Senior CRM Strategy & Personalisation Manager

Currys plc; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Life Assurance

Competitive pension

Discretionary bonus

Hybrid working

Job summary

Currys plc’s iD Mobile business in London is seeking a Senior CRM Strategy & Personalisation Manager to own the CRM roadmap across the customer lifecycle, delivering engaging, data-driven communications.

Based at the Currys Waterloo campus (Hybrid), you’ll lead segmentation, channel strategy, and a personalisation roadmap using Hightouch, Movable Ink and Salesforce Marketing Cloud, while aligning decisions to profitability and customer value.

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.
• 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

• Define and lead CRM strategy across the customer lifecycle to drive engagement, retention, and margin.
• Own data-driven customer targeting and segmentation.
• Shape contact strategy, channel mix, and hierarchy for well-sequenced communications.
• Evaluate and introduce new channels such as RCS and WhatsApp.
• Deliver a personalisation roadmap using Hightouch, Movable Ink, and Salesforce Marketing Cloud.
• Turning commercial and profitability guardrails into audience, offer, and contact decisions.
• Own 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

GDPR/PECR compliance

Hightouch

Salesforce Marketing Cloud

Data-driven decisioning

Cross-functional influence

Mobile/retail/subscription background

Education

Degree in business or marketing

Tools

Hightouch

Salesforce Marketing Cloud

Job description

Senior CRM Strategy & Personalisation Manager

London

Role overview:

Senior CRM Strategy & Personalisation Manager London Currys London Campus at Waterloo (Hybrid) Permanent Full Time Grade 5 We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 2.6 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future. iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family.

As part of this role, you’ll be responsbile for:

• 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, effective 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

You will need:

• 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 decisionsCommercial 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

Desirable:

• CDP or ESP implementation experience, ideally Salesforce Marketing Cloud
• Familiarity with WhatsApp and RCS
• Experience with predictive analytics, CLV modelling, and AI-driven personalisation

Education & Experience:

• Degree in business or marketing (preferred)
• Significant CRM, lifecycle, or customer marketing experience with a strategy, segmentation, or personalisation focus

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
• Private medical insurance
• Life Assurance
• Competitive pension scheme
• Access to discretionary bonus
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork)

Why join us:

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.