About the role
Permanent
Up to £58000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working ( 1 day per week in the office)
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Commercial CRM Manager and you’ll be a big part of this.
Key responsibilities
The Commercial CRM team’s role is to drive value from our customers at all stages of their relationship with us. We focus on utilising customer data and consent to maintain and grow each customer relationship, to drive business growth including sales, profit and share and long term loyalty. This role is accountable for the strategy, planning, execution and reporting for our CRM strategy and activity for the total business ie B&Q and TradePoint
As a Commercial CRM Manager you'll be focussed on delivering customer and business benefit through our CRM strategy – defining programmes, building test and learn plans to improve overall effectiveness and championing the work and results with all internal stakeholders. This role is critical in ensuring all our activity lands with strategic, creative and operational excellence.
- Define CRM strategy within the areas of Basket Trade Driving, Category Trade Driving and Loyalty, Lifecyle and Behavioural programmes (X3 CRM Managers across these areas)
- Collaborate with business stakeholders to understand their objectives and seek to support these by defining CRM programmes to deliver the required benefit/value
- Define clear roadmaps for programme optimisation, with test and learn plans, ensuring the execution of these delivers meaningful results that lead to improved financial performance and positive customer behaviour impact
- Work hand in hand with the Analytics & CRM Personalisation and Martech teams to define the data planning, targeting, offer allocation and campaign build design. Defining requirements whilst seeking their SME input
- Work with all relevant agencies and internal teams to brief, build and execute plans, ensuring all activity is delivered to agreed process, on time, on budget and meets quality standards.
- Deliver incremental revenue growth and agreed commercial and customer targets (P&L and KPI management)
- Manage Marketing Executives in the delivery of programmes and campaigns, driving output as a Commercial CRM squad
- Champion performance analytics - reporting and post campaign analysis – leading on requirements definition and ensuring all campaigns are measured and reported on and performance is interrogated. Ensure learnings are implemented and there is a continuous throughput of optimisation and performance improvement.
- Continuously inform stakeholders of the value of our programmes and how we should evolve future campaigns.
- Understand and maximise the capability of our CRM tools - Braze and Tealium – to drive innovation and efficiency.
- Ensure excellent budget management - robustly manage the finance reporting process. Report on any variances and take accountability for overall budget spend.
Key Business Relationships
This role is central to driving CRM programme performance by working closely with key business areas including Trading, Marketing, Pricing, Digital, and Finance. You’ll champion CRM initiatives across these cross‑functional teams, ensuring stakeholders clearly understand the value of current programmes and helping shape the evolution of future campaigns. Collaboration with the Marketing, GTM, content, and brand teams is essential, supporting them from early planning stages through to execution.
You’ll also partner closely with Analytics and CRM Operations to define data plans, targeting strategies, and offer allocation for programmes and campaigns. Alongside the Loyalty team, you’ll play a key role in shaping and delivering loyalty and customer growth strategies through impactful CRM activity.
Required skills & experience
- Expert knowledge of CRM and direct marketing principles (preferably within the retail sector) and the end-to-end process for a targeted campaign from strategy to deployment, including use of a Campaign Management tool eg Braze
- Experience of delivering CRM programs, in this or other organisations, with goal orientated outcomes including revenue/profit, retention & relationship outcomes.
- An understanding of how best to grow customer value through personalisation of offers and content
- Excellent analytical knowledge allowing confident challenge of data and analysis outputs.
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk.
Rewards &
benefits
Discount card
The one we all love! Get 20% discount on your purchases at B&Q in-store and online, after you've been with us for 3 months.
Share schemes
Share in the success you help create. With our shareplans, from just £5 per month, you can build up a savings pot, or use what you save to be a Kingfisher share holder.
Life assurance
If the worst should happen, Life Assurance ensures those close to you have some protection.
Employee assistance programme
We offer free and confidential support and counselling to help you through matters such as wellbeing, divorce, legal, and financial management.
Salary/Bonus
We offer competitive salaries for all roles, and benchmark them, to ensure that we’re getting it right. And, as we value the contribution of all our colleagues equally, whether they are 17 or 70, our rates of pay for each job is the same.
Pension
You’ll have access to the award-winning Kingfisher Pension Scheme, and we’ll put money in alongside your savings too.
Medical
We have a number of medical benefits available depending on your role to help you and your family look after yourselves.
Leave
All work and no play is no fun! So, you can enjoy 6.6 weeks' leave, plus we'll reward you with additional leave and cash rewards to celebrate long service anniversaries and milestone years.
Flexible working
The chance to achieve more balance between work and your other commitments.
Shopping discounts
Take advantage of fantastic discounts on loads of products and services, just for being a B&Q colleague!
Gym discounts
We have a network of over 3,300 health clubs offering discounts to colleagues and their partners of up to 25% on self-paid gym memberships.
Eye care
If you use a computer regularly for work, then we pay for your eye test
every two years. If you do require glasses, then you’ll also get £49/€69 towards single focal lenses and frames too.
Cycling to work scheme
Whether you are thinking green, trying to get fit or saving money, our cycle to work scheme helps colleagues spread the cost and save money on any bike and safety equipment through salary sacrifice.
Long service
Just like most families, we like to celebrate anniversaries and milestone years. For every 10 years up to 40 years’ service we give extra annual leave and a cash payment.
Training &
development
Learn & Develop at B&Q
When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, Leo, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together.
Flexible learning with Leo
Leo is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With Leo, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 150 different learning activities - like short videos, articles, workshops and webinars - think of Leo as your 24/7 training pal, designed to help you make the most of your B&Q career journey.
Developing in role
Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.
Building expertise and know-how
We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into.
Accelerated Development Talent Programmes
Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.
Induction
At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.
Explore our
store support office
Facilities
In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.
Sustainability
B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.
Why
choose us?
Why Marketing & PR at B&Q?
With three million customers coming through our doors every single week we need to know how to excite and inspire them so they return to us time and time again. Luckily, our Marketing team know everything there is to know about how to deliver the best B&Q experience, offline and online too.
Why B&QReady to apply?
Step 1:
Apply via bandqcareers.com
Step 2:
We'll contact you for a phone interview
Step 3:
We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).
Step 4:
We’ll contact you with feedback, and maybe even a job offer.
Check out our FAQs for more information about interviewing at B&Q.