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About The Bonhams Network
Founded in 1793, Bonhams is one of the world's leading auction houses — defined by connection, and home to the curious.
With over 230 years of expertise, Bonhams operates a global network of trusted specialists across 24 countries, including flagship salerooms in London, New York, Paris and Hong Kong. Across more than 60 specialist categories, Bonhams serves collectors of every kind — from emerging to established — with the objects, stories and expertise that define their collecting journey.
Beyond auctions, Bonhams is both a destination for discovery and for industry-leading services and support. Its rotating programme of exhibitions and public programming is free and open to all, reflecting a longstanding commitment to curiosity, cultural conversation and the enduring power of objects.
For forthcoming auctions and details of specialist departments, visit Bonhams.com.
Bonhams: A house built on knowledge. Defined by connection. Home to the curious.
About The Role
This is a pivotal hire for Bonhams. As Sr CRM Manager, you will own the strategy and execution of our customer marketing programme — building lifecycle frameworks that deepen client relationships, drive auction registrations, and generate consignment leads across our global salesroom network. You will be the lead architect of our Salesforce Marketing Cloud capability, translating data signals into personalised, commercially meaningful communications at scale. Reporting directly to the Head of Marketing EMEA, you will work with marketing, technology, and specialist teams to set the standard for how Bonhams engages its clients across every stage of the customer journey.
About You
You are a commercially driven CRM professional who combines strategic thinking with hands-on technical capability. You know Salesforce Marketing Cloud deeply — not just as a sending platform, but as an ecosystem for audience segmentation, journey automation, and performance attribution. You understand what it takes to move a client from first enquiry to active bidder, and you build the frameworks that make that journey happen consistently. You thrive in environments where the product is exceptional and the audience is discerning, and you bring the rigour and creativity to match both.
Key Tasks and Responsibilities
Lifecycle Strategy & Customer Marketing
- Design and own the end-to-end CRM lifecycle strategy — from acquisition and onboarding through to retention, re-engagement, and lapsed-client reactivation.
- Build segmented audience frameworks that reflect the complexity of the Bonhams client base: bidders, consignors, category enthusiasts, and UHNW prospects across global markets.
- Develop trigger-based and behavioural programmes that respond to client signals in real time — browse behaviour, auction participation, category affinity, and purchase history.
- Partner with marketing managers across specialist departments to align CRM activity with sale schedules and commercial priorities.
- Define and track KPIs for CRM performance: open rates, conversion, auction registration, repeat engagement, and revenue attribution.
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Salesforce Marketing Cloud
- Own the Salesforce Marketing Cloud platform — including Email Studio, Journey Builder, Audience Builder, Automation Studio, and Content Builder.
- Maintain and evolve the data architecture: list management, segmentation logic, suppression rules, and preference centres.
- Build and manage AMPscript and dynamic content to deliver personalised communications at scale.
- Implement and optimise Marketing Cloud Connect to ensure CRM and Sales Cloud data flows are accurate, timely, and actionable.
Email Marketing
- Own the global email marketing programme — calendar management, briefing, production, QA, deployment, and post-send analysis.
- Establish and uphold email creative and technical standards: responsive design, accessibility, deliverability, and on-brand execution.
- Work with marketing managers and the creative team to develop email templates and content modules that are efficient to deploy and consistent in quality.
- Lead email testing strategy: subject line, send time, content, personalisation, and CTA optimisation using structured A/B and multivariate approaches.
- Manage list health, sender reputation, bounce handling, and unsubscribe compliance across all markets.
- Oversee email acquisition strategy through landing pages, preference centres, event sign-ups, and digital touchpoints.
Reporting & Insight
- Build and maintain CRM reporting dashboards — including within Datorama (Marketing Cloud Intelligence) — to provide clear, actionable visibility of programme performance.
- Deliver regular CRM performance reviews to the CMO and marketing leadership, translating data into commercial recommendations.
- Map customer journeys across all touchpoints, identifying drop-off points and conversion opportunities.
- Monitor and develop customer lifetime value models to guide investment decisions and prioritisation.
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Essential
Key Skills and Experience
- Demonstrable hands-on expertise with Salesforce Marketing Cloud — Email Studio, Journey Builder, Automation Studio, and Audience Builder as a minimum.
- Proven track record designing and delivering customer lifecycle programmes: welcome, onboarding, nurture, retention, and reactivation.
- Strong email marketing background, including template development, deliverability management, and a structured approach to testing and optimisation.
- Solid SQL capability for audience segmentation and data queries within SFMC.
- Experience with AMPscript or equivalent personalisation scripting languages.
- Familiarity with data API integrations and CRM data architecture principles.
- Commercially minded — comfortable tying CRM activity to revenue metrics and business outcomes.
- Excellent project management skills: able to run multiple campaigns and workstreams simultaneously with precision.
- Strong written and verbal communication skills; able to brief creatives, align stakeholders, and present performance clearly.
Desirable
- Experience in luxury, premium retail, art, or auction markets — or in sectors with similarly discerning, high-value audiences.
- Familiarity with Datorama / Marketing Cloud Intelligence for advanced CRM reporting.
- Experience managing CRM in a global, multi-market environment.
- Proficiency in French (spoken and written) is an advantage given our European operations.
- Salesforce Marketing Cloud certification (Email Specialist or Consultant level).
What We Offer
Some Of Our Benefits And Perks Include
- 28 days holidays (including Bank Holidays), increasing to 33 with service
- Healthcare and Life Assurance
- Enhanced maternity and paternity leave
- Cycle to Work Scheme
- Season Ticket Loan
If you wish to apply, please send your CV and cover letter by the 30th July 2026 at midnight.
We thank you for your interest in this position but please note that we will only contact candidates chosen for further consideration.
Bonhams is an Equal Opportunity Employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
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