Read by 45 job seekers.

London, United Kingdom

Spotlight Sports Group is a global media and technology company specialising in content and data within sports betting, horse racing and fantasy sports. With over 400 employees, the group operates multiple award-winning brands, including Racing Post, the world’s largest horse racing affiliate, Pickswise, myracing and Free Super Tips. We partner with leading operators across the betting industry to produce and build multilingual, best-in-class digital products and content to engage and educate customers. ICS-digital, an international marketing agency including ICS-translate, also operates under the group.

The CRM Lifecycle Manager is responsible for leading the development and automation of personalised customer relationship management lifecycle strategies, leveraging data-driven insights and innovative approaches to improve operational efficiencies, drive loyalty, and maximise business growth across multiple channels and digital touchpoints.

Key Accountabilities:

Mapping out personalised customer journeys across multiple channels (email, website, app, etc) to enhance customer engagement and retention
Utilise customer data to segment audiences effectively and identify opportunities for personalisation, leveraging CRM tools and analytics platforms
Tailor content messaging and offers based on customer preferences, behaviour, and lifecycle stages
Ownership of the end-to-end x-channel CRM lifecycle campaigns, covering building, proofing, testing, and sending of automated campaigns to drive incremental value
Articulate and present data and learnings effectively to key business stakeholders - providing regular reports and insights to stakeholders and leadership teams
Constantly identify gaps and develop new processes and procedures to ensure CRM best practice and alignment
Conduct A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness
Lead the RFP (Request for Proposal), including defining requirements, evaluating vendor proposals, and making recommendations to stakeholders
Track and manage vendor budgets whilst conducting cost-benefit analyses and ROI assessments to evaluate the effectiveness of CRM vendor partnerships and investments
Work closely with cross-functional teams such as marketing, commercial, product, SEO, and content, to align initiatives with broader business goals
Keep abreast of industry trends, best practices, and emerging technologies in CRM and personalisation to drive continuous improvement and innovation
Manage a team consisting of two CRM Executives

Desired experience, skills and qualifications:

Direct experience in the delivery of automated CRM communications across multiple platforms and channels
Proven leader in using data to inform life cycle-led x-channel campaigns
Advanced working knowledge of at least one enterprise email service provider across campaign programming, creative optimisation, data management, identifying customer-level insights and x-channel functionality
Previous experience leading a team or managing direct reports is preferred
Growing and developing your skills across the people management spectrum
Exceptional project management and organisation skills, with meticulous attention to detail
Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively to stakeholders and senior leadership
Keen understanding of online consumer behaviour and direct-marketing principles including AB test design and analytics
Comfortable with ambiguity and creating processes in complex environments to drive progress
Results-driven marketer with proven quantitative and analytical skills
Relevant experience with analytical tools (e.g. SQL etc.)

Benefits

We offer a range of well-being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programs, and social gatherings. We also provide a pension scheme and various other benefit schemes. Plus, we all get our birthdays off work and enjoy 25 days of holiday per year.

We’ve also got you covered with life assurance and exclusive perks like the Star card and our Step Further Awards (our employee recognition program) to recognise your dedication. For those working via the hybrid model (in the office and at home) we’ve made commuting easier with our Season Ticket Loan and Cycle to Work Scheme.

You can also take advantage of complimentary access to our Racing Post Members Club, complete with an Ultimate Membership. We believe in making a positive impact beyond the workplace, and you'll have the chance to volunteer two days per year with our charity partner, Autism in Racing.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $45,000 - $65,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

Apply for this job

See more jobs at Spotlight Sports Group