Your Purpose...
- Is to “change people’s lives for the better through wellness”;
- We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
- Design, build and improve operational CRM and MarTech solutions that support Virgin Active territories with complex member engagement requirements.
- Apply hands-on Braze, data, integration and journey design expertise to translate business needs into executable, compliant and scalable CRM solutions.
- Support the Group MarTech Manager by delivering high-quality technical execution, improving operational processes and identifying practical innovations that can be reused across territories.
Your Duties and Responsibilities...
CRM Solution Design and Build
- Consult with territory, Product, Data, IT and Marketing stakeholders to understand member engagement needs and translate them into CRM solution designs.
- Design and build complex Braze journeys, segments, canvases, campaigns and triggered communications across email, SMS, WhatsApp, push and in-app channels.
- Create and maintain technical design specifications, journey maps, data requirements and operational documentation for assigned initiatives.
- Ensure designs follow global MarTech standards, naming conventions, contact policies, data privacy requirements and QA protocols.
Data, Integration and Personalisation Support
- Define operational data requirements, segmentation rules and trigger logic needed to deliver targeted and personalised member communications.
- Work with Data and Integration Engineers to troubleshoot data flows, API issues, event tracking and audience availability in Braze.
- Apply personalisation, dynamic content and audience selection logic to improve relevance and consistency across member journeys.
- Monitor data and platform issues affecting campaign execution, reporting or member experience and coordinate resolution.
Execution, QA and Optimisation
- Build, test, launch, monitor and optimise CRM programmes and campaigns in line with agreed delivery plans and release governance.
- Conduct QA on journeys, content assets, links, data selections, triggers, suppression rules and tracking before deployment.
- Analyse campaign and journey performance and recommend improvements to messaging, timing, segmentation and channel mix.
- Maintain a clear view of live journeys and their dependencies to support a coherent member conversation across territories.
Innovation and Team Support
- Identify opportunities to simplify processes, automate manual work and reuse templates or components across markets.
- Support proofs of concept for new Braze features, channels, integrations and personalisation use cases.
- Coach the CRM Solution Architect I on platform usage, journey build standards and technical troubleshooting.
- Contribute to Communities of Practice and Centre of Excellence activities led by the Global MarTech Manager.
Our Minimum Requirements...
We can’t live without…
- 5+ years technical CRM, marketing automation or MarTech experience in a member, customer or client relationship environment.
- 3+ years hands-on experience with Braze or a comparable platform such as Salesforce Marketing Cloud.
- Experience translating requirements into journey maps, solution designs, campaign builds and data selections.
- Experience working cross-functionally in an Agile or iterative delivery environment.
- Relevant tertiary qualification or certification in Marketing Technology, CRM, Information Technology, Data, Digital Marketing or equivalent experience.
- Braze certification or comparable customer engagement platform certification is advantageous.
- Braze or comparable CRM platform configuration, journey orchestration and reporting.
- CRM data models, segmentation, triggers, APIs, data feeds and system integration concepts.
- Omnichannel engagement channels including email, app, SMS, WhatsApp and in-app messaging.
- Campaign QA, release management, consent, compliance and data protection principles.
- Member lifecycle, engagement, retention and journey mapping practices.
Core Interpersonal Skills:
- Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
- Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
- Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
- Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes
Operational & leadership Skills Required:
- Attention to Detail, noticing the small things
- Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
- Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
- Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
- Relatability – the capacity to connect with diverse stakeholders across all backgrounds
- Situational Awareness – constantly monitoring the environment to identify members who need support or help
- Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
- Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
- Digital Fluency – must be proficient in new age technology and systems