CRM & Marketing Automation Specialist

About Carswell Gould

Carswell Gould is an established creative and marketing business with over 30 years’ experience delivering growth and progress for people, places and brands across the world. With a strong focus on driving measurable impact for our clients, we combine marketing strategy, creative thinking and technology to deliver work that performs. As we continue to grow, we are expanding our capability and are looking to bring in additional Growth Specialists to strengthen how we deliver work across the business.

The Role

We’re looking for a proactive, hands-on CRM & Marketing Automation Specialist to lead CRM, email and automation across our client accounts. You’ll be the named lead for this specialism on each relevant client: you own the plan for your specialism, deliver it, track the KPIs, and report on what’s working.

You’ll turn client data into insight, insight into automation, and automation into measurable results, helping our clients build stronger customer relationships and grow revenue.

This isn’t a back-room technical job. You’ll work with our Consultants, who own each client’s strategy, our Producers, who run delivery, and fellow specialists in creative, content, paid, SEO and web. You’ll also work directly with clients’ own marketing, sales and IT teams, making sure the right customers get the right message at the right time and that each client’s systems are joined up, accurate and working hard.

What you’ll be doing

CRM and customer data

Auditing, setting up and improving clients’ CRMs, keeping data accurate, clean and compliant with GDPR
Building segmentation that supports targeted communications (customer type, purchase history, product interest, lifecycle stage and more)
Setting up lead capture and pipelines so marketing and sales can see what’s converting
Scoring CRM, email and automation in each new client’s MOS Diagnostic, and recording the baseline we measure against connecting strategy to execution and ensuring everything runs smoothly, on time and within scope.

Email marketing and automation

Building, managing and improving automated workflows and customer journeys, from welcome and nurture to re-engagement and retention
Planning and delivering segmented email campaigns that drive engagement and revenue
Running A/B tests and using the results to keep improving performance
Making sure every message sounds like the client’s brand, working from our creative team’s master brief

Integration and insight

Working with our Tech Lead and clients’ IT teams to join up CRM, website, eCommerce and other business systems
Working with our Measurement lead on tracking and dashboards, so campaign performance, customer behaviour and ROI are clear
Spotting trends in the data and turning them into practical recommendations for promotions, retention and cross-sell

Working as part of a team

Bringing the CRM, email and automation view to each client’s specialist kick-off: what you would do, the KPI it moves, and the time and cost
Owning your specialism’s KPIs and writing the monthly commentary for each client report: what worked, what didn’t, what you’d change
Changing tactics within your agreed budget without waiting to be asked, and flagging anything that changes scope to the Producer

What we’re looking for

Proven, hands-on experience with CRM and marketing automation platforms such as HubSpot, Dotdigital, Salesforce or similar, and the confidence to pick up new ones quickly
Solid experience in email marketing, campaign delivery and lifecycle marketing
Strong analytical skills and commercial awareness: you can turn numbers into actions people can actually use
Great attention to detail: you care about data hygiene, tracking and doing things properly
Confidence working with different people and teams: you can explain the same thing to a client’s commercial director, their IT team and our creative team
The ability to manage several client accounts at once and keep each one moving
Agency experience, or experience across both B2B and B2C, is a real plus

What success looks like

Client data that’s accurate, organised and genuinely useful
Segmented campaigns and automated journeys that drive measurable engagement and revenue for each client
CRM, email and automation KPIs that are tracked, reported clearly every month, and moving in the right direction
Clients who see a better customer experience, more repeat purchase and long-term loyalty, and who stay with us because of it

Why join Carswell Gould?

You’ll shape how our clients use data and automation, across a varied mix of organisations and sectors, and see the impact of your work in real terms. You’ll be part of a team of specialists who work closely together, with a clear way of working that gives you ownership of your area and the room to get on with it.

If you like the idea of combining data, marketing and real commercial impact, and you want to do it alongside people who take pride in doing things properly, we’d love to hear from you.