Senior CRM Planning & Insight Manager in London

This job is with Currys, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Role overview:

The CRM team enables personalised, relevant and timely customer engagement across three brands - Currys, Currys Business (B2B) and Carphone Warehouse - as well as our Credit proposition. The Senior CRM Planning & Insight Manager is a critical role within the CRM function, responsible for shaping the customer and data strategy, governance and planning needed to power best in class CRM activation. The role ensures that all CRM activity is underpinned by strong data foundations, valuable insights, clear audience strategy and robust measurement frameworks.

You will lead the development of CRM audience strategy, lifecycle planning, segmentation and customer insight that guide how we engage customers across all brands. Working closely with senior stakeholders across marketing, commercial, analytics and technology, you will influence key decisions and drive the adoption of CRM best practice across the organisation.

While this role partners closely with Data, Technology and Salesforce platform teams, its emphasis is on CRM strategy, audience leadership, customer lifecycle design, commercial impact and measurable improvement in engagement and retention, rather than hands-on technical or data-engineering delivery. This role is ideal for an experienced CRM strategist who combines strong customer understanding, leadership skills, commercial acumen, and the ability to influence senior stakeholders and galvanise teams into change.

As part of this role, you will be responsible for:

• Team Leadership & Ways of Working: Lead and develop the CRM Data, Insight & Analytics team, managing priorities, capacity and performance. Embed new ways of working and ensure team outputs meet quality standards aligned to the CRM strategy.
• Strategic CRM Data & Audience Planning: Own the CRM audience & lifecycle strategy, segmentation frameworks, lifecycle progression rules, contact strategy & journey design across all CRM activity. Defining targeting logic, audience governance, and entry/exit criteria for orchestrated journeys. Translating CRM and marketing objectives into audience, insight and lifecycle requirements, working with specialist internal teams to deliver them.
• Data Infrastructure & Activation: Partner with the Data & AI team to ensure CRM datasets are reliable, well-structured and activation-ready. Drive CRM data governance and ensure customer data flows seamlessly from the data warehouse to activation in Salesforce platforms.
• Analytics & Measurement: Own the CRM analytics roadmap and define measurement standards including KPIs, testing protocols and incrementality frameworks. Drive the development of dashboards and reporting that deliver actionable insights on customer behaviour and campaign performance.
• Stakeholder Collaboration: Represent CRM's data and insight needs with the wider data & technology teams. Ensure CRM requirements are embedded in upstream decisions on data models, governance, consent and platform development.

You will need:

• Experience in CRM strategy and customer lifecycle leadership is essential.
• Experience managing and developing high-performing CRM insight teams.
• Extensive experience in CRM data planning, segmentation, targeting and customer-level analysis within a complex organisation.
• Demonstrable ability to translate business and marketing objectives into clear, actionable CRM audience and lifecycle strategies.
• Excellent communication skills, able to explain complex concepts clearly to non-technical stakeholders and influence decisions.
• Comfortable operating in periods of transformation with multiple workstreams, ambiguity and evolving operational models.
• Strong commercial acumen with experience improving CRM performance through data-driven decisioning.
• Strong understanding of CRM platforms, audience architecture, campaign planning, and lifecycle journey design.
• Experience working with large customer datasets and tools that include SQL, Python, PowerBI, and Databricks (ideally leadership level with some hands-on ability).
• Degree or equivalent in a marketing or quantitative related field.
• Strong experience in CRM, digital marketing, data planning, or customer analytics in retail or similar sectors.
• Experience working with Salesforce Marketing Cloud and/or Salesforce Data 360 is highly advantageous in defining CRM use-cases, audience strategy and lifecycle application rather than technical implementation.

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