Job description
Key Responsibilities
CRM Strategy & Implementation
- Support the implementation, and ongoing management of a new CRM platform.
- Lead the migration, cleansing, and organisation of historical customer data.
- Establish CRM processes, governance frameworks, and best practices.
- Work closely with ticketing and other technology partners to ensure seamless integrations.
- Develop a roadmap for customer data capture and enrichment across all touchpoints.
Customer Data Management
- Manage and maintain the integrity, accuracy, and security of customer databases.
- Develop data collection and consent management processes in line with UAE data privacy regulations.
- Create a single customer view by integrating data from ticketing, hospitality, events, competitions, merchandise, and digital channels.
- Implement data hygiene and regular auditing procedures.
Audience Segmentation & Insights
- Develop audience segmentation frameworks based on behaviour, demographics, purchase history, and engagement.
- Build customer profiles and audience personas.
- Identify opportunities to increase attendance, retention, and customer lifetime value.
- Deliver actionable insights and recommendations to marketing, commercial, hospitality, and senior leadership teams.
Fan Engagement & Marketing Automation
- Develop and manage customer lifecycle journeys.
- Create automated campaigns for ticket sales, event reminders, renewals, abandoned bookings, hospitality leads, and customer retention.
- Support email marketing campaigns and audience targeting strategies.
- Implement personalised communications based on customer behaviour and interests.
Reporting & Performance
- Develop CRM dashboards and reporting frameworks.
- Monitor key metrics including:
- Database growth
- Customer acquisition
- Retention
- Attendance frequency
- Ticket sales conversion
- Email performance
- Customer engagement
- Provide regular performance reports and strategic recommendations.
Stakeholder Management
- Work closely with Marketing, Commercial, Hospitality, Ticketing, IT, Finance, and Operations teams.
- Manage relationships with CRM vendors, Ticketmaster, agencies, and external technology partners.
- Support future fan engagement and loyalty initiatives.
Skills
Essential Skills & Experience
- 3–5 years' experience in CRM, customer data, fan engagement, marketing automation, or audience development.
- Experience implementing or managing CRM platforms.
- Strong understanding of customer data management and segmentation.
- Experience with email marketing and marketing automation tools.
- Advanced Excel and reporting skills.
- Strong analytical and problem-solving abilities.
- Excellent project management and stakeholder management skills.
This job post has been translated by AI and may contain minor differences or errors.
Preferred candidate
Residence location
Ajman, United Arab Emirates; Dubai, United Arab Emirates; Sharjah, United Arab Emirates
Nationality
United Arab Emirates
