CRM Strategy & Personalisation Lead

Currys; Greater London; Hybrid; GBP 85,000 - 100,000; Full time

Benefits offered by this job

Holiday entitlement - 25 days

Private medical insurance

Life Assurance

Competitive pension scheme

Access to discretionary bonus

Hybrid working

Job summary

Currys iD Mobile in London (Hybrid) is seeking a Senior CRM Strategy & Personalisation Manager to lead the CRM strategy for iD Mobile, moving from manually built segments to data-led, automated personalization, and define who we talk to, when and through which channels.

You will partner with the Head of CRM and stakeholders to grow retention, in-life margin and long-term customer value by turning business guardrails into audience, offer and contact decisions, while leading CRM technology

Qualifications

• Experience defining and automating customer segmentation and audience strategy.
• Strong multi-channel contact strategy and planning skills.
• Knowledge of GDPR and PECR compliance.
• Hands-on experience with Hightouch (or similar) and Salesforce Marketing Cloud.
• Ability to translate data and analytics into clear targeting decisions.
• Commercial acumen with decisions grounded in profitability and incrementality.
• Proven ability to influence cross-functional teams at a senior level.
• Background in mobile, telecoms, retail, or a subscription business.

Responsibilities

• Defining and leading CRM strategy across the customer lifecycle to drive engagement, retention, and margin.
• Owning data-driven customer targeting and segmentation.
• Shaping contact strategy, channel mix, and hierarchy to deliver well-sequenced communications.
• Evaluating and introducing new channels such as RCS and WhatsApp.
• Delivering a personalisation roadmap using Hightouch, Movable Ink, and Salesforce Marketing Cloud.
• Turning commercial and profitability guardrails into audience, offer, and contact decisions.
• Owning outbound calling lists for Sales and Retentions, aligned to broader CRM activity.
• Line-managing the Insight and Data Planning Manager, driving a test-and-learn culture.
• Leading CRM technology evolution, including automation and AI-driven decisioning.
• Presenting CRM strategy and performance to senior leadership.

Skills

Customer segmentation

Multi-channel planning

Cross-functional influence

Commercial acumen

Education

Degree in business or marketing

Tools

Hightouch

Salesforce Marketing Cloud

Job description

Currys iD Mobile in London (Hybrid) is seeking a Senior CRM Strategy & Personalisation Manager to lead the CRM strategy for iD Mobile, moving from manually built segments to data-led, automated personalization, and define who we talk to, when and through which channels.

You will partner with the Head of CRM and stakeholders to grow retention, in-life margin and long-term customer value by turning business guardrails into audience, offer and contact decisions, while leading CRM technology