CRM Lead

3 days ago


City Of London, United Kingdom Robert Walters UK Full time

We are seeking an experienced CRM Lead with strong Dynamics 365 Customer Insights (CI) and D365 Customer Engagement (CE) expertise. You will lead multi-channel CRM activity, optimise customer journeys, and ensure data-driven decisioning across the organisation. This role blends hands‑on platform work with strategic CRM leadership. Key Responsibilities Lead CRM strategy and execution across email, SMS/RCS, WhatsApp, push and other digital channels. Manage and optimise D365 CI/CE, including segments, profiles, data unification, real-time journeys and personalisation logic. Develop and maintain customer segments, behavioural clusters and look‑a‑like groups. Use customer insights and engagement data to drive journey optimisation and channel performance. Support retention and propensity modelling, translating outputs into actionable CRM programmes. Collaborate with marketing, data, engineering and operations to align CRM activity with business goals. Required Experience & Skills Strong hands‑on capability with Microsoft Dynamics 365 (Customer Insights + Customer Engagement). Experience with multi‑channel CRM (email, SMS/RCS, WhatsApp, push). Solid understanding of lifecycle journeys, personalisation, and segmentation. Strong analytical skills and ability to interpret behavioural data. Ability to communicate insights clearly to both technical and non‑technical stakeholders. Experience integrating CRM with platforms like Twilio or similar APIs. Exposure to predictive modelling (e.g., churn/engagement propensity). Experience in complex or multi‑data‑source environments. Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates. About the job Contract Type: Temporary Interim Management Specialism: Technology & Digital Focus: CRM Industry: IT Salary: £500 - £550 per day Workplace Type: Hybrid Experience Level: Associate Location: City of London Job Reference: P3YHMF-7677C039 Date posted: 5 December 2025 Consultant: Dane Moore #J-18808-Ljbffr



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