CRM Campaign Delivery & Optimisation Lead

Role: CRM Campaign Delivery & Optimisation Lead

Location: Leeds LS15 OR London W1U. We operate a hybrid schedule, meaning 2-3 days in the office per week.

Salary: Up to £75,000 per annum + up to a 10% annual discretionary bonus, plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: Monday – Friday 37.5 hours per week. We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

The CRM Campaign Delivery & Optimisation Lead is responsible for translating customer strategy into measurable behaviour change through the effective delivery, optimisation, and scaling of CRM campaigns and lifecycle journeys.

Leading both the Campaign Delivery & Optimisation team and the Data & Technology Enablement team, this role acts as the engine of CRM execution, ensuring that programmes are data-driven, automated, and continuously improved. The role is accountable for how campaigns are delivered, how well they perform, and how effectively CRM platforms and data capabilities enable scalable, high-impact customer engagement.

Working in close partnership with Customer Strategy and Go-To-Market teams, the role brings the “how and how well” to life, turning strategic intent into robust, insight-led CRM programmes that drive engagement, performance, and long-term value.

• Lead the delivery of all CRM campaigns, lifecycle programmes, and triggered communications across channels
• Translate customer strategy into scalable, automated journeys and campaign plans that drive measurable behaviour change
• Design and deliver lifecycle programmes across acquisition, onboarding, activation, retention, and win-back
• Own CRM performance, driving continuous optimisation through testing, insight, and data‑led decision making
• Improve key metrics including conversion, engagement, retention, and customer lifetime value
• Embed a customer‑first, lifecycle‑led approach, increasing the proportion of always‑on automated activity
• Establish efficient operating models, including agile delivery, prioritisation frameworks, and campaign governance
• Collaborate cross‑functionally to align CRM activity with broader product, marketing, commercial, and operational goals
• Lead end‑to‑end performance reporting, ensuring clear visibility of campaign impact, funnel progression, and growth contribution
• Own CRM platform and data enablement, ensuring robust automation, accurate targeting, high data quality, and reliable reporting

• Experience leading a CRM campaign delivery function or team, with accountability for output, quality, and performance
• Proven ability to translate CRM plans and strategy into scalable, structured and executable campaign programmes
• Strong track record of owning end‑to‑end delivery of CRM activity, across multiple concurrent campaigns and lifecycle journeys
• Hands‑on experience with CRM / marketing automation platforms to build, deploy, and oversee campaign execution at scale
• Experience designing and embedding test‑and‑learn frameworks (A/B and multivariate testing) to drive continuous optimisation
• Strong operational leadership, with experience defining and improving:
  • campaign workflows
  • delivery processes
  • planning frameworks and timelines
• Experience scaling CRM delivery, including the development of automated / triggered journeys and reducing reliance on one‑off campaigns
• High level of accuracy and attention to detail, with ownership of QA processes, governance, and delivery standards
• Experience managing campaign roadmaps, delivery plans, and prioritisation frameworks aligned to business goals
• Strong understanding of CRM campaign operations, including segmentation, targeting, QA, approvals, and deployment at scale
• Ability to take strategic or high‑level plans and translate them into clear delivery roadmaps, execution plans, and measurable outputs
• Proven ability to drive measurable performance improvements ( e.g., conversion, engagement, retention ) through CRM campaign delivery
• Experience working collaboratively with cross‑functional teams to deliver complex, multi‑channel CRM programmes
• Demonstrated experience building, developing, or improving CRM…