Customer Relationship Management Lead

Freelance CRM Lead

On site in Manchester (5 days a week)

Approximate 3 month contract

Sports / Event Marketing experience preferred

Job Overview

Supporting the Head of CRM & Consumer Lifecycle, this role is responsible for the strategy development, delivery, implementation, & coordination of cross-departmental campaigns for all business areas (e.g., event ticketing, e-commerce, digital media, digital collectibles & app & web). You'll utilize the full CRM tech stack to deliver multi-channel fan journeys & automations. You will work closely with the Head of CRM & Consumer Lifecycle along with commercial teams across the organization and the wider consumer marketing function to optimize both fan engagement and lifetime value.

Key Responsibilities

• Support the Head of CRM & Consumer Lifecycle in the development of CRM strategy and implementation, ensuring the organization is utilizing the full technology stack to deliver personalized communications to fans across Owned & Operated (O&O) channels.
• Ensure campaigns are targeted and developed with the fans' interest in mind, ensuring tone of voice, positioning, and targeting is considered – all driven through an analytical understanding of behaviors and triggers that drive engagement (e.g., logged-in users, repeat visits, engagement rates).
• Responsible for the idea generation, strategy development, and execution of key global campaigns driving all marketing objectives.
• Utilize strong analytical skills to interpret data & insights to drive & shape commercial opportunities for all business areas.
• Responsible for the build of HTML emails, in-app messages, Content Cards & Push notifications at speed and at the forefront of creativity whilst also having a clear understanding of deliverability & optimization.
• Work with the CRM Consumer Lifecycle team to launch, maintain, and review consumer lifecycle journeys & automations.
• Drive fan acquisition and retention, increasing the known fanbase through data acquisition and logged-in users, targeting key cohorts with strict targets relating to LTV.
• Communicate analysis and actionable insights across the business at a senior level.
• Drive fan engagement across all O&O touchpoints.
• Acquire new global audiences.
• Re-engage valuable known audiences.

This role requires experience of audience strategy, lifecycle marketing & marketing technology and an excellent understanding of a global fanbase and cohorts, including fan behavior across all O&O channels.

You will be required to work across all business areas building relationships and working with Analytics, Content, Brand and Design, Commercial, eCommerce, Product, Technology and Partnerships. Working cross-functionally with these teams, you will be expected to unearth and interpret customer insight, data and performance analysis to define opportunities to grow business value. You will work across the full fan lifecycle including acquisition, onboarding, re-engagement, retention and advocacy.

You will be a highly motivated, experienced, enthusiastic and innovative digital marketer capable of driving development of ideas and managing delivery across multiple channels and platforms, optimising performance. You will have significant expertise in digital and content marketing, planning, creating, delivering and measuring global campaigns to increase fan engagement, and lifetime value.

Key Skills

• 7-8 years’ experience building, maintaining and optimising campaigns – preferably with Braze.
• Exceptional HTML skills that push boundaries of creativity, optimisation & deliverability.
• A solid understanding of technical CRM platforms and capabilities.
• Strong Data skills and manipulation of data in Microsoft Excel.
• A solid understanding of test and learn methodologies.
• High attention to detail.
• Creative copywriting skills.
• Self-starter and growth mindset with an ability to challenge the status quo.
• Collaborative team player with excellent influence and interpersonal skills to create strong working relationships.
• Ability to think both strategically and operationally, delivering the day to day while shaping future direction.
• Great analytical skills, commercially savvy and solution focused.
• Adaptable, flexible and resilient.

Please email your CV and daily rate to kim@becomeuk.com