CRM Lead D365 - Customer Insights

We are seeking an experienced CRM Lead with strong Dynamics 365 Customer Insights (CI) and D365 Customer Engagement (CE) expertise. You will lead multi-channel CRM activity, optimise customer journeys, and ensure data-driven decisioning across the organisation. This role blends hands-on platform work with strategic CRM leadership.

Contract CRM Lead & D365 Specialist - Customer Insights

Location: London / Hybrid Rate: £500-£550 per day Duration: 3-month initial contract

• Lead CRM strategy and execution across email, SMS/RCS, WhatsApp, push and other digital channels.

• Manage and optimise D365 CI/CE, including segments, profiles, data unification, real-time journeys and personalisation logic.

• Develop and maintain customer segments, behavioural clusters and look-a-like groups.

• Use customer insights and engagement data to drive journey optimisation and channel performance.

• Support retention and propensity modelling, translating outputs into actionable CRM programmes.

• Collaborate with marketing, data, engineering and operations to align CRM activity with business goals.

• Proven CRM leadership experience in data-driven environments.

• Strong hands-on capability with Microsoft Dynamics 365 (Customer Insights + Customer Engagement).

• Experience with multi-channel CRM (email, SMS/RCS, WhatsApp, push).

• Solid understanding of lifecycle journeys, personalisation, and segmentation.

• Strong analytical skills and ability to interpret behavioural data.

• Ability to communicate insights clearly to both technical and non-technical stakeholders.

• Experience integrating CRM with platforms like Twilio or similar APIs.

• Exposure to predictive modelling (e.g., churn/engagement propensity).

• Experience in complex or multi-data-source environments.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates