CRM Executive (Email Marketing)

Science In Sport Group is a world leader in sports and performance nutrition. We have two highly regarded brands; SiS and PhD Nutrition. SiS combines world‑class science and innovation to provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts and the active lifestyle community. It includes over 320 professional teams worldwide across a broad range of sports including Football, Rugby, Cycling, Athletics, Basketball, Netball and Swimming. Brand ambassadors include former track cyclist Sir Chris Hoy and Eilish McColgan, who won gold in the 2022 Commonwealth Games 10,000 metres. PhD Nutrition is a premium, active‑nutrition brand for the active lifestyle community wanting intelligent nutrition to help them achieve their goals. With over 20 years of research and development, our products are designed to maximise performance in and out of the gym. It’s an exciting time for PhD Nutrition as 2025 will kick off an entirely new line up of brand ambassadors, from hybrid athletes to qualified sports nutritionists. The two brands sell through the phd.com and scienceinsport.com digital platforms, third‑party online marketplaces including Amazon, as well as extensive domestic and international retail distribution. In 2022 the company opened a state‑of‑the‑art 160,000 square foot manufacturing and logistics facility in Blackburn, Lancashire. Providing a significant advantage in product costs and customer response time and most importantly, allowing Science In Sport to lead the way for quality standards. Science In Sport is a Performance Solutions partner to globally recognised elite teams, including Tottenham Hotspur, Saracens Rugby, British Triathlon, Aquatics GB, British Cycling, England Netball and Loughborough Sports. As well as being the Official Energy Gel Provider of RunThrough and the Official Nutrition Partner of Ultra X.

Science In Sport is looking for a CRM Executive to support the SiS and PhD brands email marketing activity and help drive customer education and brand loyalty. This role is pivotal in delivering best‑in‑class social activity that adds commercial value. Through data‑driven audience segmentation, this role will enhance the digital customer experience, converting these customers into long‑term purchasers on our .COM websites. The role will be responsible for ensuring consistent email delivery which is reflective of each brand’s unique position within the market, helping to improve consumer education and driving an increase in subscription customers. The role will allow you to put your mark and help shape the direction of the CRM communication strategy.

Job Type: Full‑time, Permanent

Salary: Up to £35,000 per annum

Working Hours: 9am – 5.30pm

Location: Blackburn

Benefits:

• Cycle to work scheme
• Product discount
• Birthday day off
• Pension scheme, employer contribution at 4%
• On‑site gym opening in August 2025

Your 4 most important responsibilities:

• Plan & execute the email & SMS marketing calendar in line with the promotional & brand campaign calendar, following brand and editorial guidelines selecting the right message to send to the right audience at the right time.
• Manage and maintain the CRM database, ensuring data accuracy and integrity to guarantee email communications are targeted and relevant.
• Support the business’s lead generation initiatives & manage compliant database imports.
• Plan and implement customer lifecycle and trigger programmes, including subscription customers, from scope through to reporting and analysis.

Accountability – what you are responsible for delivering:

• Manage and execute the email marketing strategy.
• Day to day ownership of the email briefing process: defining the campaign objective, key messaging, copywriting, and briefing in‑house designers.
• Work closely with the Marketing team to write, plan and align communications in accordance with the brand calendar.
• Contribute to BAU campaign planning, sharing ideas and CRM relevant tactics to help support campaigns.
• Weekly and monthly campaign performance analysis & insights reporting.
• Conduct A/B testing to improve engagement rate, conversion rate and sales.
• Monitor customer interactions and feedback to refine and improve CRM initiatives.
• Email & SMS audience management and customer service support.
• Utilise data points, including segmenting audience profiles, to deliver dynamic, personalised, and targeted activity.
• Collaborate with wider team to deliver the test & learn plan and ensure an always‑on approach to channel optimisation.
• Conduct in‑depth analysis of campaign activity and tests to measure success and identify new opportunities to optimise email performance.
• Planning, strategy and implementation of customer lifecycle and trigger programmes, from scope through to reporting and analysis.
• Monitoring, health checks & necessary updates to all trigger & automation activity.
• Own the testing calendar and ensure a continuous, methodical process of test and learn.
• Contribute the development of the CRM roadmap & optimisation plan to ensure constant improvements.
• Develop and execute strategies to increase consumer engagement and loyalty, especially among our Subscriber and Membership customers.
• Collaborate with cross‑functional teams to enhance the membership experience.

Capability – the skills and behaviours required to do this job well:

• Proven experience in CRM and email marketing, preferably within the sports nutrition or related industry.
• Proficiency in CRM tools and software with a particular preference in dotdigital.
• Proficiency in using web analytics tools such as GA4.
• Strong understanding of customer loyalty and retention strategies. Proven ability to tangibly improve customer engagement and generate increased revenue.
• Strong analytical skills with the ability to interpret data and make data‑driven decisions.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects and meet deadlines in a fast‑paced environment.
• The ability to work independently and as part of a team.

Performance – how you will know you are doing a great job:

• Improved customer engagement measured through CTR increases (assuming like for like delivery rates).
• Improved conversion rates on BAU and automated journeys, measured through on‑site Conversion Rate.
• Reduced unsubscribe rates to demonstrate improved quality of email targeting and content.
• Improvement in end‑to‑end email briefing and creation process.
• Specific metrics will be set when in role and will be reviewed and built upon regularly. Alongside this, you will be supported with a personal performance plan that will enable you to continue improving your own performance and impact.

Attributes – experience and mindset that will enable you to do well in this role:

• Demonstrable and relevant experience of managing CRM campaigns.
• Ability to manage the end‑to‑end process of campaign delivery including weekly and monthly reporting.
• Ability to manage the database to ensure full GDPR compliancy as well as maintaining data integrity and segmentation.

Mindset:

• Strong interpersonal skills with both internal & external stakeholders.
• A passion for health and fitness with an understanding of the industry is preferable.
• Proven knowledge of trends within Email Marketing and Digital Marketing.
• Passionate, motivated and driven with an entrepreneurial spirit.

Science in Sport Group is an equal opportunity employer; we value diversity and strive to cultivate an inclusive workplace. We do not tolerate discrimination of any kind in regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. We fully support reasonable adjustments throughout our recruitment process, to provide an inclusive and welcoming recruitment experience.