CRM Consultant - FTC

Closing Date for Applications

18thSeptember 2027

Rail Delivery Group (RDG) partners with Britain’s train operators to put customers at the heart of everything we do, delivering essential services and dedicatedexpertswhokeep the nation’s railway running efficiently.

From journey information,reservations and

Railcards to improving performance,safetyand accessibility, wedrivethe services and people that keep the railway moving. Anyone who has travelled by train or booked a journey for friends or family, will have usedourservices. We are integral to the running of the railway and play a crucial part at every stage of the customer journey –making sure we are delivering a better railwayforall our customers,now and in the future.

As we embark on a new era for rail,we arenow looking for a CRM Consultant to join us. If you are motivated by meaningful work and want to play a role in the future of Britain's railway, we'd love to hear from you!

Thismarketingroleisto support the acquisition and retentionmarketingteamto helpevolveourCRMprogramme for our National Rail programmes.

We have recently undertaken a database consolidation exerciseandare nowseekingto build on this capability and evolve our CRM programmes to deliver a great experience for our customers.

This role will focus on developing recommendations and requirements for Phase 2 of our CRM transformation including customer journeys, segmentation,consent and preference management, multi-channelengagementand CRM operating models.

The ideal candidate will be an experienced commercially drivenCRMmarketingprofessional with a background building and evolvingCRM programmes at scale enabling RDG to optimise the customer experience and maximise the value of our customer data,communications and CRM investment.

No two days are quite the same, and this isn’t an exhaustive list, but some of the things you will be involved in include:

• Evolve ourCRMprogrammeand capability to drive customerengagementand commercial benefit
• Identify gaps and opportunities to improve customer experience, engagement, retention and conversion,future proofingourCRMprogrammes
• Support the definition and prioritisation of the next phase of requirements following the database consolidation
• Review customer journeys,data,platforms and measurement frameworks and develop recommendations for future onboarding, engagementretentionand reactivation programmes
• Develop requirements and recommendations for the future preference centre, consentmanagementapproachand customer contact strategy
• Help define and document the future CRM operating model, including governance, process,rolesand responsibilities.
• Help evolve our customer segmentation and profiling approaches to supportpersonalisationandhelp optimise the experience for our customers
• Develop a future-state multi-channel CRM strategy spanning email, SMS, pushnotificationsand other merging channels
• Ensure customer insight and behaviour data are effectively incorporated into CRM planning and decision making
• Recommend testing,measurementandoptimisation frameworks to supportcontinuousimprovement across customer communications
• Identify opportunities toleveragenew technologies,channels and CRM innovation to improve customer outcomes
• Product clear recommendations, business cases and strategicroadmapsfor future CRM investment and capability
• Provide regular reporting,analysis and presentations to stakeholders, ensuring recommendations are actionable and commercially focused.

• We are less interested in ticking every box and more interested in finding someone who can make a positive contribution to our team.
• You'll likely bring:
• Essential
• Significant experience developing CRM strategies at scale
• Experience assessing and transforming…