CRM Consultant (Full Time, Permanent Position)
Location: London (Hybrid)
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse.
What you'll be doing
As a key member of the DLG CRM team, this role will plan, implement, measure and optimise Customer Marketing initiatives to deliver value for customers and the group.
The CRM consultant will report into a CRM Manager and be accountable for designing and managing CRM campaigns that will contribute to the CRM strategy and KPIs. In partnership with the CRM Activation teams, Media and Performance Teams, Data Teams, and working with Marketing Managers and Business Units, the CRM Consultant will create a segment-based strategy, plan and roadmap leveraging the latest data-driven marketing techniques across a mix of BTL, paid and owned channels to improve customer engagement, new business retargeting, cross-sell, or retention.
This role will be critical to a growing CRM Team that will deliver marketing-leading, tactical, and always-on campaigns and initiatives that help grow cross-portfolio value for DLG.
* Translate and combine business problem statements and customer insights into comms strategies, developing a roadmap of activities across brands and products, by customer segments and cohorts.
* Present and get buy-in for CRM plans across a set of stakeholders, reporting on performance, sharing ideas for improved success, and influencing creation of product messaging pipelines.
* Ensure measurement frameworks, benchmarks, tagging, and customer feedback is in place to continually improve and optimise campaign performance.
* Work alongside the wider Marketing Team, Digital Teams, and agencies to ensure Customer Journeys are aligned to maximise performance/improve customer outcomes.
* Work with the CRM Activation Team who will build and execute email, SMS, and app-based campaigns using the latest DLG Martech.
* Execute all campaigns in line with DLG’s risk appetite.
What we're looking for
* Experience working with direct-to-customer brands delivering CRM activities across BTL channels (including DM, Email, SMS, and Apps) and ideally paid media channels.
* You will be customer obsessed and have a basic understanding of data and privacy regulations (GDPR, PECR, etc).
* Results-driven with experience in working with data and customer journey insights to improve campaign effectiveness and customer engagement.
* Good communicator and team player with experience presenting strategies and plans to stakeholders.
* Has owned initiatives end-to-end from planning, briefing, execution to analysis of results.
Hours: 35 hours
What we offer in return:
* 9% employer contributed pension
* 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
* Additional optional Health and Dental insurance
* Up to 10% annual bonus
* EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax-efficient way.
* 25 days annual leave, increasing each year up to a maximum of 28
* Buy as you earn share scheme
* Employee discounts and cashback
* Plus many more!
Join us. Help us keep innovating and putting customers at the heart of everything. Together we’re one of a kind.
Ways of Working
Our hybrid model offers a 'best of both worlds' approach combining the best parts of home and office-working.
Being yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people.
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