Customer Insight and Performance Manager (CRM) - 12 month Secondment

12 month maternity cover

We are looking for a commercially focused Customer Insights and Performance Manager on a 12 month fixed term basis, to lead performance strategy, forecasting, prioritisation, and optimisation across Customer Marketing activity in Experian Consumer Services. This is a high-impact role with strong exposure to senior stakeholders, offering the opportunity to shape decision-making, influence strategic direction, and drive measurable improvements in customer engagement and business performance.

Your role will combine strategic ownership with hands-on delivery. You will be responsible for translating performance data into clear priorities, identifying opportunities for improvement, shaping communication and testing strategy, and driving change across the Customer Marketing agenda. You will also manage a Customer Marketing Analyst, ensuring strong day-to-day insight generation and performance support across the team.

Key responsibilities

• Own forecasting, performance management, creation of new engagement metrics and reporting, translating planned initiatives into robust forecasts, targets, and clear performance updates for senior stakeholders
• Lead prioritisation and sizing of Customer Marketing projects, assessing scope, value, and impact, and identifying new opportunities to improve engagement and commercial performance
• Shape communication and contact strategy through insight-led recommendations, working closely with Analytics to improve customer journeys, lifecycle performance, and overall marketing effectiveness
• Lead the creation and execution of a robust testing roadmap for the Customer Marketing team, including strategic and tactical testing across contact strategy, customer experience, and messaging, and ensure actions are followed through into measurable outcomes
• Partner with senior stakeholders across Customer Marketing, Product, Commercial, Finance, and Analytics to align priorities, influence decisions, and drive business impact
• Own governance of campaign and journey targeting, ensuring a high standard of quality, accuracy, and consistency across execution as well as ensuring that the right customers receive the right communications at the right time
• Manage and develop a Customer Marketing Analyst, providing direction across campaign reporting, test analysis, anomaly identification, and day-to-day insight generation

• Strong forecasting and performance management experience, with the ability to work confidently with key metrics, targets, and data-driven recommendations
• Experience leading testing programmes designed to improve customer engagement, customer experience, or campaign performance
• Strong commercial, numerical, and analytical capability, with the ability to connect customer performance analysis to business outcomes, strategic priorities, and credible business cases
• Strong stakeholder management, influencing, and communication skills, with the ability to present complex performance narratives clearly to senior and non-technical audiences
• Ability to prioritise effectively, make sound decisions, and drive change through to execution
• Experience managing or mentoring an analyst

Nice to have

• Strong SQL skills and experience using analytical tools such as Mixpanel
• Good CRM knowledge, ideally including Salesforce and campaign targeting principles

Our benefits package includes:

• Hybrid working - 40% office based
• Great compensation package and discretionary bonus plan
• Core benefits include Pension, BUPA healthcare and more
• 25 days annual leave plus bank holidays

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: D/EB8

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