CRM Lifecycle Manager

4 weeks ago

London, Greater London, United Kingdom Spotlight Sports Group Full time

Customer Relationship Management Strategist

At Spotlight Sports Group, we're seeking a skilled Customer Relationship Management Strategist to lead the development and automation of personalised customer relationship management lifecycle strategies. This role involves leveraging data-driven insights and innovative approaches to improve operational efficiencies, drive loyalty, and maximise business growth across multiple channels and digital touchpoints.

Key Responsibilities:

  • Map out personalised customer journeys across multiple channels (email, website, app, etc) to enhance customer engagement and retention
  • Utilise customer data to segment audiences effectively and identify opportunities for personalisation, leveraging CRM tools and analytics platforms
  • Tailor content messaging and offers based on customer preferences, behaviour, and lifecycle stages
  • Ownership of the end-to-end x-channel CRM lifecycle campaigns, covering building, proofing, testing, and sending of automated campaigns to drive incremental value
  • Articulate and present data and learnings effectively to key business stakeholders - providing regular reports and insights to stakeholders and leadership teams
  • Constantly identify gaps and develop new processes and procedures to ensure CRM best practice and alignment
  • Conduct A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness
  • Lead the RFP (Request for Proposal), including defining requirements, evaluating vendor proposals, and making recommendations to stakeholders
  • Track and manage vendor budgets whilst conducting cost-benefit analyses and ROI assessments to evaluate the effectiveness of CRM vendor partnerships and investments
  • Work closely with cross-functional teams such as marketing, commercial, product, SEO, and content, to align initiatives with broader business goals
  • Keep abreast of industry trends, best practices, and emerging technologies in CRM and personalisation to drive continuous improvement and innovation

Requirements:

  • Direct experience in the delivery of automated CRM communications across multiple platforms and channels
  • Proven leader in using data to inform life cycle-led x-channel campaigns
  • Advanced working knowledge of at least one enterprise email service provider across campaign programming, creative optimisation, data management, identifying customer-level insights and x-channel functionality
  • Previous experience leading a team or managing direct reports is preferred
  • Growing and developing your skills across the people management spectrum
  • Exceptional project management and organisation skills, with meticulous attention to detail
  • Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively to stakeholders and senior leadership
  • Keen understanding of online consumer behaviour and direct-marketing principles including AB test design and analytics
  • Comfortable with ambiguity and creating processes in complex environments to drive progress
  • Results-driven marketer with proven quantitative and analytical skills
  • Relevant experience with analytical tools (e.g. SQL etc.)

What We Offer:

We offer a range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programs, and social gatherings. We also provide a pension scheme and various other benefit schemes. Plus, we all get our birthdays off work and enjoy 25 days of holiday per year.

We've also got you covered with life assurance and exclusive perks like the Star card and our Step Further Awards (our employee recognition program) to recognise your dedication. For those working via the hybrid model (in the office and at home) we've made commuting easier with our Season Ticket Loan and Cycle to Work Scheme.

You can also take advantage of complimentary access to our Racing Post Members Club, complete with an Ultimate Membership. We believe in making a positive impact beyond the workplace, and you'll have the chance to volunteer two days per year with our charity partner, Autism in Racing.

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