CRM Marketing Manager

The Club is seeking an ambitious and analytical CRM marketing specialist to play a key role in delivering its wider digital and data growth strategy. The role acts as guardian of the Club's fan database, providing actionable insight and reporting to support revenue generation, supporter engagement and acquisition. It owns the development of multichannel CRM marketing plans, audience segmentation and automated workflows, with the aim of serving existing fans and attracting new audiences through more personalised content and relevant experiences.

• Develop and deliver the Club's fan data strategy focused on fan acquisition, engagement/retention and commercial performance.
• Own the Fulham fan database and manage appointed MarTech/CRM systems and tools, including oversight of data integrations and hygiene.
• Lead on supporter base insights, key market segments and KPIs, acting as a source of truth for FFC fan data and providing regular reporting on data size, quality and profiling, with recommendations for target markets and commercial/acquisition opportunities.
• Design, create and deploy automated, personalised and triggered multi-channel CRM marketing campaigns, including audience segmentation, channel recommendations, execution and analysis.
• Lead on data growth initiatives across all club touchpoints, tracking performance and adopting a test-and-learn approach to improve acquisition/conversion, maximise communication effectiveness and reduce friction to engagement.
• Oversee daily commercial sales to understand performance, run-rates and gaps, providing recommendations to support growth.
• Support hospitality sales teams by implementing CRM tools and features that improve efficiency and provide insight across sales and marketing, measuring campaign value and supporting pipeline management.
• Lead on Club audience research, such as surveys and focus groups.
• Ensure marketing technology platforms are fully aligned with the Club's broader data and technology ecosystem, working with the team to strengthen data insights.
• Maintain the quality and integrity of customer data through regular audits, data cleaning and deduplication processes.

• Demonstrable experience working in CRM, marketing or lifecycle marketing, with a strong track record of delivering effective campaigns and commercial success.
• Comfort working with large quantities of customer data and building audiences with MarTech/CRM tools.
• Confidence to own CRM marketing activity from planning through to review and performance analytics.
• Strong analytical skills, with the ability to feed actionable insight back to the business in a timely and accurate manner.
• Experience in data segmentation and working across different channels, including email, SMS, app/push, website and paid media.
• Adaptability, organisation and ability to manage several projects at once.
• Strong understanding of GDPR and UK data protection requirements.
• High attention to detail.
• Excellent written and verbal communication skills, with the ability to build strong relationships with internal and external stakeholders/suppliers.

• Experience implementing or activating a CDP/CDXP system.
• Experience using DotDigital or an equivalent MarTech/email platform.
• Experience managing user journeys across a single sign-on (SSO) solution.
• Competence using Google Analytics.
• Experience of Microsoft Dynamics.