Description
JOB TITLE: CRM Lifecycle Marketing Executive
LOCATION: Stamford Bridge
CONTRACT: Permanent
Chelsea Football Club is a global brand with a rich history of success, ambition, and innovation. As one of the most iconic clubs in the Premier League, we are committed to staying ahead, not only on the pitch but also in the digital world. Our Marketing teams deliver 1st class campaigns to millions of people worldwide and this role will have a genuine impact on how Chelsea engages with our fans.
JOB FUNCTION: Ensure the club delivers an exceptional level of fan engagement and strong commercial return through the management and implementation of CRM campaigns and data innovation across ticketing, merchandise, stadium tours and memberships.
MAIN RESPONSIBILITIES:
- Planning, creating, testing and executing bespoke and automated CRM campaigns throughout the fan lifecycle.
- Focusing on key lifecycle stages including welcome, upsell, cross-sell and winback.
- Managing and delivering best-in-class CRM experiences across a range of club products and offerings.
- Building, testing and sending campaigns across email, push and in-app (including design, copywriting and A/B testing).
- Segmenting and profiling fan database to improve marketing results, and drive insight and value from fan data.
- Building stronger working relationships and improving communication with multiple stakeholders across commercial, digital and insight teams.
- Working in conjunction with the data team to drive data innovation across all products and campaigns.
- Assisting in the account management of Braze to bring about enhancements to our CRM and marketing capabilities and to resolve any issues.
- Reviewing campaign performance and reporting on results to key stakeholders with actionable insights.
- Working alongside the legal and supporter services team to resolve customer complaints and process any RTBF or SAR requests.
Measures of success:
- Database growth and key CRM metrics; fan insights.
- Customer lifetime value.
- Commercial revenue per product.
PERSON SPECIFICATION:
Qualifications:
- Educated to Degree level (or equivalent) in a Marketing-related discipline.
Experience:
- Demonstrable experience within CRM, email or campaign marketing.
- Exposure to managing campaigns end to end with a strong understanding of engaging your audience.
- Experience using Braze, Looker and design tools e.g. Photoshop, would be an advantage.
Skills and Behaviours:
- A creative, analytical, and commercially-driven individual.
- High level of attention to detail and excellent written skills.
- Data driven, and the ability to take action from insights.
- Ability to work/manage with multiple stakeholders.
- Creative and enthusiastic with a can-do attitude.
- Effective project management skills.
- Desire to stay up-to-date with trends, technologies and innovation in the CRM and sports industry.
What We Offer:
Our commitment to Equality, Diversity and Inclusion:
At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.
Chelsea FC is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.
