CRM Insight & Data Planning Manager

Dixons Carphone; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in London seeks a CRM Insight and Data Planning Manager to enhance CRM activities across the customer lifecycle. Ideal candidates should have at least 5 years of CRM experience and strong analytical skills for managing data flows. The role offers a competitive benefits package, including hybrid working and annual leave.

Benefits

25 days of annual leave

Private Medical Insurance

Life Assurance

Colleague Discounts

Hybrid Working

Qualifications

• At least 5 years of CRM experience or 3 years in an Insight role.
• Proven experience managing complex data flows ensuring compliance with regulations.
• Strong analytical capabilities in interpreting complex datasets.

Responsibilities

• Support the team to deliver the CRM strategy through campaign planning.
• Oversee the full insight lifecycle, delivering actionable insights.
• Drive adoption of BI self-serve tools within CRM.

Skills

CRM experience

Data management

Analytical capabilities

Stakeholder management

Technical proficiency

Tools

Azure

Databricks

Power BI

Google Analytics

Job description

Overview

The CRM Insight and Data Planning Manager plays a critical role in elevating the performance and strategic value of CRM activity across the customer lifecycle. This role is responsible for enhancing the accuracy, reliability, and timeliness of data to enable smarter campaign planning, deeper customer understanding, and more effective decision-making. By delivering high-quality insights and robust reporting, the role helps demonstrate CRM’s contribution to commercial growth and supports iD’s ambition to become a more data-driven business.

Key Responsibilities:

General

• Support the team to deliver the CRM strategy through year-round campaign planning
• Manage stakeholder engagement, use group network/ capabilities and develop productivity improvements
• Lead data focused projects and (when required) approve iD projects on behalf of CRM
• Deputise for the Senior Manager with key stakeholders

Insight

• Oversee the full insight lifecycle, delivering actionable quantitative and qualitative insights that inform CRM strategy and broader business decisions
• Translate CRM briefs into clear, structured requests for BI teams, and deliver insight outputs to a presentation-ready standard
• Develop and embed a new CRM reporting framework aligned to customer lifetime value, identifying strategic revenue opportunities
• Lead CRM’s test-and-learn programme to support iD’s growth ambitions, guiding audience segmentation and channel strategy to meet evolving KPI targets
• Drive adoption of BI self-serve tools within CRM by defining key reporting requirements and enabling automation for scalable insight delivery

Data Planning

• Act as the CRM data champion, advocating for best practices and innovation in data usage across stakeholders, especially within AI-driven environments
• Ensure all customer communications comply with ICO, GDPR, and Ofcom regulations. Where necessary, challenge internal interpretations and DPO guidance to enable responsible and effective use of iD data
• Own and evolve the consent and permissions strategy, including repermissioning initiatives, group-level suppression management, and cross-brand compliance
• Proactively manage and mitigate data-related risks and customer issues, with robust contingency planning and incident response protocols
• Lead strategic optimisation of CRM data capabilities, driving innovation and collaboration with key stakeholders to unlock future customer value in our campaign planning

Required Skills & Experience:

• At least 5 years or more CRM experience or 3 years in an Insight role (with the ability to demonstrate CRM campaign competency)
• Proven experience managing complex data flows, ensuring compliance with personal data regulations (e.g., GDPR, ICO) across multiple IT systems and platforms
• Skilled in translating strategic objectives into clear requirements, user stories, and test plans—leveraging market research, competitive analysis, and strategic frameworks
• Strong analytical capabilities in interpreting complex datasets to uncover actionable insights, with a track record of influencing senior stakeholders through compelling presentations and business cases
• Deep understanding of customer lifetime value (CLV), churn prediction, and segmentation modelling to drive targeted CRM strategies
• Technical proficiency with modern data platforms and tools including Azure, Databricks, Power BI, and Google Analytics
• Industry experience in mobile and/or retail sectors, with a solid grasp of subscription-based data models and customer behaviour dynamics
• Practical coding experience (e.g., SQL, Python) would be desirable

Benefits:

• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Private Medical Insurance
• Life Assurance
• Fantastic Colleague Discounts on Tech with Currys and iD Mobile
• Hybrid Working (with an expectation to meet in person 2-4 times per month)

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [e-mail] and we'll do our best to help.