> Markdown version of [/jobs/ext/3275275-crm-consultant-ftc-3m](https://www.wearedevelopers.com/jobs/ext/3275275-crm-consultant-ftc-3m). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CRM Consultant - FTC 3M - **Company:** Rail Delivery Group - **Location:** London, UK - **Salary:** £39,733.0 - **Contract:** Permanent contract - **Skills:** Databases, Customer Data Management, Push Technology, Marketing Cloud - **Published:** September 14, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5883441211 ## About the Role * 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 CRM functions * Strong understanding of customer lifecycle marketing, retention and personalisation * Experience developing customer journey frameworks and communications programmes * Strong stakeholder engagement, facilitation and influencing skills * Experience translating complex data into practical business recommendations * Experience with developing consent management preference centres and customer data governance frameworks * Experience in defining CRM, customer data or marketing roadmaps * Experience developing multi-channel CRM strategies * Strong understanding of customer data, segmentation, personalisation and measurement frameworks * Experience working in complex, multi-stakeholder organisations * Knowledge of multi-channel CRM and marketing technology ecosystems and marketing technology * Experience producing strategic recommendations, business cases and transformation roadmaps * Experience in CRM transformation programmes: * Strong analytical skills and confident working with data * Self-motivated and results driven with a focus on outcome * Experience within transport, travel, membership or subscription-based organisations * Experience working with Salesforce Marketing Cloud or similar CRM platforms * * Desirable * Experience of the rail industry ## Description 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 our CRM programme and capability to drive customer engagement and commercial benefit * Identify gaps and opportunities to improve customer experience, engagement, retention and conversion, future proofing our CRM programmes * 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, engagement retention and reactivation programmes * Develop requirements and recommendations for the future preference centre, consent management approach and customer contact strategy * Help define and document the future CRM operating model, including governance, process, roles and responsibilities. * Help evolve our customer segmentation and profiling approaches to support personalisation and help optimise the experience for our customers * Develop a future-state multi-channel CRM strategy spanning email, SMS, push notifications and other merging channels * Ensure customer insight and behaviour data are effectively incorporated into CRM planning and decision making * Recommend testing, measurement and optimisation frameworks to support continuous improvement across customer communications * Identify opportunities to leverage new technologies, channels and CRM innovation to improve customer outcomes * Product clear recommendations, business cases and strategic roadmaps for future CRM investment and capability * Provide regular reporting, analysis and presentations to stakeholders, ensuring recommendations are actionable and commercially focused.