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CRM Manager

RUGBY FOOTBALL UNION, Twickenham, Greater London

CRM Manager

Salary not available. View on company website.

RUGBY FOOTBALL UNION, Twickenham, Greater London

  • Full time
  • Permanent
  • Remote working

Posted today, 20 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 902a81704dfa4cf5aeafe8440422ec77

Full Job Description

  • Managing the planning and delivery of all commercial and community rugby CRM customer journeys via Salesforce Marketing Cloud - including ownership of the CRM calendar and the full end-to-end CRM campaign process (designing, targeting, testing, broadcasting and analysis).
  • Mapping out personalised commercial and community lifecycle customer journeys across multiple channels (email, mobile, paid social and website) to enhance customer engagement and retention.
  • Utilising Salesforce Data Cloud to segment audiences effectively and identify opportunities for personalisation, leveraging the Salesforce Marketing Cloud and Intelligence Cloud platforms.
  • Tailoring content messaging and offers based on customer preferences, behaviour, and lifecycle stages.
  • Conducting A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness.
  • Managing key business stakeholders throughout the CRM end-to-end campaign process - encouraging a customer-centric and data first mind set in decision making through the organisation.
  • Identifying gaps and developing new processes and procedures to ensure CRM best practice and alignment.
  • Working alongside the CRM Operations Manager to develop customer segmentation and build out the required audiences and personalisation for customer journeys.
  • Working alongside the Customer Data Analyst (CRM) to build out customer journey reporting capabilities within Salesforce Intelligence Cloud.
  • Mentoring a CRM Marketing Executive in the delivery of all CRM customer journeys.
  • Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values - This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other.

    The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role., Educated to a degree level or equivalent with relevant professional qualification (e.g. CIM or equivalent).
  • Demonstrable experience of managing the delivery of CRM campaign strategy and audience segmentation in a fast-paced environment.
  • Previous experience of working on acquisition, engagement and retention lifecycle campaigns for fan engagement initiatives.
  • Previous experience of building and managing customer journeys within a Customer Engagement Platform (i.e. Salesforce / Adobe / Dotdigital / Braze).
  • An exceptional understanding of GDPR and the impacts it has on audience management and marketing communications.
  • Excellent organisation and stakeholder management skills, with the ability to prioritise workload and work collaboratively across multiple teams.
  • Exceptional attention to detail and an analytical mindset.
  • Committed to embodying the ethos our culture by using our three core values - Put The Team First, Shape The Future, Respect Each Other - to guide your day-to-day decisions, actions and interactions.
  • Committed to actively contributing and building an inclusive culture in your role and day to day behaviours.
    • Desirable:
  • Previous experience of managing audience and segments within a Customer Data Platform.
  • Previous experience of using HTML and SQL.
  • Previous experience of utilising customer segmentation models and propensity modelling.
  • Great copywriting ability with style adaptable to suit different communication channels and audience groups.

    With less than a year to go until the start of the Women's Rugby World Cup here in England, it's an incredibly exciting time to join the RFU.
    • Working at the RFU means playing a part in the 'bigger picture' at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people's lives, we'd love to work with you. An opportunity has arisen for a CRM Manager to join our Marketing team on a permanent basis., The RFU has been undergoing a period of significant change, responding to changes in the external environment whilst adjusting to the demands of a modern governing body. The organisation is currently one year into delivering an exciting strategic plan that hopes to have a transformational impact on Rugby Union. As part of this strategic plan, the RFU has an ambition to become a data-driven, user-centric organisation with market leading digital capabilities that will not only transform the rugby experience for players, volunteers and fans today, but also future proof the RFU for years to come. As part of the Customer Engagement team, the CRM Manager will play a key role in transforming the experience for all fan, players and volunteers across our digital platforms through the development of multi-channel customer journeys within our Salesforce Data Cloud and Marketing Cloud platforms. The Team: The successful individual would be joining an established CRM team, within the wider Customer Engagement Marketing team. The CRM team is made up of five individuals who are working across customer acquisition, fan engagement and customer retention across both commercial and the community game. The successful individual will report into the Senior CRM Manager and focus on managing retention and engagement of England Rugby's customer database. Our purpose as a team is to grow our known audiences and enrich engagement across our channels. We are based at the Allianz Stadium and typically work from here two days per week, with the rest at home.

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