CRM Manager (Services)

Role overview:

CRM Manager (Services)
London
Currys London Campus at Waterloo
Fixed Term Contract (6 months)
Full Time
Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

In this newly created role, the CRM Manager will be accountable for formulating and delivering the Currys Services CRM strategies, maximising product acquisition, growth and retain opportunities across various highly personalised customer journeys that drives improved Services product adoption and customer NPS.

You’ll be focused on opportunities to cross-sell and upsell of our Services range, through various life stages developing multi-channel strategies including Email, SMS and DM.

Here at Currys we are passionate about technology, and as the eyes and ears of the customer our role is to champion customer insight across the business to deliver a customer centric CRM programme. As such you will work closely with Customer Data, Analytics & Insight teams as well as Agencies, Commercial Categories & Services teams. All core functions that go into creating hyper-targeted communication programmes to customers at every stage of their technology lifecycle.

This is a fantastic opportunity for someone wanting to work within a growth area of a fast-paced retail business. who can bring an excellent knowledge of CRM and understands the right balance between customer, commercial and brand levers to use to deliver against revenue and customer objectives.

Role overview:

As part of this role, you'll be responsible for:

• CRM Strategy & Test & Learn - Develop the CRM Services strategy with test and learn initiatives to improve acquisition and renewal rates for Currys Services
• Multi-stage Programme Ownership - Own end-to-end complex CRM programmes, including self-serve customer journeys that reduce friction and drive product adoption
• Technology & Personalisation - Partner with technology teams to build Salesforce and personalisation platforms (e.g. Moveable Ink) for real-time, 1:1 personalised communications at scale
• Customer Journey Management - Manage workflows across email, SMS, Direct Mail, outbound, and ad-hoc microsite activities
• Services Marketing & Reporting - Develop Repairs marketing strategy and accelerate Services/CSA reporting to enable stakeholder visibility on conversion and engagement
• Journey Optimisation & Retention - Audit existing journeys for cross-sell opportunities, reduce churn, and improve extended-warranty customer retention
• Customer Acquisition & Insights - Overhaul acquisition approach post-purchase, collaborate with insights team on channel and segmentation strategies, and assess inlife comms gaps
• CRM Leadership & Stakeholder Management - Champion the CRM Strategic Framework as SME, advocate for customer-first mindset, provide monthly reporting and recommendations to stakeholders

You will need:

• Leadership & Team Management - Strong leadership and motivational skills with proven experience managing junior team members
• CRM Strategy & Design -Proven experience developing strategy for large, complex CRM programmes and designing self-serve customer journeys that reduce manual intervention
• Data Marketing & Email Expertise - Experience in data marketing/CRM including email marketing (ideally client and agency side) across customer retention, re-engagement, and acquisition with sizeable customer databases
• Technology Expertise - Hands-on experience with Salesforce and dynamic content platforms (e.g. Moveable Ink); preferred experience with personalisation tech tools
• Commercial & Data-Driven Mindset - Commercially focused and data-driven approach while keeping the customer at the heart of every marketing decision
• Communication & Delivery - Excellent communication, presentation, and organisational skills with strong focus on delivery and attention to detail
• Stakeholder Influence & Performance - Strong influencing skills with senior-level stakeholders, excellent team player with strong interpersonal skills, and exceptional drive with track record of delivering against commercial targets
• Retail Background & Qualifications - Essential retail experience and preferred marketing or business degree level qualification or equivalent; strong analytical ability with technical CRM knowledge to drive campaign performance improvements

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
• Private medical insurance
• Life Assurance
• Competitive pension scheme
• Access to discretionary bonus
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork)

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.