CRM Marketing Manager

THE·TEAM's hospitality team is seeking a CRM Marketing Manager to lead customer communications across its portfolio of sports, music and entertainment experiences. The role owns the CRM strategy, customer database and automated journeys, working closely with content, creative, marketing and sales teams to turn customer interest into enquiries, bookings and repeat business. A key priority is supporting the delivery of a Salesforce migration alongside internal teams and external partners, ensuring the platform, customer data and processes are set up for long-term success.

• Develop and deliver a CRM communications plan aligned with the hospitality sales calendar, priority events and wider marketing activity.
• Create targeted journeys for corporate and individual customers, identifying opportunities to improve lead nurturing, retention, cross-selling and re-engagement.
• Own the planning, targeting, scheduling, testing and performance of email, SMS and WhatsApp campaigns.
• Work closely with content and creative teams, who develop the messaging and assets, to ensure communications reach the right audiences at the right time.
• Build and optimise automated journeys, continually improving engagement, conversion and deliverability.
• Coordinate marketing requirements, project milestones, testing and launch readiness for the Salesforce migration with internal stakeholders and external implementation partners.
• Help ensure the platform supports effective segmentation, automation, reporting and integration with sales processes, taking day-to-day ownership of its marketing capabilities following launch.
• Maintain a high-quality, well-organised customer database, supporting data cleansing, segmentation, lead capture and database growth.
• Develop audiences based on customer interests, behaviour and purchase history, ensuring communications respect customer preferences, consent and relevant data protection requirements.
• Monitor campaign effectiveness, customer engagement, enquiries, bookings and revenue generated through CRM activity, and work with sales to improve reporting and attribution.
• Use insights, testing and competitor activity to identify opportunities for better performance and more efficient processes.

• Practical experience managing CRM and email marketing programmes, with a strong understanding of campaign planning, audience segmentation, automated journeys, customer engagement and performance optimisation.
• Comfortable working with content and creative teams to bring campaigns to life.
• Experience contributing to or leading a CRM or email marketing platform migration.
• Ability to coordinate stakeholders, manage competing priorities and translate business needs into practical solutions.
• Confidence analysing campaign performance, identifying improvements and connecting marketing activity to customer enquiries, bookings and sales outcomes.
• A good understanding of customer data management, consent and preferences, email deliverability and marketing automation.
• Ability to manage campaigns accurately and efficiently.
• Strong organisational and communication skills, with the ability to balance longer-term projects with day-to-day campaign delivery.
• A collaborative and proactive mindset.

• Familiarity with Salesforce Marketing Cloud or a comparable platform.
• Experience with SMS or WhatsApp marketing.
• Experience within hospitality, live events, sport, music, entertainment or another B2B/B2C environment.

• Hybrid working pattern of 3 days a week from the Aldwych House office.

• 25 days holiday plus bank holidays.
• Private healthcare, Gymflex, enhanced parental leave and cycle to work scheme benefits amongst many others.
• Excellent office environment; dog friendly, with company and departmental social events and breakfast, drinks and snacks in the office.

THE·TEAM provides representation and marketing services to talent, brands and properties across 28 countries and more than 70 cities worldwide. THE·TEAM is the exclusive hospitality provider for the Major League Baseball World Tour: London Series and one of the world's largest providers of Wimbledon Debenture Tickets, as well as an authorised reseller at Allianz Stadium, Wembley Stadium, Monaco Grand Prix, Super Bowl and The BRITS, and an official agent of both Lord's and The KIA Oval Cricket Grounds. Shaped by a belief in the unifying power of sports, music and entertainment, THE·TEAM leads with intelligence, ideas and influence.