Assistant Manager - CRM & Customer Data

Dubai Racing Club; Dubai; On-site; AED 180,000 - 320,000; Full time

Job summary

Dubai Racing Club is seeking a CRM/Data & Marketing Automation professional to lead the implementation of a new CRM platform and drive data governance across ticketing, hospitality, events, and merchandising. The role focuses on creating a single customer view, segmentation, and personalized campaigns to increase attendance and lifetime value.

You will collaborate with Marketing, Commercial, Hospitality, IT and external partners, ensuring data privacy, performance reporting, and stakeholder

Qualifications

• 3–5 years' experience in CRM, customer data, fan engagement, or audience development.
• Experience implementing or managing CRM platforms.
• Strong understanding of customer data management and segmentation.
• Experience with email marketing and marketing automation tools.
• Advanced Excel and reporting skills.
• Strong analytical and problem-solving abilities.
• Excellent project management and stakeholder management skills.

Responsibilities

• Lead CRM strategy, implementation, and governance for the new platform.
• Migrate, cleanse, and organize historical customer data.
• Create a single customer view by integrating data from multiple touchpoints.
• Develop audience segmentation frameworks based on behaviour and demographics.
• Design lifecycle journeys and automated campaigns for ticket sales, reminders, renewals, and retention.
• Build CRM dashboards and reporting; monitor metrics like growth, acquisition, retention, attendance, and sales.
• Collaborate with Marketing, Commercial, Hospitality, IT and external vendors.

Skills

CRM management

Data segmentation

Marketing automation

Stakeholder management

Advanced Excel

Tools

Salesforce

HubSpot

Power BI

Job description

Key Responsibilities

CRM Strategy & Implementation

• Support the implementation, and ongoing management of a new CRM platform.
• Lead the migration, cleansing, and organisation of historical customer data.
• Establish CRM processes, governance frameworks, and best practices.
• Work closely with ticketing and other technology partners to ensure seamless integrations.
• Develop a roadmap for customer data capture and enrichment across all touchpoints.

Customer Data Management

• Manage and maintain the integrity, accuracy, and security of customer databases.
• Develop data collection and consent management processes in line with UAE data privacy regulations.
• Create a single customer view by integrating data from ticketing, hospitality, events, competitions, merchandise, and digital channels.
• Implement data hygiene and regular auditing procedures.

Audience Segmentation & Insights

• Develop audience segmentation frameworks based on behaviour, demographics, purchase history, and engagement.
• Build customer profiles and audience personas.
• Identify opportunities to increase attendance, retention, and customer lifetime value.
• Deliver actionable insights and recommendations to marketing, commercial, hospitality, and senior leadership teams.

Fan Engagement & Marketing Automation

• Develop and manage customer lifecycle journeys.
• Create automated campaigns for ticket sales, event reminders, renewals, abandoned bookings, hospitality leads, and customer retention.
• Support email marketing campaigns and audience targeting strategies.
• Implement personalised communications based on customer behaviour and interests.

Reporting & Performance

• Develop CRM dashboards and reporting frameworks.
• Monitor key metrics including:
• Database growth
• Customer acquisition
• Retention
• Attendance frequency
• Ticket sales conversion
• Email performance
• Customer engagement
• Provide regular performance reports and strategic recommendations.

Stakeholder Management

• Work closely with Marketing, Commercial, Hospitality, Ticketing, IT, Finance, and Operations teams.
• Manage relationships with CRM vendors, Ticketmaster, agencies, and external technology partners.
• Support future fan engagement and loyalty initiatives.

Skills

Essential Skills & Experience

• 3–5 years' experience in CRM, customer data, fan engagement, marketing automation, or audience development.
• Experience implementing or managing CRM platforms.
• Strong understanding of customer data management and segmentation.
• Experience with email marketing and marketing automation tools.
• Advanced Excel and reporting skills.
• Strong analytical and problem-solving abilities.
• Excellent project management and stakeholder management skills.