CRM Activation Consultant

About us

DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best. 

At Direct Line, we know our customers expect simple, brilliant experiences — and to deliver on that promise, we need the right systems in place.

We’re looking for a CRM Activation Consultant who will play a key role in delivering high-quality, data-driven customer communications for Direct Line’s Personal Lines and Commercial insurance products. They will support the planning, build, testing and deployment of campaigns using our Customer Engagement Platform, Braze. The role ensures customer journeys are executed accurately, compliantly and on time while maintaining excellent relationships with stakeholders across marketing, product, compliance and customer operations.

What you’ll be doing

• Build, execute and optimise customer communication journeys using Braze - to high quality, on time and in line with the CRM Activation plan.

• Partner with marketing, data, product and operations teams to deliver relevant, timely and value-driving customer engagement that deliver against KPIs.

• Translate campaign briefs into clear technical and operational requirements for accurate execution.

• Manage workflow through content approval, compliance sign-off and risk processes to ensure all communications meet regulatory standards.

• Be thorough in performing QA checks, testing and monitoring to ensure campaigns run smoothly and any issues are identified early.

• Support continuous improvement of CRM processes, templates and governance.

• Responsible for reporting and analysis of customer communications, and to offer insights to suggest enhancements that strengthen customer engagement or operational efficiency.

• Accountable for maintaining accurate and clean data for campaigns and briefing in any additional requirements where necessary.

What we’re looking for

• Extensive experience of delivering campaigns and reporting using a CRM platform, Braze experience preferred.

• Strong understanding of multi-channel campaign execution including email, push, in-app and SMS.

• Excellent stakeholder management and communication skills, with the ability to work confidently with non-technical teams.

• Experience working with regulated content, compliance approval workflows and risk processes.

• Strong attention to detail with a methodical approach to testing and QA.

• Ability to interpret campaign metrics, conduct data-driven analysis and translate insights into recommendations.

• Organised, proactive and capable of managing multiple campaigns and projects simultaneously.

Ways of Working

Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office.

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• Annual performance-based bonus

• 9% Private Pension

• 50% off home, motor and pet insurance plus free Green Flag breakdown cover

• Additional optional Health and Dental insurance

• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

• Generous holiday allowance

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus, many more

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.