Customer Relationship Management Specialist

✈️ Let Your Career Take Flight

As Lead CRM Experience, you'll be central to delivering our personalisation vision. You’ll shape end-to-end, segment-led customer journey plans and strategic playbooks that drive lifetime value and elevate Net Promoter Scores.

Key to this role is developing cross-channel, full-funnel customer experiences that align with commercial or customer experience objectives—ensuring every touchpoint supports our broader personalisation ambition.

You’ll identify journey variations across customer segments, collaborating with stakeholders to deliver a phased roadmap. Through robust hypotheses and test-and-learn methodologies, you’ll evolve and enhance our CRM segment playbooks.

You'll also lead the development of scalable processes and ways of working aligned with a Target Operating Model—driving consistent collaboration, ownership, and delivery across digital and non-digital CRM activity.

✈️About you

We’re looking for a strategic and commercially driven CRM leader with:

• A degree or equivalent experience, and a proven track record of delivering both commercial and customer experience results.

• Deep expertise in omni-channel journey planning, strategic roadmap development, and prioritisation frameworks.

• Strong data literacy and hands-on experience with CRM platforms, supported by a test-and-learn mindset essential for operational model success.

• Outstanding interpersonal skills—confident in influencing, collaborating, and fostering strong cross-functional relationships.

• Excellent written and verbal communication skills, including experience presenting to senior leadership.

• A high-performing mindset, comfortable working in a dynamic, fast-paced environment.

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