CRM Manager (Services)

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best‑known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

In this newly created role, the CRM Manager will be accountable for formulating and delivering the Currys Services CRM strategies, maximising product acquisition, growth and retention opportunities across various highly personalised customer journeys that drive improved Services product adoption and customer NPS. You’ll be focused on opportunities to cross‑sell and upsell our Services range, through various life stages developing multi‑channel strategies including Email, SMS and DM.

Here at Currys we are passionate about technology, and as the eyes and ears of the customer our role is to champion customer insight across the business to deliver a customer centric CRM programme. As such you will work closely with Customer Data, Analytics & Insight teams as well as Agencies, Commercial Categories & Services teams. All core functions that go into creating hyper‑targeted communication programmes to customers at every stage of their technology lifecycle.

This is a fantastic opportunity for someone wanting to work within a growth area of a fast‑paced retail business who can bring an excellent knowledge of CRM and understands the right balance between customer, commercial and brand levers to use to deliver against revenue and customer objectives.

Role overview:

• Developing the CRM Services strategy, including delivery of considered test and learn opportunities to improve various Currys Services acquisition and renewal rates.
• Managing the customer journey workflows, including channels such as email, SMS, Direct Mail, outbound and ad‑hoc microsite activities.
• Creating and implementing the strategic development of Repairs marketing.
• Accelerating the launch of Services/CSA reporting, enabling multiple stakeholders to obtain information about customer conversion and comms engagement with ease.
• Auditing existing customer journey and formulate cross‑sell opportunities of wider Services range.
• Carrying out gap analysis of in‑life comms deployments to assess how to deliver a range of assets in the area.
• Delivering initiatives to reduce churn and improve extended‑warranty customer retention.
• Overhauling our approach to customer acquisition, evaluating tactics to engage and convert new customers post purchase & beyond.
• Collaborating with insights team to develop channel and segmentation strategies.
• Championing the CRM Strategic Framework and campaign delivery process, and aligning with stakeholders on wider business objectives, acting as the Subject Matter Expert for CRM.
• Continuously advocating for a customer‑first mindset within the CRM team, ensuring they understand the many ways that the CRM technology and data can be used to better communicate with our customers (and coordinate any training the team needs to deliver this).
• Monthly reporting and analysis playback to stakeholders, sharing recommendations for improvement and collating feedback to implement.

You will need:

• Meticulous attention to detail and a ‘can do’ attitude to work.
• To be commercially focused & data driven, whilst putting the customer at the heart of every marketing decision.
• Great communication & organisational skills, with a strong focus on campaign planning, content delivery and analytics.
• Self‑motivated with a proactive approach & ability to work to deadlines.
• CRM experience working on a high‑profile multi‑channel consumer brand with exposure across the lifecycle (acquire, keep and retain) with a sizeable customer database.
• Experience of working with a campaign tool to build and deploy campaigns.
• Degree or equivalent in Marketing or business or related field.
• Working in a regulatory environment is desirable.

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.
• Access to discretionary bonus.
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork).

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 careers@currys.co.uk and we'll do our best to help.