CRM Strategy & Planning Manager

Closing Date: Sunday 10th April 2026

Location(s): London

Flexible Working
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. 

About the role

This role plays a central part in shaping a data‑ and insight‑led Consumer base strategy, using a deep understanding of base performance to identify gaps, risks and opportunities that drive improved consumer outcomes.

You will own the base planning process and governance, ensuring the right activity is prioritised, sequenced and reviewed across BT, EE and Plusnet. While individual teams execute campaign activity, this role ensures that activity is effective, compliant, aligned to strategy, and delivering the intended impact.

Success in the role relies on strong analytical capability, confident stakeholder influence and the ability to challenge decisions with evidence.

What you’ll be doing

• Shape and steer a data‑ and insight‑led Consumer base strategy, using detailed performance analysis to identify opportunities, risks and areas of under‑performance.
• Own and run the Base programme GTM planning process and forums, bringing the right teams together to agree priorities, sequencing and decisions, and ensuring alignment to agreed timelines.
• Lead the quarterly base communications planning process, providing insight‑led recommendations that optimise effectiveness across BT, EE and Plusnet, while ensuring delivery teams contribute and align.
• Oversee the monthly campaign cycle from an effectiveness and governance perspective, tracking progress, surfacing risks, ensuring adherence to contact and compliance rules, and providing clear RAG status to stakeholders.
• Produce and maintain a rolling contact plan by product and customer type, highlighting impacts to contact strategy and identifying insight‑led opportunities to improve conversion, ROI and consumer outcomes.
• Influence and challenge stakeholders across marketing, trading, CRM operations and insight teams using evidence‑based recommendations, ensuring activity decisions are grounded in data and aligned to regulatory requirements.

Essential Skills / Experience

• Proven CRM, customer lifecycle or base management experience with clear evidence of both planning and hands‑on execution
• Strong data and analytical capability, including confident use of Excel and performance metrics to drive decisions
• Demonstrated ability to translate customer and commercial insight into live CRM activity
• Experience working closely with CRM operations or delivery teams to get activity operationally live
• Strong stakeholder management skills, with confidence to challenge and influence using evidence
• Practical working knowledge of GDPR, PECR and compliant contact strategy

Desirable Skills / Experience

• Experience in large consumer‑base environments such as telecoms, retail or loyalty‑driven businesses
• Background in CRM strategy, lifecycle optimisation or customer insight roles
• Exposure to multi‑brand or complex organisational environments
• Experience reviewing performance post‑launch and optimising activity based on results
• Familiarity with balancing commercial outcomes with customer experience considerations

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus

• Access to an online private GP 24/7 for you and your immediate family

• Market-leading paid carers leave with up to 2 weeks off

• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay

• Discounted EE and BT products, including mobile and broadband

• Market leading Pension scheme – 5% from you and 10% from us

• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now

At EE, we’re harnessing the power of technology to bring people together and make life better.

You’ll use your energy and ambition from similar roles where you’ve thrived, met goals, achieved targets, influenced others, or provided great service and you’ll already have the transferrable skills to shine here. You’ll take responsibility for delivering results and collaborate with your team to share ideas and celebrate success. We’ll give you all the training, tools, and support you need to build your confidence and achieve your targets. 

We understand that life doesn’t always follow a set schedule, so we help our people work flexibly – for example, allowing you to plan your own breaks or bank time off to make sure you don’t miss the moments that matter most. 

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. Bring your energy, curiosity, and ambition – and we’ll match it with opportunity. Join us at EE and turn your potential into performance. 

[For corporate TA within Consumer]

EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‑brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet.

You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale.