CRM Consultant - FTC 3M

Rail Delivery Group; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Rail travel discount

30 days annual leave

Personal development days

Season ticket loan

Pension scheme

Private Medical Insurance

Flexible working

Job summary

Rail Delivery Group in London is seeking a CRM Consultant to shape and evolve our CRM programme, driving customer engagement and commercial value across channels and touchpoints. You will lead strategic recommendations to optimise journeys, segmentation and consent management, delivering measurable improvements in retention and conversion.

Working with stakeholders across the business, you will develop the future CRM operating model, governance, processes and responsibilities, and define a

Qualifications

• Significant experience developing CRM strategies at scale.
• Experience assessing and transforming CRM functions.
• Strong understanding of customer lifecycle marketing, retention and personalisation.
• Experience developing customer journey frameworks and communications programmes.
• Strong stakeholder engagement, facilitation and influencing skills.
• Experience translating complex data into practical business recommendations.
• Experience with consent management and data governance.

Responsibilities

• Evolve our CRM programme and capability to drive customer engagement and commercial benefit.
• Identify gaps and opportunities to improve customer experience, engagement, retention and conversion.
• Define next phase requirements after database consolidation.
• Review journeys, data, platforms and measurement frameworks; develop onboarding and engagement plans.
• Develop recommendations for the future consent management and customer contact strategy.
• Define the future CRM operating model, governance, processes and responsibilities.
• Develop multi-channel CRM strategy for email, SMS, push notifications and other channels.
• Provide regular reporting and presentations to stakeholders with actionable recommendations.

Skills

CRM strategy

CRM transformation

Lifecycle marketing

Customer journeys

Stakeholder engagement

Data-driven decisions

Tools

Salesforce Marketing Cloud

Job description

Closing Date for Applications

18thSeptember 2027

What is the purpose of this job?

Rail Delivery Group (RDG) partners with Britain’s train operators to put customers at the heart of everything we do, delivering essential services and dedicatedexpertswhokeep the nation’s railway running efficiently.

From journeyinformation,reservationsandRailcardsto improving performance,safetyand accessibility, wedrivethe services and people that keep the railway moving. Anyone who hastravelled by train or booked a journey for friends or family, will have usedourservices. We are integral to the running of the railway and play a crucial part at every stage of the customer journey –making sure we are delivering a better railwayforall our customers,now and in the future.

As we embark on a new era for rail,we arenow looking for a CRM Consultant to join us. If you are motivated by meaningful work and want to play a role in the future of Britain's railway, we'd love to hear from you!

Thismarketingroleisto support the acquisition and retentionmarketingteamto helpevolveourCRMprogramme for our National Rail programmes.We have recently undertaken a database consolidation exerciseandare nowseekingto build on this capability and evolve our CRM programmesto deliver a great experiencefor our customers.This role will focus on developing recommendations and requirements for Phase 2 of our CRM transformation including customer journeys, segmentation,consentand preference management, multi-channelengagementand CRM operating models.

The ideal candidate will be an experiencedcommercially drivenCRMmarketingprofessional with a background building and evolvingCRM programmes at scale enabling RDG tooptimise the customer experience andmaximise the value of our customer data,communicationsand CRM investment.

What can I expect to do in this job?

No two days are quite the same, and this isn’t an exhaustive list, but some of the things you will be involved in include:

• Evolve ourCRMprogrammeand capabilityto drive customerengagementand commercial benefit
• Identifygaps and opportunitiesto improve customer experience, engagement, retention and conversion,future proofingourCRMprogrammes
• Support the definition and prioritisation of the next phase of requirements following the database consolidation
• Reviewcustomer journeys,data,platformsand measurement frameworks and develop recommendations for futureonboarding, engagementretentionand reactivation programmes
• Developrequirements and recommendations for the future preference centre, consentmanagementapproachand customer contact strategy
• Help define and document the future CRM operating model, including governance, process,rolesand responsibilities.
• Help evolve our customer segmentation and profiling approachesto supportpersonalisationandhelp optimise the experience for ourcustomers
• Develop a future-statemulti-channel CRM strategy spanning email, SMS, pushnotificationsand other merging channels
• Ensure customer insight andbehaviour data are effectively incorporated into CRM planning and decision making
• Recommend testing,measurementandoptimisation frameworks to supportcontinuousimprovement across customer communications
• Identifyopportunities toleveragenew technologies,channelsand CRM innovation to improve customer outcomes
• Product clearrecommendations, business cases and strategicroadmapsfor future CRM investment and capability
• Provide regular reporting,analysisand presentations to stakeholders, ensuring recommendations are actionable and commercially focused.

• We are less interested in ticking every box and more interested in finding someone who can make a positive contribution to our team.
• You'll likely bring:
• Essential
• Significant experiencedeveloping CRM strategies at scale
• Experience assessing and transforming CRM functions
• Strong understanding of customer lifecycle marketing,retentionand personalisation
• Experience developing customer journey frameworksand communications programmes
• Strong stakeholder engagement,facilitationand influencing skills
• Experience translating complex data into practical business recommendations
• Experience withdevelopingconsent management preference centres and customer data governanceframeworks
• Experience in defining CRM, customerdataor marketingroadmaps
• Experience developing multi-channel CRM strategies
• Strong understanding of customer data, segmentation,personalisationand measurement frameworks
• Experience working in complex, multi-stakeholder organisations
• Knowledge ofmulti-channelCRM and marketing technology ecosystemsand marketing technology
• Experience producing strategic recommendations, businesscasesand transformation roadmaps
• Experience in CRM transformation programmes:
• Stronganalyticalskills and confident workingwithdata
• Self-motivated and results drivenwith a focus on outcome
• Experience within transport, travel,membershipor subscription-based organisations
• Experience working with Salesforce Marketing Cloud or similar CRM platforms
• Desirable
• Experience of the rail industry

Why Work for RDG?

We offer a highly competitive package, including:

• 75% discount on rail travel (for work and leisure), plus international rail discounts
• 30 Days annual leave (plus buy/sell options and additional leave for key life events)
• Two Personal Development Days are granted to employees annually
• Interest-free Season Ticket Loan for commuting costs
• Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
• Pension scheme – up to 8.64% employer contribution
• Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
• Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
• Flexible working arrangements available