CAREERS & JOBS (LOYALTY & CX)

Chelsea Football Club is hiring: CRM Fan Engagement Lead

About the job

Job Title – CRM Fan Journey Lead

Location – Stamford Bridge

Hours – Permanent – 35 hours a week (Any 5 of 7)

About Us:

As a member of the Chelsea team you will become part of a long and proud history in the heart of iconic west London, which dates back to the club’s founding in 1905. Since that time the club has won every major domestic and international trophy, being crowned English, European and world champions in the process.

Chelsea are a club which proudly strives to be the best in everything we do, on and off the pitch, as shown by the further success of our Women’s and Academy sides, as well as the excellent work in the community undertaken by the Chelsea Foundation, while engaging with our many supporters from a wide range of backgrounds at home in the UK and around the world.

If you’re motivated and want to help us win more trophies, you’ve got a place here at Chelsea!

What We’re Looking For:

Chelsea FC are looking for a CRM Fan Journey Lead to join the team in the role you will play a crucial role in driving and executing the company’s CRM strategy and performance analytics ensuring seamless integration and enablement across various platforms and systems. In this role you will collaborate closely with cross functional teams including marketing analytics and technology to develop and implement effective data strategies that enhance fan engagement and loyalty.

Brief description and duties:

• You shall lay the strategy and execution of CRM and loyalty data enablement initiatives and deliver the club’s CRM strategic roadmap.
• Deliver effective ad hoc and trigger-based comms across Push, Email and In-App Notification to the fan base throughout their lifecycle including developing compelling and relevant messaging to drive cross-sell, upsell, win-back and Fan Lifetime Value.
• Work with Product Marketing teams and own the cross-product CRM calendar (Ticketing, Hospitality, Merchandise, Memberships, Stadium Tours, Livestreams) and rules of engagement including contact frequency, segmentation, and messaging hierarchy to balance commercial targets with fan engagement strategy.
• You will be responsible for all aspects of CRM reporting including database health, segmentation, average order value, CRM campaign effectiveness and fan lifetime value, identifying opportunities to improve campaigns.
• You will collaborate with cross functional teams including central Data Engineering and Business Analytics team to oversee the development of data governance policies and procedures to ensure data accuracy, consistency, and security.
• Work with the UX team to effectively develop seamless omni-channel fan experience and journeys for new and existing contacts.
• You shall lead the CRM campaign management team and data specialist, supporting their personal development plans, guiding data-driven decisions and building a culture of continuous testing and learning.
• Partner with the MarTech Manager and central Data Engineering team to oversee the CRM vendors, tech stack, and database, ensuring sophistication in capabilities and operating model.
• Own the quarterly planning and test & learn roadmap to improve CRM strategy over time; in conjunction with business objectives.
• Build and deliver CRM propositions that are effective in achieving new and existing partner objectives.
• Maintain and develop key internal relationships (Commercial, Finance, Paid Media, Product Marketing, Digital Platforms, Publishing, Creative, Insights).
• Given the nature of football, CRM support may be required outside of traditional working hours to capitalise on key moments around matchdays and transfer windows.

Must Haves/qualified by demonstrable experience to the level required:

• In depth experience within CRM, Loyalty programmes, and building sophisticated automations.
• Advanced strategy and project management skills.
• Advanced experience operating in ESPs such as Braze is an advantage.
• Advanced experience in data analytics and measurement.
• Data-driven & commercial mindset with experience in driving DTC sales.
• Experienced leader with proven record of nurturing talent.
• Confident in communicating with and influencing senior stakeholders.

What We Offer:

https://chelseafc.pagetiger.com/benefits2223

Our commitment to Equality, Diversity and Inclusion:

At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.