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Manchester United FC

Manchester United FC

Senior Venue CRM Manager


posting Date

role Type



Nov 20, 2023


At Manchester United our aim is to Win the United Way and the quality of our behind-the scenes team sets us apart from the competition.Our people are as committed to the success of the company as the players are to winning trophies. We offer a unique and exciting working environment, excellent training, with recognition and rewards for the part each individual plays. Sounding good so far?The Purpose: Manchester United Football Club (MUFC) is one of the most successful and popular sports clubs in the world with an ambition to become the most engaged and connected sports brand globally. The Media Group within MUFC is responsible for growing and engaging its 1.1bn global fan base via social media platforms (Facebook, Twitter, Instagram, YouTube, etc.) and OO platforms which include the club website, Apps, and print publications (match day monthly magazines). The Media Group also manages and distributes a global, 24x7 sports television network ("MUTV"), which is available worldwide via linear carriage agreements and an over-the-top direct to consumer applicationThe Role:Supporting the Head of Consumer Lifecycle MarTech, this role is responsible for the strategy development, implementation and coordination of all club venue campaigns across all supported channels. You will work with the commercial venue team and wider consumer marketing function to optimise both fan engagement and life time value.

Be the voice of fans at a senior level ensuring that campaigns are targeted and developed with the fans interest in mind along with ensuring tone of voice, positioning and targeting is considered all driven through an analytical understanding of behaviours and triggers that drive engagement (e.g. logged in users, repeat visits, engagement rates)
Responsible for the idea generation, strategy development and execution of key global campaigns driving both venue and marketing objectives
Work with the Consumer Lifecycle team to launch, maintain and review venue consumer lifecycle journeys.
Support the Head of Consumer Lifecycle MarTech in the development of CRM strategy and implementation ensuring Manchester United are utilising the full technology stack to deliver personalised communications to fans across OO channels
Drive fan acquisition and retention increasing the known fanbase through data acquisition and logged in users, targeting key cohorts with strict targets relating to LTV
Communicate analysis and actionable insights across the business relating to fan engagement
Drive fan engagement across all OO touchpoints
Acquire new global audiences
Re-engage valuable known audiences

This role requires experience of Audience strategy, lifecycle marketing and marketing technology and an excellent understanding of the Manchester United fan base and cohorts, including fan behaviour across all OO channels. You will be required to work across the Club, building relationships and working with Analytics, Content, Brand and Design, Commercial, eCommerce, Product, Technology and Partnerships. Working cross-functionally with these teams, you will be expected to unearth and interpret customer insight, data and performance analysis to define opportunities for growing business value. You will work across the full fan lifecycle including acquisition, onboarding, re-engagement, retention and advocacy.You will be a highly motivated, experienced, enthusiastic and innovative digital marketer capable of driving development of ideas and managing delivery across multiple channels and platforms, optimising performance. You will have significant expertise in digital and content marketing, planning, creating, delivering and measuring global campaigns to increase fan engagement, and life time value.The Person:

Lead responsibility for venue campaigns including the strategy, planning, development and delivery driving venue and marketing objectives.
Lead responsibility for major events ensuring that all touchpoints are considered to ensure a seamless campaign is delivered across all platforms
Responsible for the creative planning phase of all fan engagement campaigns including the submission of comprehensive creative briefs to the internal BCM team
Responsible for growing the known fan base across key strategic local and international markets including key cohorts/audiences
Strong understanding of the business structure and integrations and responsibilities across all departments
Strong focus on analytical results and benchmarking with all key insights shared across the business
Strong focus on digital media performance and optimisation through the generation of actionable digital analytics, reporting and insight.
Define and execute fan engagement campaigns using customer insight and innovative data solutions to reach our audiences at a relevant time in the right way through channels they most use or respond to across the full CRM technology stack and OO channels
Day to day lead, managing and building strong relationships with all technology platforms (incl. Braze, Urban Airship, CDP) and partners so that the club gains best possible value and quality from its partners.
Ensure all campaigns and projects are delivered on time and budget, and have appropriate approvals meeting legal, regulatory and business requirements.
Keep up to date with fan engagement campaigns across (but not limited to) the football industry, sport sector and wider entertainment bodies to become an industry expert and report back the business.

If you would like to join the team and be part of our mission, to win the United way, please submit your application by30th November 2023Manchester United endeavour to respond to all job application, however, please consider that we receive a high volume of applications and this may not always possible.We recognise the importance of safeguarding children and adults at risk at Manchester United, as part of this commitment this post is required to have a Disclosure and Barring Service check at the appropriate level, as well as full reference history.Manchester United is an equal-opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunities to applicants and employees without regard to background, ethnicity, race, colour, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status or other legally protected characteristics.Manchester United Football Club are proud to be a signatory of the Armed Forces Covenant, supporting the armed forces community to transition into careers outside of the armed forces.Manchester United is committed to working with and providing reasonable adjustments for applicants and employees. If you require any reasonable adjustments to support your application and perform at your best, please do not hesitate to contact us to make a request; we are here to help.It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles. Your personal data will be processed on MU’s behalf by Morson.

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