PERSON SPECIFICATIONS - SKILLS, EXPERIENCE AND QUALIFICATIONS

Essential:

• 2+ years’ experience in a digital marketing or CRM-focused role.
• Hands-on experience with CRM platforms (e.g. Salesforce Marketing Cloud, HubSpot, Dotdigital, Klaviyo, or similar).
• Strong understanding of marketing automation, segmentation, and campaign analytics.
• Excellent organisational skills with a keen eye for detail and accuracy.
• Strong communication skills and the ability to manage multiple stakeholders.
• Data-driven mindset with the ability to interpret and act on campaign performance data.

DIMENSIONS OF ROLE

Hours: 09:00hrs to 17:00hrs, Monday to Friday (inclusive), including one-hour unpaid lunch on each day worked; making a total of 35 working hours per week.

KEY PURPOSE OF ROLE

The CRM (Customer Relationship Management) Executive will be responsible for audience growth, retention, lifecycle marketing, and personalised journeys aimed at deepening engagement and building long-term loyalty. Duties will involve managing day-to-day CRM operations, from campaign delivery to automated journey design, ensuring our communications are timely, targeted, and data driven.
Reporting to the Marketing Manager, the CRM Executive will have a strong focus on retention, ensuring that our audiences are effectively engaged and nurtured to increase lifetime value and the effectiveness of marketing campaigns. They will also contribute to wider audience growth initiatives and projects across the organisation, particularly in the execution of CRM communications. They will collaborate closely with colleagues across the business to speak to the varied relevant audiences to MCC and Lord’s.
The successful candidate will be data focused, with an in-depth understanding of the role of CRM communications in organisational success. They must have experience maintaining and operating marketing automation and CRM tools.

KEY TASKS AND ACCOUNTABILITIES

• Contribute to the development and execution of audience growth strategy. Focussed on growing the MCC and Lord’s audience whilst continually improving engagement with new and existing customers.
• Manage daily CRM operations, including email campaign builds, testing, scheduling, and deployment.
• Create and optimise automated customer journeys to improve engagement, conversion, and retention.
• Develop and maintain detailed audience segmentation strategies to enable personalised, targeted marketing activity.
• Monitor and report on CRM campaign performance, providing actionable insights and recommendations for improvement.
• Working alongside all departments to manage the planning, execution and reporting of audience surveys.
• Ensure all CRM activity complies with GDPR and other relevant data privacy regulations.
  This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.