Fulham FC

Fulham FC

CRM, Data & Analytics Manager


Role Type



Posting Date

May 10, 2022

Role description

The CRM, Data Analytics Manager will assume responsibility for the Club database management, leading on identifying key data segments accompanied by actionable insight and reporting that assists the business in making informed decisions to support revenue generation and supporter retention, acquisition, and engagement.
Working across key commercial areas including marketing, ticketing, hospitality and retail, this role will manage all data related external technology and providers to ensure delivery of best-in-class campaigns, in-house reporting, and fan journeys.
Responsibilities will include but not be limited to:

Work with the Head of Marketing to plan and deliver the Club data strategy, with a key focus on supporter retention and loyalty, and new audience growth;
Management of the Club database and CRM infrastructures, including oversight for all data integrations, hygiene, and data governance compliance both in-house and via third-party providers;
Understand the make-up of the Club supporter base and key market segments; provide regular data and product/sales measurement, customer profiling, target markets and product development;
Daily ticket sales reporting along with ongoing analysis which contributes to marketing efforts and business recommendations;
Manage the planning and delivery of email, SMS, mobile app and offline communications campaigns which drive engagement, retention and acquisition - including personalised content, audience targeting, one-off or automated campaigns, testing and learning to optimise future operations;
Track key KPIs of marketing campaigns and report strategic insight back to the department
Have a thorough understanding of the club sales channels and how they drive Club revenues and other business goals;
Identify opportunities for audience growth (supporters, prospects, sales leads) via all available channels, working with the wider marketing team to design, develop and execute journeys;
Management of the Club appointed database/CRM providers and liaising with related technology agencies to fully utilise their expertise and resources;
Lead on Club audience research (e.g., surveys, focus groups);
Liaise with Sales to coordinate outbound phone campaigns;
Working with Finance, Legal or other internal teams to satisfy internal data needs;
Assisting with other marketing initiatives as business dictates; and
Champion the Club brand values.

You will need to hold the CIM or a related diploma with experience of direct and digital acquisition/retention marketing in B2C industry managing customer audiences, preferably within a sports organisation. In addition, you will have demonstrable experience of developing CRM strategies and working with many data sources to inform insights.
Advanced skills in Excel, PowerPoint, HTML Adobe Photoshop are essential. You will be confident in data analytics and reporting of customer data, previous experience with email marketing tools and excellent client management skills are also essential.
We are seeking a confident and articulate communicator with an exceptional eye for detail and excellent time management skills.
Fulham Football Club is committed to creating a diverse working environment and welcomes applications from everyone regardless of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability, or gender reassignment.
Applications close: 27 May 2022.

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