At a Glance
- Tasks: Lead performance strategy and optimise customer marketing activities for impactful results.
- Company: Join Experian, a global leader in data and technology with a people-first culture.
- Benefits: Enjoy hybrid working, competitive pay, 25 days leave, and comprehensive health benefits.
- Other info: Be part of an award-winning team that values diversity and inclusion.
- Why this job: Shape strategic decisions and drive real change in customer engagement and business performance.
- Qualifications: Strong analytical skills, experience in performance management, and stakeholder communication.
The predicted salary is between 49500 - 60500 £ per year.
12 month maternity cover
We are looking for a commercially focused Customer Insights and Performance Manager on a 12 month fixed term basis, to lead performance strategy, forecasting, prioritisation, and optimisation across Customer Marketing activity in Experian Consumer Services. This is a high-impact role with exposure to senior stakeholders, shaping decision-making, influencing strategic direction, and driving improvements in customer engagement and business performance. Your role combines strategic ownership with hands-on delivery. You will translate performance data into clear priorities, identify opportunities for improvement, shape communication and testing strategy, and drive change across the Customer Marketing agenda. You will also manage a Customer Marketing Analyst, ensuring strong day-to-day insight generation and performance support across the team.
Key responsibilities
- Own forecasting, performance management, creation of new engagement metrics and reporting, translating planned initiatives into robust forecasts, targets, and clear performance updates for senior stakeholders.
- Lead prioritisation and sizing of Customer Marketing projects, assessing scope, value, and impact, and identifying new opportunities to improve engagement and commercial performance.
- Shape communication and contact strategy through insight-led recommendations, working closely with Analytics to improve customer journeys, lifecycle performance, and overall marketing effectiveness.
- Lead the creation and execution of a robust testing roadmap for the Customer Marketing team, including strategic and tactical testing across contact strategy, customer experience, and messaging, and ensure actions are followed through into measurable outcomes.
- Partner with senior stakeholders across Customer Marketing, Product, Commercial, Finance, and Analytics to align priorities, influence decisions, and drive business impact.
- Own governance of campaign and journey targeting, ensuring a high standard of quality, accuracy, and consistency across execution as well as ensuring that the right customers receive the right communications at the right time.
- Manage and develop a Customer Marketing Analyst, providing direction across campaign reporting, test analysis, anomaly identification, and day-to-day insight generation.
Experience and Skills
- Strong forecasting and performance management experience, with the ability to work confidently with key metrics, targets, and data-driven recommendations.
- Experience leading testing programmes designed to improve customer engagement, customer experience, or campaign performance.
- Strong commercial, numerical, and analytical capability, with the ability to connect customer performance analysis to business outcomes, strategic priorities, and credible business cases.
- Strong stakeholder management, influencing, and communication skills, with the ability to present complex performance narratives clearly to senior and non-technical audiences.
- Ability to prioritise effectively, make sound decisions, and drive change through to execution.
- Experience managing or mentoring an analyst.
Nice to have
- Strong SQL skills and experience using analytical tools such as Mixpanel.
- Good CRM knowledge, ideally including Salesforce and campaign targeting principles.
About Experian
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Our benefits package includes:
- Hybrid working - 40% office based.
- Great compensation package and discretionary bonus plan.
- Core benefits include Pension, BUPA healthcare and more.
- 25 days annual leave plus bank holidays.
Our uniqueness is that we celebrate yours. Experian's people-first, inclusive and purpose-driven culture is multi award-winning; Worlds Best Workplaces 2025 (Fortune Global Top 25), Great Place To Work in 26 countries. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Customer Insight and Performance Manager (CRM) - 12 month Secondment in London employer: Experian Group
Experian is an exceptional employer, offering a dynamic work environment where innovation thrives. With a strong focus on employee growth and development, the AI & Automation Centre of Expertise provides opportunities to engage with cutting-edge technologies while enjoying a hybrid working model. The company fosters a collaborative culture that values diverse perspectives, ensuring that every team member can contribute meaningfully to impactful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight and Performance Manager (CRM) - 12 month Secondment in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Experian Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Experian Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Insight and Performance Manager (CRM) - 12 month Secondment in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Experian Group.
How to prepare for a job interview at Experian Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Experian Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Experian Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
