Head of CRM

What You'll Be Doing:

• Define and own the CRM strategy across a multi-sport landscape
• Deliver key KPIs in acquisition, engagement and retention, guiding the business the on areas of focus and headroom.
• Driving the team’s full utilization of CRM tools to improve capability and efficiency in delivery 
• Maintain high levels of reporting across multi-channel output, to understand user trends, manipulating data to inform decision making. 
• Own world-class lifecycle marketing automations that maximize fan engagement, reduce churn, and increase acquisition. 
• Collaborate with retention, product, tech, content, UX, and analytics teams to deliver integrated CRM output.
• Own UX lifecycle journeys, contributing to CRM KPIs – cancel flow, MyAccount
• Lead performance reviews with internal teams and stakeholders to track success and optimize efforts.

What You'll Bring:

• Ability to thrive in a fast-paced, international environment with evolving priorities.
• Extensive CRM strategy and leadership experience within subscription businesses or sports rights holders.
• Proven track record of building and scaling lifecycle marketing programmes that demonstrably improve retention, engagement, and customer lifetime value 
• A passion for major North American sports and a strong understanding of what it means to be a fan.
• Excellent stakeholder management skills across matrixed organisations and global partners.
• Ability to thrive in a fast-paced, international environment with evolving priorities.
• Open-mindedness, adaptability, and a willingness to embrace new technologies and business change.
• Strong problem-solving abilities and the capacity to deliver results under tight deadlines.

Benefits