CRM Lifecycle Marketing Executive – Chelsea FC

Chelsea FC is looking for a CRM Lifecycle Marketing Executive to 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.