Senior CRM Strategy & Transformation Lead

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

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