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

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Customer Insight and Performance Manager (CRM) - 12 month SecondmentFull-timeEmployee Status: RegularRole Type: HybridDepartment: Marketing and CommunicationsSchedule: Full TimeCompany DescriptionExperian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. Job Description12 month maternity coverWe 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 responsibilitiesOwn forecasting, performance management, creation of new engagement metrics and reporting, translating planned initiatives into robust forecasts, targets, and clear performance updates for senior stakeholdersLead prioritisation and sizing of Customer Marketing projects, assessing scope, value, and impact, and identifying new opportunities to improve engagement and commercial performanceShape communication and contact strategy through insight-led recommendations, working closely with Analytics to improve customer journeys, lifecycle performance, and overall marketing effectivenessLead 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 outcomesPartner with senior stakeholders across Customer Marketing, Product, Commercial, Finance, and Analytics to align priorities, influence decisions, and drive business impactOwn 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 timeManage and develop a Customer Marketing Analyst, providing direction across campaign reporting, test analysis, anomaly identification, and day-to-day insight generationQualificationsStrong forecasting and performance management experience, with the ability to work confidently with key metrics, targets, and data-driven recommendationsExperience leading testing programmes designed to improve customer engagement, customer experience, or campaign performanceStrong commercial, numerical, and analytical capability, with the ability to connect customer performance analysis to business outcomes, strategic priorities, and credible business casesStrong stakeholder management, influencing, and communication skills, with the ability to present complex performance narratives clearly to senior and non-technical audiencesAbility to prioritise effectively, make sound decisions, and drive change through to executionExperience managing or mentoring an analystNice to haveStrong SQL skills and experience using analytical tools such as MixpanelGood CRM knowledge, ideally including Salesforce and campaign targeting...