Job Description

Title : Customer Data Specialist-CRM & Social Media
Location: Endeavour Square/Hybrid
Pay Band: Band 3
Salary: Circa 51,500 + TfL benefits
Contract Type: Full-time, Permanent
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.
Job Purpose:
The Customer Data Specialist (Customer Relationship Management (CRM) and Social Media) will use their knowledge of data analysis to play a crucial role in developing long-term strategic initiatives and managing stakeholder relationships to help TfL achieve its ambitious CRM and Social Media strategies. The post holder will provide data expertise for the wider Digital Engagement team, leveraging their data analysis skills to shape Customer-focused digital communications strategies and influence decision-making around TfL's CRM and social media outputs.
Key Accountabilities :

• To analyse, interpret and present analytic information from TfL data sets to advance TfL's CRM strategy, looking at patterns and trends in the data to advance audience segmentation, personalisation and localisation for TfL's Customer-focused email communications
• To query, filter, and extract data from customer databases to develop and maintain detailed profiles for different customer segments, using technical knowledge to recommend new segmentations and influence business decisions around CRM best practice
• To manage the stakeholder relationship between the Digital Engagement team and TfL's Data team, ensuring the Digital Engagement team has access to essential data to advance the CRM and social media strategies, while also sharing learnings and best practice with Data colleagues
• To manage the stakeholder relationship between the Digital Engagement team and TfL's Marketing team, working to influence and continually improve CRM marketing approaches and social media campaigns through data analysis and audience personalisation
• To understand TfL data and how it can be used for customer and business communications, while also complying with relevant UK regulations. Maintain knowledge and understanding of all UK data regulations including General Data Protection Regulations, including briefing internal stakeholder on any changes that may affect them
• To analyse and interpret metrics from TfL's social media channels and blogs, helping drive forward TfL's social media strategy through recommendations and understandings of what is performing well.

Skills, Knowledge and Experience:
Skills

• Ability to analyse complex data and draw conclusions using new analytic approaches
• Strong written and verbal communication skills, especially when explaining complex topics
• Ability to work independently, manage multiple projects and meet deadlines in a fast-paced environment
• Strong influencing and presentation skills
• Ability to build effective and collaborative relationships with a diverse range of people at all levels of the organisation.

Knowledge

• Knowledge of SQL and drafting SQL statements to run database queries. Knowledge of data analysis and visualisation tools like Power BI, Tableau and Google Data Studio
• Understanding of in-platform social media analytics as well as reporting tools such as Adobe and/or Google Analytics
• Knowledge of social listening and how to effectively scan social media to monitor conversations about a brand. Knowledge of email analytics, audience segmentation and measurement of user experience behaviour
• Advanced Microsoft Office skills including Excel and PowerPoint. Understanding of CRM platforms and email segmentation strategies. Understanding of UK data regulations, including General Data Protection Regulations (GDPR)
• Knowledge of Salesforce Marketing Cloud (Desirable, not essential).

Experience

• Experience of working in a digital communications/marketing team and reporting on social media, email and/or web metrics
• Experience of working with large datasets to provide complex quantitative analyses
• Experience of using data analysis to inform and influence business strategy and decision making
• Experience of gathering, collating, analysing and publishing data in multimedia formats, for both technical and non-technical audiences
• Experience in working with stakeholders to define business questions and analysis for decision-making.

Application Process
Please apply using your 2-page CV.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV. PDF format preferred and do not include any photographs or images
The closing date for applications is Wednesday 10th September 2025 @ 23:59
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Skills Required