CRM Lifecycle Manager (12 month Fixed Term Contract)

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a CRM Lifecycle Manager to drive innovative customer engagement strategies. This role involves leveraging data insights to enhance customer journeys and manage automated CRM campaigns across multiple channels. You will lead a team, collaborate with cross-functional departments, and ensure best practices in CRM are followed. The company offers a supportive environment with a range of benefits, including private medical insurance, generous leave policies, and opportunities for personal development. If you are passionate about data-driven marketing and looking to make a significant impact, this position is for you.

Benefits

Private Medical Insurance

Excellent Parental Leave

Mental Health Support

Pension Scheme

25 Days of Holiday

Life Assurance

Employee Recognition Program

Season Ticket Loan

Cycle to Work Scheme

Complimentary Racing Post Membership

Qualifications

• Advanced knowledge of Braze for CRM lifecycle management.
• Experience in delivering automated CRM communications across platforms.
• Proven leadership in data-driven marketing campaigns.

Responsibilities

• Lead development of personalized CRM strategies using data insights.
• Map customer journeys across channels to enhance engagement.
• Manage a team of CRM Executives and oversee campaign execution.

Skills

Braze

CRM Strategy

Data Analysis

Project Management

A/B Testing

SQL

Communication Skills

Job description

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CRM Lifecycle Manager (12 month Fixed Term Contract), London

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Client:

Spotlight Sports Group

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d170a4c3abcb

Job Views:

3

Posted:

24.04.2025

Expiry Date:

08.06.2025

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Job Description:

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.

Reports to:

Director of Conversion

The CRM Lifecycle Manager is responsible for leading the development and automation of personalised customer relationship management lifecycle strategies through Braze, 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) through Braze 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:

• Advanced working knowledge of Braze across campaign programming, conditional logic, a/b optimisation, data management and identifying customer-level insights
• 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
• 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
• 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.)

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.