CRM & Digital Manager

Leinster Rugby is recruiting a new role to lead its approach to supporter data, CRM and owned digital channels, helping the club better understand its supporters and build stronger relationships with them. The position is both strategic and hands-on, suited to someone who combines strong analytical skills with an understanding of supporter behaviour, customer journeys and digital experience, and who enjoys turning insights into action. It is a new role within the organisation and offers a real opportunity to shape how the club understands, grows and engages its supporter base.

• Develop and deliver Leinster Rugby's CRM and supporter lifecycle strategy, including designing and optimising supporter journeys across acquisition, onboarding, engagement, retention, loyalty and reactivation, to grow the known and engaged supporter base.
• 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.
• Lead the performance and ongoing optimisation of Leinster Rugby's website and app, ensuring a seamless, engaging and effective supporter experience that reflects the brand.
• Use analytics, audience data, user research and feedback to identify opportunities and inform the digital roadmap, and work with website and app development partners to define, prioritise and deliver UX and functionality improvements.
• Ensure CRM and audience strategy are integrated across the website and app, collaborating with Brand, Design, Content and Campaign leads to create a consistent, engaging and effective digital experience.
• Coordinate the delivery and optimisation of commercial partner activity across the website and app, working with the Partnerships team.
• Establish and report against clear digital KPIs, including traffic, engagement, registrations, conversion and other priority supporter actions.

• 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.

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

• Pension.
• Private health insurance.
• Financial protection arrangements.
• Generous annual leave, including birthday leave.
• Access to match tickets for regular home games.

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