CRM Executive

The Role

The role

ITV Studios is a global home for handpicked individuals with the freedom to deliver the unexpected every day. With incredible shows like The Voice, Love Island, Line Of Duty, Queer Eye and Snowpiercer, we have 60 labels in 13 countries and 90,000+ hours in our catalogue. Our Marketing team is at the heart of ITV Studios, ensuring our brands and shows get primary consideration and competitive advantage.

Engagement sits at the heart of everything the ITVS Marketing team does and this new role supports our B2B CRM and engagement strategy to drive commercial return. Leveraging Salesforce Marketing and Sales Cloud, helping us deepen customer insight, strengthen engagement, and drive effective data-led marketing activity. As a hands-on executor, you will build and deliver campaigns, analyse performance, optimise customer journeys and contribute to a culture of curiosity, testing, and continuous improvement.

A key part of the role is championing the smart, responsible use of AI within the marketing team—spotting opportunities, testing tools, helping colleagues adopt new ways of working, and keeping momentum behind our AI roadmap.

This role suits someone analytical, energetic, fast-working and highly curious, with a passion for experimentation and improving how we engage audiences.

Main responsibilities

CRM Execution & Campaign Delivery

• Build, design, write, schedule and optimise email marketing campaigns, journeys and automations in Salesforce Marketing Cloud.
• Support segmentation and personalisation to improve relevance and performance across B2B audiences.
• Maintain and update campaign templates, ensuring accuracy, brand consistency and strong UX.
• Develop and deliver BAU email programmes and support communications for Distribution Sales, Brand Licensing and Zoo 55.

Engagement & Optimisation

• Monitor campaign and journey performance, providing actionable insights to increase engagement, retention and conversion.
• Run A/B and multivariate tests (subject lines, content, design, timing, personalisation).
• Identify quick wins and longer-term opportunities to enhance customer experience across the lifecycle.

Data, Insights & Reporting

• Work with CRM & Engagement Manager and analysts to interpret results,
• spot trends and create dashboards or reports for stakeholders.
• Ensure high standards of data quality and compliance (e.g. GDPR).
• Support ongoing improvements to customer data capture and enrichment.
• Maintain best practice for data hygiene within Salescloud collaborating the Sales Coordinators and Salesforce Administrators across the business

AI Adoption & Innovation

• Champion the use of AI tools across the marketing team—identifying relevant apps, testing new capabilities and sharing best practice.
• Help colleagues adopt AI for content creation, insight generation, workflow efficiency and experimentation.
• Track progress against team AI use cases and maintain momentum behind innovation initiatives.

Collaboration & Stakeholder Support

• Work closely with the CRM & Engagement Manager to deliver the CRM plan. Building relationships across Marketing, Tech and external partners
• Raise, track and reconcile purchase orders (POs), invoices and budget trackers related to CRM, marketing and AI tools.
• Partner with key business areas across ITV Studios to support and develop their CRM and engagement needs.
• Contribute ideas proactively and help drive a culture of continual learning and improvement.

What Success Looks Like

• High-quality, timely delivery of CRM campaigns and journeys.
• Evident uplift in engagement and performance driven by testing and insights.
• Increased team adoption and confidence using AI tools.
• Improved understanding of our B2B audiences through better data, segmentation and reporting.
• A reputation as a proactive, collaborative and solutions-focused team member.

Skills you’ll need (minimum criteria)

• Established experience in a CRM, email marketing or digital engagement role (B2B desirable but not essential).
• Working knowledge of Salesforce Marketing Cloud (or similar ESP), including email builds, journeys and segmentation.
• Confident Salesforce user including Marketing Cloud other marketing tools such as DotDigital and C Vent desired but not essential
• Confident with all Mac operating systems, G Suite, MS office including Excel and Powerpoint
• Understanding of managing and creating databases and templates preferred
• Good working knowledge and understanding of the Salesforce products Marketing and Sale Cloud
• Understanding of GDPR and responsible data use

Other things we’re looking for (key criteria)

• Strong analytical mindset and confidence in interpreting performance data.
• Curious, experimental and comfortable trying new tools and technologies, especially AI.
• Excellent organisation, time-management and communication skills; able to deliver accurately at pace across multiple campaigns.
• Strong written communication and attention to detail.
• Creative mindset not only for campaign creation but in problem solving
• Naturally curious – asks questions, explores data, and actively seeks better ways of doing things
• Detail-oriented – balances creativity with precision, ensuring high standards of accuracy and compliance