CRM, Membership

**Are you a CRM strategist looking for your next opportunity?**
- The Football Association are advertising a unique and exciting opportunity for a CRM, Membership & Data Lead, who will own and deliver the CRM strategy across the organisation.
- We are searching for an individual who is highly experienced in CRM and data. Who also has a demonstrable history of successfully leading a team, managing people, and aiding the successful delivery of CRM projects.

**What will you be doing?**
- CRM Strategy & Leadership:

- Develop & deliver The FA's CRM strategy to achieve a best-in-class approach to acquiring, engaging and deriving value from data, membership & CRM.
- Define fan & participant engagement strategies across all relevant touchpoints that increase the value of our audiences.
- Play a crucial role in the digital transformation of the organisation, ultimately resulting in The FA becoming increasingly customer-centric and able to have highly personalised relationships with its fans & participants.
- Provide strategic guidance, CRM know-how and best practice to the whole organisation.
- Work collaboratively with key stakeholders across England, Wembley, Competitions and Grassroots to deliver the CRM strategy.
- Data Acquisition & Membership:

- Drive the agenda for 1st party PII data acquisition of fans & participants across the organisation.
- Innovate new ways to increase acquisition using digital platforms, marketing channels or paid-for acquisition.
- Manage & develop My England Football - the FA's rewards programme for fans & participants.
- Be the point person for all membership activity across the FA, aligning all membership with the aims of My England Football.
- Extol the value and business benefit of an ever-increasing CRM database and a strong rewards programme brand.
- Campaign Management:

- Ensure the team are delivering best-in-class campaigns for fan & participant audiences through powerful content, testing, learning and measuring impacts.
- Constantly innovate with data and content to create high-impact/high-engagement campaigns and increased automation.
- Assess and optimise the ticket sales and after-sales CRM programme for ticketing.
- Realise commercial value from CRM campaigns and innovate new ways for commercial partners to gain value from our audiences.
- Working alongside digital stakeholders, implement CRM strategies to drive the awareness, adoption and usage of new digital products.
- Manage the various platforms in the CRM tech stack and build relationships with vendors and agencies to optimise our agreements.
- Data Strategy & Insight:

- Develop and deliver a data enrichment strategy to grow FA's data asset for Marketing & Commercial gain.
- Define a segmentation process for using data to improve personalised targeting across all owned & operated digital channels.
- Team Management:

- Promote and develop a performance-focused culture. Provides regular feedback and learning opportunities.
- Create an inclusive, diverse and supportive environment that reinforces the Company values and culture, ensuring the acquisition, retention and development of talent.
- Organise and hold regular team meetings to share relevant information, updates and to maintain a high level of communication.
- Proactively keep up-to-date with the latest developments in CRM.
- Responsible for overall team budget management.
- Other:

- Executes additional tasks as required in order to meet FA Group changing priorities.
- Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
- As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

**What are we looking for?**
- Essential for the role:

- An experienced developer and leader in CRM strategy.
- An experienced developer and leader in data strategy.
- Experience in developing and running membership or loyalty programmes.
- An experienced presenter and influencer.
- Experience in implementing insight and dashboards.
- Excellent ability to build relationships internally and externally including with Senior Stakeholders.
- Excellent organisation skills.
- Proficient skills in Microsoft Office.
- Excellent attention to detail.
- Demonstrable history of successfully leading a team, managing people, and aiding the successful delivery of CRM projects.
- An ability to respond to assertive challenges from others in a courteous and professional manner.
- Ability to balance and manage multiple projects, tasks and schedules and report the status of these.
- Beneficial to have:

- Experience within Football or other sporting associations/stadiums.
- GDPR knowledge.
- Please note, this role is advertised as a fixed-term position for up to a period of 12 months.

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