Job Title
Senior CRM & Digital Experience Manager
Team
Communications
Reporting to
Head of Brand and Marketing
Hybrid Working Status
Hybrid
Studio Overview
Sports Interactive is the gaming studio behind Football Manager, founded in 1994 and now a wholly‑owned subsidiary of SEGA Europe. Based at the Here East technology hub in Stratford, East London, our team expands across platforms and audiences. We welcome passionate people eager to match our ambitions and realise individual potential.
Position Overview
We are seeking a digitally savvy, data‑driven marketer to lead the development and execution of our CRM and loyalty programme, while also managing and optimising our website presence. The role sits at the intersection of customer engagement, data insight, and digital experience. Successful candidates will drive acquisition and retention strategies, write effective communications, and collaborate with technical teams to deliver seamless digital journeys. The role is ideal for a frequent user or familiar with our products who can develop deep knowledge of the customer experience and act as an internal advocate ensuring CRM and loyalty initiatives are tightly integrated with product use.
Key Responsibilities
* Lead the planning, execution and optimisation of our loyalty and incentive programme (FMFC) to drive acquisition, retention and lifetime value.
* Build, manage and continuously improve CRM communication journeys, including set‑up of automated mailers, segmentation and campaign targeting.
* Brief and collaborate with creative, content and design teams to deliver impactful CRM campaigns.
* Develop and maintain a CRM roadmap, aligning with business objectives and customer needs.
* Analyse customer data to identify trends, segment opportunities and deliver actionable insights.
* Partner with insight and product teams to refine data strategies, ensuring accurate tracking, reporting and performance measurement.
* Act as a link between product and marketing teams to identify opportunities where CRM can be built into the product experience.
* Own day‑to‑day management of the studio's websites, ensuring content is current, accurate, and optimised for user experience and SEO.
* Collaborate with internal stakeholders and external partners/agencies to deliver updates, new features and improvements.
* Use analytics tools to monitor performance, recommend enhancements and ensure the website supports CRM and acquisition strategies.
* Ensure the website and product experience feel connected, working towards a seamless ecosystem where brand, CRM and product reinforce each other.
* Work closely with product, design, insight and marketing teams to integrate CRM and digital activity into product and broader digital campaigns.
* Ensure consistent brand voice and user experience across CRM, website and all customer touchpoints.
* Keep up to date with digital marketing, CRM and marketing tech trends, identifying opportunities to innovate.
Required Qualifications
* Proven experience running CRM, loyalty or retention programmes.
* Strong analytical skills with the ability to interpret data and turn insights into action.
* Experience with CRM tools and marketing automation platforms.
* Understanding of data strategy, acquisition funnels and customer lifecycle management.
* Experience in website content management.
* Knowledge of SEO, web analytics (for example Google Analytics, GA4) and digital performance measurement.
* Strong writing skills and the ability to communicate technical requirements clearly.
* Comfortable working with technical teams and conversant in relevant digital and CRM terminology.
* Background in digital marketing, with exposure to both performance and brand‑led activity preferred.
* Ability to connect CRM strategy with product development, thinking beyond campaigns to embedded long‑term customer value.
* Organised, proactive and able to manage multiple projects simultaneously.
Benefits
A flexible working policy to best suit you and your team, subsidised mental health, therapy and coaching sessions, contributory pension scheme (up to 7 % of annual salary). Free onsite evening bar at the Sports Interactive London HQ. A well‑stocked breakfast bar, regular events with partnered football clubs and access to on‑site physical and massage therapist services. Multiple clubs and societies, free access to SEGA games, gym membership options, fully subsidised healthcare and dental plans, free travel insurance, and a personalised football shirt upon passing probation.
About Our Culture
We approach everything with passion, either by making our mark on the football and entertainment industries or by doing our bit for the world around us. Talent wins games, teamwork wins titles. A down‑to‑earth dynamic with lots of fun. Our flexible working culture gives you the opportunity to optimise your workload with in‑office, hybrid and remote options, depending on the role. We are a London Living Wage employer with low staff turnover and have been recognised as the Best Place to Work in 2023.
Equal Opportunities Statement
We are a proud equal opportunities employer and encourage applications from any relevant candidate irrespective of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion or belief. SI is proudly a disability confident employer committed to ensuring our recruitment process is inclusive and accessible. Our studio has disabled access and facilities, and we encourage applicants to advise if they require reasonable adjustments.
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