CRM Lead

1 day ago

London, Greater London, United Kingdom Robert Walters Full time £40,000 - £55,000 per year

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.

Contract CRM Lead & D365 Specialist – Customer Insights

Location:
London / Hybrid

Rate:
£500–£550 per day

Duration:
3-month initial contract

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

  • Proven CRM leadership experience in data-driven environments.
  • 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.

Desirable

  • 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

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