Position Summary

Managing a team of 3, the Senior CRM Strategy Manager will be responsible for the design, implementation and execution of the lifecycle communication strategy.

Responsibilities

Main responsibilities

• Driven by customer insights, working with the Retention Senior Director, lead the strategy and plans with a focus on lifecycle automated communications, via email, push and onsite notifications, to improve subscriber retention and winback.
• Strategically align lifecycle communication with targeted campaigns that leverage major sports events and non-sports event campaigns.
• Collaborating with the in-life & engagement manager, external agencies and internal cross-functional teams, introduce, design and optimize the pre-renewal and winback comms. Including automated/trigger CRM programmes designed to prevent long term churn.
• Manage the marketing campaign specialist and use behavioral data and propensity models to optimise emails through A/B and multivariate testing: template, segmentation, personalisation, offers, content, calls-to-action, timing and frequency.
• Constantly monitor campaign results and immediately adapt activity based on new learnings
• Working with the Retention Senior Director, forecast and plan forward-looking performance and budgets.
• Work closely with the Senior planning and operations manager to implement a data driven strategy to be delivered both via comms channels and onsite customer experience
• Present annual and quarterly plans to senior management.
• Create benchmarks and working with the CRM data analyst track performance and develop reports for business stakeholders across all activity to ensure it overachieves against KPIs.
• Manage Vendor relationships as needed.

Maintain awareness of email marketing trends, best practices, technologies, ensure compliance with CAN-SPAM laws, GDPR

Requirements

Required skills and experience

• Experience in planning and creating retention email marketing and mobile push notifications for a consumer-facing organisation, ideally with exposure to subscriber business models.
• Deep expertise in email fundamentals and best practices: CAN-SPAM, list management, deliverability, segmentation, KPIs, etcetera.
• Performance obsessed
• Experience with email platforms a bonus.
• Strong creative, customer segmentation and analytical experience
• Experience in managing vendor relationships and internal teams across multiple countries, and an aptitude for working in an agile “test and learn” environment.
• Fluent English in both written and verbal forms, other European language are a bonus but not required for this particular role.
• A passion for sports content and working in a fast-paced and entrepreneurial environment with like-minded individuals.