CRM & Digital Manager

JOB DESCRIPTION & RESPONSIBILITY STATEMENT

POSITION TITLE: CRM & Digital Manager

ROLE AND PURPOSE OF POSITION:

Leinster Rugby is one of Europe’s leading professional rugby organisations, with a proud history, passionate supporter base and ambitions to grow and deepen our relationship with supporters across men’s, women’s and domestic rugby.

The CRM & Digital Manager will lead our approach to supporter data, CRM and owned digital channels, helping us better understand our supporters and build stronger relationships with them.

This is a new role within Leinster Rugby and a real opportunity to shape how we understand, grow and engage our supporter base.

It is both a strategic and hands-on role, suited to someone who combines strong analytical skills with an understanding of supporter behaviour, customer journeys and digital experience, and enjoys turning insights into action.

REPORTING RELATIONSHIPS: 

Operational: Head of Brand and Marketing, Leinster Rugby

Functional: Chief Commercial Officer, Leinster Rugby

SKILLS AND EXPERIENCE:

Essential

• Experience in CRM, lifecycle or audience marketing, including email/SMS campaigns and automated customer journeys


• Experience with CRM and email marketing platforms, segmentation, automation and testing


• Strong analytical skills and experience using data to improve customer journeys and performance


• A strong eye for design and user experience, with the ability to recognise and improve the quality of digital experiences


• Good working knowledge of GDPR, European data protection requirements and consent management


• Experience using digital analytics to understand website and/or app performance


• Strong project and stakeholder management skills


• Ability to work both strategically and hands-on, with strong attention to detail

Desirable 

• Experience in sport, entertainment, live events or membership organisations 

KEY RESPONSIBILITIES:

CRM Strategy & Audience Growth

• Develop and deliver Leinster Rugby's CRM and supporter lifecycle strategy, growing our known and engaged supporter base


• Design and optimise supporter journeys across acquisition, onboarding, engagement, retention, loyalty and reactivation


• Plan, build, test and deliver CRM campaigns and automated journeys across email, e-Zine, SMS/WhatsApp and other relevant channels


• Use audience data, segmentation and supporter behaviour to deliver more relevant, personalised communications and improve engagement and conversion


• Develop and deliver CRM programmes supporting ticketing, season tickets, matchdays, women's rugby and grassroots engagement


• Analyse CRM performance and supporter data to improve campaigns and journeys and provide insights that inform wider marketing and commercial decisions


• Maintain strong standards of data quality, consent management, governance and compliance

Website & App