CRM Consultant

CRM Consultant (Full Time, Permanent Position)

London (Hybrid)

Let's make the most of your talent

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. And we all work together to be brilliant for customers, every single day.

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 with create a segment-based strategy, plan and roadmap leveraging the latest data-driven marketing techniques and innovations across a mix of BTL, paid and owned channels to improve either customer engagement (NPS), 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 customers segments and cohorts, to deliver value for DLG.

• Present and get buy-in for CRM plans across a set of stakeholders across Brand, customer and Product teams, reporting on performance, sharing ideas for improved success and influencing creation of product messaging pipelines.

• In partnership with the Insight, Customer Experience and Effectiveness teams, 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 has basic understanding of data and privacy regs (GDPR, PECR etc)
• Results hungry 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 and execution to analysis of results

Hours: 35 hours

What we off in return:

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Our core benefits include:

• 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!

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

We’re proud of who we are, of what we do, and what every single one of us brings.

Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here

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. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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