We’re looking for a CRM Manager to play a key role in delivering the Club’s global CRM strategy, focused on fan acquisition, engagement and commercial performance. Working within our new omnichannel team, you will take responsibility for translating strategic objectives into high-impact CRM campaigns and communications, ensuring activity is planned and delivered to a high standard across our fanbase.
You will own the end-to-end delivery of CRM campaigns, from briefing and planning through to audience creation, execution, testing and performance analysis. You will also support the development and optimisation of automated journeys that create relevant and personalised experiences for fans. As a central point of contact for stakeholders, you will ensure CRM activity aligns with business priorities, delivers measurable results and enhances the fan experience.
Hands-on experience with ESPs and CDPs is essential. Bloomreach experience is ideal, but Salesforce Marketing Cloud, Braze or similar platforms are also valuable.
What you’ll do
* Help shape and deliver the Club’s CRM strategy focused on fan acquisition, engagement and commercial performance.
* Translate strategic objectives in a multichannel CRM plan, ensuring alignment across key stakeholders and teams.
* Own the end-to-end delivery of CRM campaigns including briefing, audience segmentation, build, QA, execution and analysis.
* Plan and coordinate CRM communications across multiple campaigns and audiences, ensuring activity is relevant, timely and aligned with wider Club priorities.
* Develop, implement and optimise automated journeys that support onboarding, engagement, retention and reactivation.
* Use segmentation, personalisation and testing to continually improve campaign effectiveness and fan experience.
* Maintain high standards of data governance ensuring compliance with GDPR and UK data protection requirements.
* Drive data capture initiatives across all touchpoints, working cross‑functionally to track KPIs and test new ways to improve acquisition.
* Use insights and reporting to optimise CRM performance and improve fan experience.
* Manage CRM database hygiene practices and integration of new data sources
About you
* Demonstratable experience working in CRM, lifecycle marketing, with a strong track record of delivery effective campaigns.
* Comfortable taking ownership of projects and leading CRM activity from planning through to execution and review.
* Confident working with customer data and building audiences using CRM tools such as Bloomreach, Salesforce Marketing Cloud or Braze (Bloomreach preferred but not essential).
* Strong understanding of segmentation, personalisation and campaign optimisation, with the ability to use data and insight to improve performance.
* Highly organised with the ability to manage several projects at once and adapt to changing priorities.
* Skilled at working with different teams and building strong relationships with stakeholders at all levels.
* Excellent written and verbal communication skills with a high attention to detail.
* Strong understanding of GDPR and UK data protection requirements.
* Experience managing or developing team members.
The team
You’ll be part of a friendly, supportive and dedicated team who will help you settle in and succeed. We value curiosity, collaboration and a positive mindset. You’ll work closely with colleagues across Marketing, Digital, Retail and Analytics, as well as external partners.
United As One
We’re committed to equality, diversity and inclusion and believe in equal opportunities for all. We recognise that the diversity of our people is one of our greatest strengths. We work together to reflect the communities we serve and maintain an inclusive environment where everyone can be their authentic self and achieve their full potential.
Safeguarding
We’re committed to being a place where everyone is safe, heard, valued and able to thrive so we place high value on the safeguarding and welfare of everyone we engage with.
How to apply
To access the full job description for this role please click here.
For further information on this role and about the club please visit our careers page.
Please apply as soon as possible as this vacancy may close early should we receive a high volume of suitable candidates.
This position is UK based and requires proof of the right to live and work in the UK. All job offers are conditional upon background checks, including reference history, DBS checks, and verification of your eligibility to work. Please note, we do not sponsor applicants without the right to work in the UK.
Recruitment Agencies – please note that we do not accept unsolicited candidate details. Any candidates submitted without request will be considered direct applicants
