CRM Manager

Spotlight Sports Group is a global media and technology company specialising in sports betting content and data. With more than 450 staff, the business operates multiple award-winning brands, including Racing Post, the world’s largest horse racing affiliate, Pickswise, the #1 post-PASPA affiliate in the US, myracing and Free Super Tips. Our other businesses in the group are ICS-digital and ICS-translate. Our global B2B division provides sports betting and fantasy sports content, including in-play, through the EGR award-winning Superfeed product.

An exciting opportunity has just arisen for a CRM Manager to join us and lead the development and execution of personalised customer relationship management lifecycle strategies. This role involves leveraging data-driven insights and innovative approaches to enhance customer engagement, drive loyalty, and maximise business growth across multiple channels and digital touchpoints.

Key Accountabilities:

• Map 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.
• Take ownership of end-to-end cross-channel CRM lifecycle campaigns, covering marketing and transactional aspects, including planning, targeting, scheduling, and performance monitoring.
• 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 practices 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) process, including defining requirements, evaluating vendor proposals, and making recommendations to stakeholders.
• Track and manage vendor budgets while 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 of CRM Executives.

Requirements

• Direct experience in the delivery of automated CRM communications across multiple platforms and channels.
• Proven leader in using data to inform lifecycle-led cross-channel campaigns.
• Advanced working knowledge of at least one enterprise email service provider, including campaign programming, creative optimisation, data management, identifying customer-level insights, and cross-channel functionality.
• Previous experience leading a team or managing direct reports is preferred.
• Growth and development in skills across the people management spectrum.
• Exceptional project management and organisational skills, with meticulous attention to detail.
• 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 A/B 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.