CX and Communications Executive
Hereford, England, United Kingdom
Type: Permanent, Full Time
Working Pattern: Hybrid (3 days a week onsite)
The Opportunity
We are looking for a CX and Communications Executive to take hands-on ownership of our daily campaign execution and automated customer journeys. Reporting directly to the CX and Communications Delivery Lead, you will collaborate to build multi-channel comms, test dynamic content, and deliver personalized customer touchpoints. If you are passionate about marketing automation, data-driven CRM execution, and commercial growth, this is an opportunity to make a significant impact.
Who Are we?
MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.
As our business continues to grow we are recruiting for a talented CX and Communications Executive to join our growing team.
Why not come be a part of our journey to success and take advantage of all MandM can offer you!
More than a role
✨ Competitive Salary: Your talent deserves recognition
🤝 Giving Back: 2 days paid volunteering to support a cause you care about
🚀 Career Growth: Opportunity to grow
🎁 Staff Discounts: Stay stylish with our exclusive discounts.
🏦 Company Pension: Secure your financial future.
🏖️ Generous Holiday Allowance: Enjoy 5 weeks of well-deserved breaks. You even have the option to buy an extra week
🎁 Birthday Delight: Take your special day off to celebrate YOU
🚗 Free Parking
💊 Health & Wellbeing programme; we’ll look after you
The Role Scope
The CX and Communications Executive is responsible for the end-to-end build, testing, and deployment of daily trading comms (BAU and campaign) and automated customer journeys, ensuring every touchpoint across email, push, SMS, and on-site messaging is relevant, timely, and aligned with commercial goals.
Role key responsibilities:
✨ CX Execution & Journey Building
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Lead the end-to-end build, proofing, and deployment of customer journeys across Email, Push, SMS, and on-site/in-app messaging
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Act as the primary execution partner for the CX Lead, turning strategic user stories into functional, live customer journeys.
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Maintain technical excellence using advanced CRM platform features, including dynamic content blocks, recommendation logic, and segmentation.
✨ Audience & Segmentation Logic
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Execute advanced segmentation and audience building using real-time data, aggregates, and customer properties.
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Develop sophisticated "if this, then that" logic and real-time intent triggers to capture customer micro-moments.
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Maintain robust audience exclusion logic to prevent over-communication and protect data integrity across all channels.
✨ Trading, Content & Media Delivery
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Translate campaign requirements into detailed briefs for the in-house design team, including copy and technical specifications.
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Execute daily BAU and promotional campaign communications to support commercial trading targets.
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Coordinate the end-to-end process for printed media forms (e.g., catalogues), liaising with internal and external stakeholders.
✨ Project Management & Technical QA
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Manage and deliver multiple projects simultaneously through Jira, ensuring tasks ladder up to Customer KPIs.
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Conduct rigorous testing, proofing, and sign-off on all communications, recommendation engines, and onsite web layers.
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Deliver channel performance analysis, monitor journey deliverability metrics, and report on A/B testing insights.