CRM Consultant – FTC 3M

Rail Delivery Group

. Evolve the CRM programme and capability to drive customer engagement and commercial benefit .

Posted 9/15/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and implementing multi-channel CRM strategies, focusing on customer engagement, retention, and personalisation. Proficient in leveraging data insights to inform decision-making and drive continuous improvement in CRM capabilities.

Highest-signal resume keywords

CRM Strategy DevelopmentCustomer Lifecycle MarketingData Governance FrameworksStakeholder EngagementMulti-Channel CRM Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM StrategyCustomer Journey FrameworksData AnalysisSegmentationPersonalisationMeasurement FrameworksConsent ManagementBusiness Case DevelopmentTransformation RoadmapsCRM Function Assessment

Soft Skills

Stakeholder EngagementFacilitation SkillsInfluencing SkillsSelf-MotivatedResults Driven

Tools & Technologies

Salesforce Marketing CloudCRM PlatformsMarketing Technology Ecosystems

Industry Keywords

Transport IndustryTravel IndustryMembership OrganisationsSubscription-Based Organisations

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Evolve the CRM programme and capability to drive customer engagement and commercial benefit
Identify gaps and opportunities to improve customer experience, engagement, retention and conversion
Support definition and prioritisation of requirements for the next phase following database consolidation
Review customer journeys, data, platforms and measurement frameworks
Develop recommendations for onboarding, engagement, retention and reactivation programmes
Develop requirements and recommendations for the future preference centre, consent management approach and customer contact strategy
Help define and document the future CRM operating model, including governance, processes, roles and responsibilities
Evolve customer segmentation and profiling approaches to support personalisation
Develop a future-state multi-channel CRM strategy spanning email, SMS, push notifications and emerging channels
Incorporate customer insight and behaviour data into CRM planning and decision-making
Recommend testing, measurement and optimisation frameworks for continuous improvement
Identify opportunities to leverage new technologies, channels and CRM innovation
Produce clear recommendations, business cases and strategic roadmaps for future CRM investment and capability
Provide regular reporting, analysis and presentations to stakeholders

Requirements

What you’ll need

Significant experience developing CRM strategies at scale
Experience assessing and transforming CRM functions
Strong understanding of customer lifecycle marketing, retention and personalisation
Experience developing customer journey frameworks and communications programmes
Strong stakeholder engagement, facilitation and influencing skills
Experience translating complex data into practical business recommendations
Experience developing consent management preference centres and customer data governance frameworks
Experience defining CRM, customer data or marketing roadmaps
Experience developing multi-channel CRM strategies
Strong understanding of customer data, segmentation, personalisation and measurement frameworks
Experience working in complex, multi-stakeholder organisations
Knowledge of multi-channel CRM and marketing technology ecosystems
Experience producing strategic recommendations, business cases and transformation roadmaps
Experience in CRM transformation programmes
Strong analytical skills and confidence working with data
Self-motivated and results driven with a focus on outcome
Experience within transport, travel, membership or subscription-based organisations
Experience working with Salesforce Marketing Cloud or similar CRM platforms
Desirable: Experience of the rail industry

Benefits

Comp & perks

75% discount on rail travel (for work and leisure), plus international rail discounts
30 Days annual leave (plus buy/sell options and additional leave for key life events)
Two Personal Development Days are granted to employees annually
Interest-free Season Ticket Loan for commuting costs
Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
Pension scheme – up to 8.64% employer contribution
Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
Flexible working arrangements available