Customer Insight and Performance Manager (CRM)

TL;DR

Customer Insight and Performance Manager (CRM): Leading performance strategy, forecasting, and optimization across Customer Marketing activity with an accent on data-driven decision making and customer engagement. Focus on translating performance data into clear priorities, shaping contact strategies, and executing a robust testing roadmap.

Location: Hybrid in London (40% office based)

Company

A global data and technology company powering opportunities for people and businesses worldwide through advanced data analytics.

What you will do

• Own forecasting, performance management, and the creation of engagement metrics for senior stakeholders.
• Lead prioritisation and sizing of Customer Marketing projects to improve commercial performance and engagement.
• Shape communication and contact strategies through insight-led recommendations to improve customer journeys.
• Create and execute a robust testing roadmap for contact strategy, customer experience, and messaging.
• Partner with Product, Commercial, Finance, and Analytics teams to align priorities and drive business impact.
• Manage and develop a Customer Marketing Analyst, providing direction on reporting and insight generation.

Requirements

• Strong experience in forecasting and performance management using key metrics and targets.
• Proven track record of leading testing programmes to improve customer engagement or campaign performance.
• High commercial and numerical capability to connect performance analysis to business outcomes.
• Experience in stakeholder management and presenting complex narratives to senior audiences.
• Experience managing or mentoring an analyst.
• Must be based in London for hybrid work.

Nice to have

• Strong SQL skills and experience using analytical tools such as Mixpanel.
• Knowledge of CRM systems, ideally Salesforce, and campaign targeting principles.

Culture & Benefits

• Hybrid working model requiring 40% office presence.
• Comprehensive compensation package including a discretionary bonus plan.
• Core benefits including Pension and BUPA healthcare.
• 25 days annual leave plus bank holidays.
• Inclusive and purpose-driven culture recognized as a World's Best Workplace.