CRM Assistant

Date: 17-Jun-2022

Location: Newcastle Upon Tyne, GB, NE12 8BU

Company: Greggs Plc

Vacancy Details

We are seeking a Customer Relationship Management (CRM) Assistant to support the CRM Team in coordinating, managing, and implementing Greggs’ ‘business as usual’ CRM communications strategy to incorporate national, regional and product specific messages.

We are looking for an individual who has hands-on operational knowledge of planning across large businesses and executing email campaigns to maximise results. Ideally, you will also have experience in writing copy and ensuring consistent communications across email, SMS and push messaging, social and CRM ads and in-shop experiences to support wider strategic CRM testing.

You will have a fun, proactive, hands-on, ‘can do’ attitude and enjoy contributing towards building an adaptive, fun, and creative environment in the digital team at Greggs. 

You will be very comfortable working cross functionally and facilitating and collaborating with multiple stakeholder groups to ensure their requests are captured and planned for.

As a lifelong learner and you’ll enjoy joining us on a continuous journey of learning and improving as we strive to become a high-performing, self-organising product team, applying adaptive planning techniques to deliver innovative solutions to business problems.  


Work Pattern

Our working hours are usually Monday-Friday, you may be required to work alternative hours to fulfil business needs and work in multiple team and agency locations across a working week.

Job Description

On a day-to-day basis you will be responsible for:  

  • Coordinate, execute and optimise a highly effective ‘BAU’ CRM programme to support a consistent level of brand and commercial engagement across email, push and other channels as needed.
  • Be the main day-to-day point of contact to capture initial requirements & requests for CRM to support on from wider business stakeholders.
  • Delivering timetabled email communications that enhance brand reputation, customer satisfaction and business KPIs including frequency of purchase, ATV and cross sales.
  • Helping to create and deliver world-class digital brand communications and programmes, working closely with our Digital Content Team to ensure campaigns are consistent across all in digital and in-shop channels.
  • Proactively provide ad-hoc support to wider CRM initiatives and business support as needed.
  • Helping to manage the CRM comms calendar and analysing and report on KPIs such as deliverability, open rate, click rate and sales.
  • Improving the success of CRM email campaigns using tools including A/B testing, personalisation, and dynamic content.


  • ‘Hands on’ experience in day-to-day running of email campaigns.
  • Professional marketing and/or digital qualification.
  • Experience in working with Customer Care channels.
  • Track record of using data to inform CRM decisions, strategies, and user journeys.
  • Able to provide examples of innovative CRM work and campaigns (i.e. previous emails) you have previously delivered.
  • Proven track record in delivering CRM campaigns in a complex, matrix business environment with changing priorities.

Additional skills

  • Proven experience of working in a dynamic CRM team is highly desirable, ideally in a major retailer or consumer facing FMCG business
  • Exposure to integrating SMS, mobile and social media-based CRM campaigns.
  • Exposure to personalisation technologies and awareness of the capabilities of the latest CRM tools on the market.
  • Experience with Adobe Suite is desirable but not essential.


  • Our Greggs Employee discount Scheme is very generous, offering you up to 50% off our food
  • Your holiday entitlement starts with 5 weeks, in addition to bank holidays, which increases with service up to a maximum of 6 weeks after 25 years’ service. (Pro-rata for part time)
  • After 6 months service you may be eligible  for our profit share scheme
  • You will be invited to participate in our Management Bonus Scheme which is worth up to 10% of your salary, subject to the Company meeting certain performance criteria.
  • You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages
  • The Management Pension Scheme is supported by a free life assurance scheme.  This is a death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary

Other benefits include

  • Private Medical Insurance which is free for you and subsidised for your dependants
  • Permanent Health Insurance which is a replacement income scheme
  • Share Save and Share Incentive Schemes
  • Employee Assistance Programme
  • Healthcare Plans
  • Cycle to Work Scheme

Your Application

During the application process we’ll keep in touch every step of the way.  We know how big a decision it is for you to apply for a job.  Once you do we’ll work hard to keep you up to speed on how your application is progressing.  With your help we can make your application as quick and as smooth as possible.