CRM Planning, Insight & Analytics Manager

Vacancy ID: 48763 CRM Planning, Insight & Analytics Manager Currys London Campus at Waterloo Permanent 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. The CRM team enables personalised, relevant and timely customer engagement across three brands - Currys, Currys Business (B2B) and Carphone Warehouse - as well as our Credit proposition. 2026 represents a step change in how we plan and deliver CRM & Loyalty activity with the implementation of Salesforce Marketing Cloud Next (SFMC) and Salesforce Data Cloud (Data360), alongside the build of a new Single Customer View (SCV). This will modernise how we manage customer data, orchestrate campaigns, and activate insights across touchpoints, and significantly enhance CRM’s ability to deliver segmentation and personalisation at scale across all brands and propositions. The CRM Planning, Insight & Analytics Manager is a key member of the CRM team, and is responsible for delivering high‑quality data & campaign planning, segmentation, analytics and reporting to power best in class CRM activation. The role involves hands‑on build of CRM audiences, insight reports and analytics outputs as well as planning support for the operationalisation of CRM programmes across all customer lifecycle stages. The role contributes to wider strategic initiatives but primarily owns execution‑level delivery, working with the wider CRM team to ensure campaigns and journeys are powered by accurate data, reliable segmentation and strong actionable measurement and insight. (inc Test & Learn methodology). This role is ideal for a strategic minded CRM analyst with strong technical skills to design, build and deliver the analytics outputs that help to realise the opportunity for CRM provided by the investment in data and technology. Key Responsibilities: Translate analytical outputs into actionable insights and recommendations for campaign optimisation Build, review and maintain campaign data briefs for CRM Managers, ensuring accurate targeting logic and data utilisation Support weekly, monthly and seasonal CRM planning with data‑driven recommendations and opportunity sizing Enforce and maintain CRM data governance practices, including taxonomy, consent, attribution, campaign metadata, audience definitions and segmentation logic Drive adoption of consistent naming conventions, documentation and process discipline across CRM data planning activities Support accountability for CRM data availability, accuracy and correct usage across all campaigns and journeys by performing hands‑on checks, QA and validation Work closely with the Internal Data & AI team to ensure CRM‑critical datasets in Azure and Databricks are reliable, well‑structured and available for planning, targeting, reporting and analytics Build, maintain and improve clear and reliable CRM reporting, dashboards and automated insight products (e.g., PowerBI) to provide actionable insight into customer behaviour, campaign performance and lifecycle effectiveness Design, develop and apply CRM analytics including segmentation builds (e.g., behavioural, lifecycle), propensity scoring, look‑a‑like logic and uplift‑aligned targeting approaches Ensure all analytical outputs (segments, scores, lists, models) meet quality standards, are commercially meaningful and are correctly operationalised into Salesforce Marketing Cloud, Data360 and CRM workflows Define campaign‑level KPIs and measurement requirements, produce performance reporting and support the design of statistically valid test‑and‑learn initiatives Build customer segmentations, lifecycle cohorts, propensity models or targeted lists using data in Azure and Databricks Ensure all analytical outputs (scores, segments, models) are robust, commercially meaningful and fully operationalised into Salesforce Marketing Cloud, Data360 and CRM workflows Create and optimise segments and data models required for campaign delivery, audience selection and journey triggers Work closely with CRM Managers to support end‑to‑end campaign planning and activation Partner with Data & AI and Salesforce teams to ensure CRM data requirements are understood and prioritised Support the Salesforce Marketing Cloud and Data360 implementation, including testing, data readiness and operational process changes Required Skills & Experience: Experience in multi-channel CRM data planning, segmentation, targeting, campaign data delivery and analysis Strong understanding of CRM platforms (ideally Salesforce Marketing Cloud), audience architecture, campaign planning, and lifecycle journey design Strong capability in SQL and Python, and working with large‑scale customer datasets in environments such as Azure and Databricks, including hands‑on data preparation, QA, transformation and model‑ready dataset creation Ability to design and build customer segmentations (e.g., behavioural, lifecycle, clustering), and develop predictive models such as propensity, churn/lapse and cross/upsell scores, applying them to improve targeting and personalisation Practical experience developing analytical models using common statistical or machine‑learning techniques Experience developing CRM reporting, dashboards and insight products (e.g., PowerBI), with strong data visualisation and storytelling skills Strong organisational skills with the ability to manage multiple simultaneous campaigns, analysis and deadlines Why join us: 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: 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme Private Medical Insurance Life Assurance Fantastic Colleague Discounts on Tech with Currys and iD Mobile Hybrid Working (with an expectation to meet in person 2-4 times per month) 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.