CRM Executive

**Who We Are**

Science In Sport Group is a world leader in sports and performance nutrition.

We have two highly regarded brands; SiS which combines world-class science and innovation to provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts and the active lifestyle community. This 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, an eleven-time world champion and six-time Olympic champion, 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.

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.

**The Role**
- **
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

**The work - Your 4 most important responsibilities**
- 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**
- 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.
- 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.
- 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**
- 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.

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.**

**E