Rail Delivery Group
CRM Consultant - FTC 3M
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Closing Date for Applications
18th September 2027
What is the purpose of this job?
Rail Delivery Group (RDG) partners with Britain’s train operators to put customers at the heart of everything we do, delivering essential services and dedicated experts who keep the nation’s railway running efficiently.
From journey information, reservations, and Railcards to improving performance, safety, and accessibility, we drive the services and people that keep the railway moving. Anyone who has travelled by train or booked a journey for friends or family will have used our services. 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 railway for all our customers, now and in the future.
As we embark on a new era for rail, we are now 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!
This marketing role is to support the acquisition and retention marketing team to help evolve our CRM programme for our National Rail programmes. We have recently undertaken a database consolidation exercise and are now seeking to 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-channel engagement, and CRM operating models.
What can I expect to do in this job?
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
- Produce 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.
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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
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Desirable
- Experience of the rail industry
Why Work for RDG?
We offer a highly competitive package, including:
- 75% discount on rail travel (for work and leisure), plus international rail discounts
- 30 Days annual leave (plus buy/sell options and additional leave for key life events)
- Two Personal Development Days are granted to employees annually
- Interest-free Season Ticket Loan for commuting costs
- Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
- Pension scheme – up to 8.64% employer contribution
- Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
- Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
- Flexible working arrangements available
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