The CRM Operations Projects Officer (Specialist) is responsible for delivering, optimising, and continuously improving CRM automation projects within Salesforce Marketing Cloud, ensuring high-quality execution of automated customer journeys and strong operational processes.
Working closely with the CRM Operations Automations Manager, the role translates CRM strategy, campaign briefs, and engagement initiatives into scalable, well-governed automation solutions. It also serves as a central delivery and coordination point within CRM Operations, supporting collaboration across the CRM team and cross-functional implementation with Campaigns, Customer Engagement, Technology, and Data teams.
What You’ll Do
- Lead end-to-end delivery of CRM automation projects in Salesforce Marketing Cloud, covering briefing, design, build, testing, launch, and post-launch optimisation, while managing timelines, risks, and dependencies.
- Partner with the CRM Operations Automations Manager to translate CRM strategy and roadmap priorities into clear, actionable project plans.
- Design, build, and enhance automated customer journeys in Journey Builder, including lifecycle, behavioural, and transactional journeys.
- Identify and implement optimisation opportunities across automations, improving logic, segmentation, orchestration, and data utilisation.
- Work with CRM Operations Coordinators to plan, prioritise, and deliver automation activity, providing clear briefs, technical direction, and day-to-day guidance.
- Act as a central coordination point within CRM Operations, ensuring alignment of initiatives with agreed priorities, timelines, and effective handovers.
- Collaborate with CRM Campaigns, Engagement, Technology, and Data teams to translate briefs into automation requirements and ensure seamless implementation and deployment.
- Own testing, quality assurance, and governance by coordinating functional testing and UAT, reviewing builds, ensuring compliance with data standards and documentation, and maintaining runbooks and operational processes.
- Act as the first escalation point for operational and technical delivery issues.
- Monitor automation performance and operational health, deliver reporting and insights, and drive continuous improvement.
What You’ll Bring
- Solid experience in CRM operations, marketing automation, or campaign delivery within a fast-paced B2C environment, preferably retail or consumer.
- Hands-on expertise with Salesforce Marketing Cloud, including Journey Builder and Automation Studio, and exposure to tools such as Movable Ink.
- Experience delivering automated lifecycle or transactional journeys.
- Strong technical capability in email development using HTML and CSS, with working knowledge of JavaScript.
- Experience working with CRM databases, data structures, and SQL or similar query languages.
- An analytical mindset with experience in reporting, performance monitoring, and deriving actionable insights.
- Strong communication, collaboration, and interpersonal skills, including confidence engaging senior stakeholders.
- Experience supporting governance, data compliance, and quality oversight for junior team members without formal line management.
- A delivery-focused, proactive, structured, and methodical approach, with confidence in problem-solving and guiding others without formal authority.
What You’ll Get
Benefits include healthcare, pension, potential bonus, 27 days of annual leave plus bank holidays, the option to buy five additional days, a tax saver ticket, fitness centre, and subsidised cafeteria.
About Primark
Primark is an international retailer with over 80,000 colleagues and more than 440 stores in 17 countries.