CRM Lifecycle Manager

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.

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

• 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
• Advanced working knowledge of at least one enterprise email service provider across campaign programming, creative optimisation, data management, identifying customer-level insights and x-channel functionality
• 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
• Keen understanding of online consumer behaviour and direct-marketing principles including AB 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.)

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.