We are looking for a CRM Marketing Manager to join our team. Reporting to the Head of eCommerce, you’ll design and execute the CRM strategy across email and SMS marketing for Memento Exclusives and all partner websites, covering both B2B and B2C audiences.
The CRM Marketing Manager will oversee the company’s customer relationship management strategy, ensuring that the CRM system effectively supports business goals. This includes managing customer data, analysing customer interactions, and working cross-functionally to improve customer satisfaction, loyalty, retention and conversion.
We are particularly interested in candidates with proven experience in driving significant database growth. Our licences include some of the most recognisable sports brands in the world — F1 Authentics, MotoGP Authentics and UFC Collectibles — and your goal will be to ensure every fan of these sports can Own The Moment.
Key Responsibilities:
CRM Strategy Development
* Develop and implement a database growth strategy across Memento Exclusives and all partner websites, including F1 Authentics, MotoGP Authentics and UFC Collectibles.
* Create and manage CRM campaigns to improve customer engagement, retention and reactivation.
* Deliver a commercially focused, data-led email and SMS marketing plan.
* Develop and apply expert segmentation strategies and audience analysis across different sports and brands.
* Ensure the CRM system supports an effective sales funnel and seamless customer journey.
CRM System Management
* Maintain and optimise the CRM platform to ensure it meets evolving business needs.
* Collaborate with IT and other departments to customise CRM functionality where required.
* Provide training and guidance on CRM best practices to relevant staff.
* Adhere to company-wide workflow processes (Monday.com) and traffic management systems.
Data Management and Analysis
* Oversee the collection, segmentation and analysis of customer data.
* Generate actionable reports and insights to inform strategic business decisions.
* Monitor and evaluate customer behaviour, engagement patterns and market trends.
Customer Engagement
* Develop and execute strategies to enhance customer satisfaction, loyalty and lifetime value.
* Manage customer feedback loops and ensure prompt, effective responses to enquiries.
* Collaborate with marketing and sales teams to deliver cohesive, targeted campaigns.
* Take ownership of database growth initiatives, including competitions and partner-led acquisition activities.
Team Collaboration
* Manage and mentor the CRM Marketing Executive, supporting their professional growth and development.
* Work closely with sales, marketing, creative and customer service teams to ensure a unified CRM approach.
* Align CRM activity with wider marketing campaigns, ensuring schedules and messaging are consistent across email, social media and PR.
* Lead cross-functional projects involving customer data and CRM optimisation.
Requirements
* Proven experience in CRM management at mid-senior level.
* Demonstrated success in achieving significant database growth, ideally within retail or eCommerce.
* Strong experience with CRM software such as Klaviyo (or similar).
* Deep understanding of email and SMS marketing best practices, including segmentation, automation, deliverability and A/B testing.
* Strong analytical skills and a data-driven mindset with a focus on performance and ROI.
* Excellent communication and collaboration skills.
* An interest in sport or a passion for creating campaigns that engage global fan communities.