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
- 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
- Analyse, build, test and deploy scalable processes for customer campaigns including personalization and dynamic content, across different Marketing Cloud Studios
- 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
- Be the SFMC lead for OMS operations and journey enhancements
- 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
- Build use cases for SMS, Whatsapp strategy (and other relevant channels) to extend customer reach and engagement KPIs
- Build and maintain integrations with external systems (e.g. FTP, Salesforce, API)
- Create Cloud Pages and track for campaigns, events & competitions
- Provide troubleshooting, be first line of support for stakeholders working on deliverables and encountering errors or technical issues with SFMC platform
Analysis and Reporting
- Build analytics reports to showcase performance KPIs, including OR, CTR, conversion, revenue, ROPO etc. where relevant, for Email, SMS, Paid search, Social and Browse
- Implement creative ways of displaying KPIs, such as dashboards, and other data visualisations to showcase campaign performance, in relatable ways
- Maintain well documented processes, solutions and marketing campaigns on the SFMC platform
Optimisation
- Identify optimizations for audience segmentation and analysis across all Performance Marketing channels, e.g. email, SMS, etc
- Make recommendations for enhancements and modifications to improve system performance, efficiency, internal business process, and reporting
- Advise on best practices and approaches on Salesforce Marketing Cloud
Support
- Assist the Web Ops team where needed in supporting issues with other salesforce platforms such as Core, Order manager and SF Commerce Cloud
- Look for opportunities to identify potential improvements in customer flows across all systems
Stakeholder engagement
- 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
- Manage monthly reporting on performance marketing metrics for senior audiences, organising and presenting findings and improvements to stakeholders via reports and presentations
- 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
- Minimum 5+ years of experience as a Business Analyst/ Techno functional Salesforce consultant
- Minimum of 2+ years of experience working in Salesforce Marketing Cloud products, including Email Studio, Mobile Studio, Automation Studio, Content Builder, Journey Builder
- Experience with setting up communication sends, content management, and data management within Salesforce Marketing Cloud which includes but is not limited to the following:
- Creation and scheduling of automation activities in Automation Studio
- Creation and sending of email templates (HTML and Content Blocks) and mobile push templates
- Leveraging AMP script, JavaScript and other SFMC scripting languages for email and web page personalization
- Salesforce Certifications: Marketing Cloud Email Specialist and Marketing Cloud Developer preferred; Marketing Cloud Consultant and Marketing Cloud Administrator certifications a plus
- Knowledge of current marketing technologies utilized in supporting customer engagement & digital marketing operations, e.g. Marketing Automation, Personalization, Segmentation techniques
- Strong analytical, problem solving and technical skills
- Bachelor’s degree
- Strong collaboration skills to work with cross-functional teams
- Background in retail preferable
- 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:
- Competitive Salary
- Contributory Pension Scheme
- Competitive annual leave entitlement
- Team Member discount across the world’s most iconic brands
- Recognition Days for Volunteering & Wellbeing
- Wellbeing Initiatives
- Extensive Learning & Development Offerings
- Leading Talent Programmes
- Flexible Working Model
- 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.
We aim to ensure the candidate experience is accessible to all and every new team member who joins Brown Thomas Arnotts can expect to become part of a progressive community where different backgrounds, views & personalities aren’t just welcomed – they’re positively nurtured. After all, we want you to bring your whole self to work. Please contact us at careers@brownthomas.ie to request accommodation.