliance rules
• Check data quality and consistency within SFMC and related data environments; spot issues and suggest fixes to the Intelligence Manager
• Draft governance standards, data handling guidelines and process documentation for the Intelligence Manager's review and approval
• Help standardise KPI definitions, reporting methods and data handling processes so they stay consistent across the team
• Track data-related issues and work with IT to get them resolved quickly
• Spot gaps or risks in how data is currently managed and propose improvements for the Intelligence Manager to review
• Make sure campaign data processes (targeting, segmentation, DE management) are done accurately and in line with agreed standards

Team Guidance

• Provide practical guidance to team members on SFMC operations, Data Extension management and data handling best practices
• Support onboarding and upskilling of team members on CRM tools, data processes and campaign workflows
• Share learnings, tips and updates on SFMC features and data practices to help the team work more effectively

Data Extraction & Analysis (30%)

• Pull and analyse campaign performance data to find useful insights and learnings for future planning
• Put together client data and campaign KPI reports, sharing findings and recommendations with the Intelligence Manager and other teams
• Analyse customer journey and engagement data to suggest ways to improve programme results
• Handle regular and one-off data extraction requests using SQL and other tools; keep reporting processes well organised
• Turn analytical findings into clear, easy-to-understand insights for the team and other departments