Lifecycle CRM Executive

Arena Racing Company; Doncaster; Hybrid; GBP 40,000 - 64,000; Full time

Job summary

Arena Racing Company is searching for a Lifecycle / Automation CRM Executive to own and scale automated customer journeys across our racecourses and venues. You will build journeys, activate first-party data for paid media and expand channels with SMS and WhatsApp while testing for revenue opportunities.

You will work in a hybrid arrangement with the marketing team, data and external partners to improve segmentation, reporting and CRM best practice in a fast-paced sports entertainment

Qualifications

• Proven experience in a CRM, lifecycle marketing or marketing automation role.
• Hands-on experience building automated journeys and segmentation within an ESP (Dotdigital experience strongly preferred).
• Experience with SMS marketing, or a similar real-time/triggered channel, is a strong plus.
• Understanding of first-party data activation for paid social and Google (e.g. Customer Match, lookalike audiences) is a plus.
• Experience planning and running A/B tests and conversion optimisation programmes.
• Confident working with Excel and campaign/performance reporting data.
• Strong attention to detail, good organisational skills and a process-driven approach.
• Comfortable owning a workstream independently and working cross-functionally with marketing, data and agency partners.

Responsibilities

• Build, own and scale automated lifecycle journeys across all racecourses and stadiums (welcome, post-event, re-engagement, lapsed, hospitality, membership and event-specific journeys).
• Build and manage automated upgrade journeys and unique promotional code distribution across fixtures, using new ticketing system capability.
• Develop and scale SMS and Whatsapp as marketing channels, including last-minute fixture reminders, hospitality alerts, promotional code distribution and abandoned booking recovery.
• Work with our media agency to automate the creation and distribution of first-party customer segments into Meta and Google, improving paid media efficiency through lookalike audiences.
• Own a structured A/B testing and conversion optimisation programme, covering subject lines, offers, creative, send-time and automation logic.
• Build advanced customer segmentation and personalisation using behavioural, transactional and ticketing data, working with the wider marketing team to align activity with campaign goals.
• Monitor and report on the performance of lifecycle, SMS and automation activity, using insight to continually optimise journeys and feed performance back to the wider team.
• Maintain CRM database integrity and ensure all CRM activity follows data protection and GDPR best practice.
• Stay up to date with CRM trends, identifying new opportunities for ARC to adopt.

Skills

CRM

Lifecycle marketing

Marketing automation

ESP (Dotdigital)

SMS marketing

First-party data

A/B testing

Excel

Data reporting

Tools

Dotdigital

Excel

Job description

About the role

We're looking for a Lifecycle / Automation CRM Executive to own and scale our automated customer marketing activity. In this role, you'll build and optimise automated journeys, develop SMS /Whatsapp as a channel, activate first-party data for paid media and run structured testing - unlocking revenue opportunities across our racecourses that current resourcing can't reach.

Please note the role offers flexibility around the base location, with opportunities for hybrid working for the right candidate.

Key responsibilities for the role will include:

• Build, own and scale automated lifecycle journeys across all racecourses and stadiums (welcome, post-event, re-engagement, lapsed, hospitality, membership and event-specific journeys)
• Build and manage automated upgrade journeys and unique promotional code distribution across fixtures, using new ticketing system capability.
• Develop and scale SMS and Whatsapp as marketing channels, including last-minute fixture reminders, hospitality alerts, promotional code distribution and abandoned booking recovery.
• Work with our media agency to automate the creation and distribution of first-party customer segments into Meta and Google, improving paid media efficiency through lookalike audiences.
• Own a structured A/B testing and conversion optimisation programme, covering subject lines, offers, creative, send-time and automation logic.
• Build advanced customer segmentation and personalisation using behavioural, transactional and ticketing data, working with the wider marketing team to align activity with campaign goals.
• Monitor and report on the performance of lifecycle, SMS and automation activity, using insight to continually optimise journeys and feed performance back to the wider team.
• Maintain CRM database integrity and ensure all CRM activity follows data protection and GDPR best practice
• Stay up to date with CRM trends, identifying new opportunities for ARC to adopt

Skills, Qualifications and Experience:

• Proven experience in a CRM, lifecycle marketing or marketing automation role
• Hands‑on experience building automated journeys and segmentation within an ESP (Dotdigital experience strongly preferred)
• Experience with SMS marketing, or a similar real‑time/triggered channel, is a strong plus
• Understanding of first‑party data activation for paid social and Google (e.g. Customer Match, lookalike audiences) is a plus
• Experience planning and running A/B tests and conversion optimisation programmes
• Confident working with Excel and campaign/performance reporting data
• Strong attention to detail, good organisational skills and a process‑driven approach
• Comfortable owning a workstream independently and working cross‑functionally with marketing, data and agency partners

Personality: You are to demonstrate;

• Excellent communication skills
• Ability to work well under deadlines
• Excellent organisational skills
• A systematic approach to problems
• An analytical, data‑driven approach to decision making
• A process driven attitude to tasks
• Positive attitude
• Ability to work independently or as part of a team

At ARC, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences.We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability that requires reasonable adjustments, please let us know; we will ensure that individuals with additional needs are provided reasonable adjustments to participate in the job application or interview process and to perform essential job functions.

We understand the value that diversity brings to our business and we are striving to create a working environment that is inclusive, psychologically and physically safe and ensures everyone can be heard and valued for their contributions. We are committed to making a consistent, top‑down effort to be role models on what diversity, inclusion and belonging means in society.