Project Lead, CRM & Promotions

Federations & Major Events
Roehampton, London , United Kingdom
Full Time
23 / 04

We are recruiting for a Project Lead, CRM & Promotions who will manage the creation, production and distribution of ITF newsletters and CRM emailings and will be responsible for ensuring growth in engagement and consumer database. 

Full description

The CRM & Promotions Project Lead will manage the creation, production and distribution of ITF newsletters and CRM emailings for the Communications department. This role will ensure growth in engagement and consumer database. Responsibilities include developing targeted distribution, building, and maintaining the relevant contact database. This role will establish effective CRM tools and outreach to drive sign up and capture personal data. Ultimately, providing data and insight to help the ITF to better identify, understand and attract target audiences and provide promotional channels for the brand and business.

The role will demonstrate a measurable contribution to increasing the reach and engagement of ITF, its news and content including stories which showcase the work on a national level by the ITF’s membership.

In addition, the role is responsible for developing and integrating digital campaigns and promotions which may be led by the Communications team or at times other departments, such as ITF World Tennis Number, Brand and Commercial. The role will be the lead project manager for the department on digital campaigns, overseeing end-to-end conception, development, production, and successful implementation of digital activations or campaigns to promote ITF major events and strategic platforms. Importantly, ensuring consistency across all channels in a multi-channel approach and integrated reporting on campaign performance across all ITF digital and CRM channels. This role will be responsible for paid media strategy for third party channels which includes planning and agency liaison.


Email Communications:

  • Produce and distribute newsletters managed by the Communications department: ITF World Tennis News, and major international team events, such as the men’s and women’s World Cup of Tennis and Olympics/Paralympics.
  • Working with PR and Digital, increase number of sign-ups for all newsletters the Communications department is responsible for.
  • Ensure the newsletters and email communications link back to compelling content on ITF digital channels to increase audience, drive traffic and sign-ups for other ITF products.
  • Establish and profile target audiences – KPIs in year one will be measured on retention of existing, targeting growth audiences and increasing the number of email contacts.
  • Departmental responsibility for the maintenance and management of ITF’s databases of contacts.
  • Working with other departments, develop content for newsletters and email communications which drive awareness and positive ‘buy in’ about the ITF’s work, helping contribute to the department’s work to enhance the ITF’s reputation and status as global guardian of the game.
  • Work with ITF Digital, Tours & Pathway, and help to recommend CRM/email communications which will build fan engagement, create excitement across the season for the World Tennis Tour and its brand.
  • Work alongside the Marketing Manager for World Tennis Number – and other relevant teams - for cross-promotion and alignment.

Integrated promotions and campaign management:

  • Aligned with communications strategy, this role is responsible for the project management of communications/content-led campaigns, including:
    • Produce and maintain shared planning tool.
    • Schedule and document outcomes of regular coordination briefings to align and remain on track with set objectives, review data and agree insight, ideation, track deliverables, deadlines, and ensure efficient budget management.
    • This role is responsible for implementing campaigns on ITF CRM/digital channels, as well as cross-departmental coordination.
  • Act as departmental liaison with Commercial for the integration of contractual promotions for partnerships across newsletters and email communications, coordinate within the department to ensure promotions are integrated across IT digital communications, web, and social platforms.
  • Liaison with external agency for paid social, search SEO strategy and media spend which delivers ROI.
  • Provide data-based advice which helps the editorial and PR comms teams to establish SEO guidelines and best practice.

Data insight:

  • Gather full datasets to improve the performance of CRM and email communications you are responsible for.
  • Advise on data needs and analytics resource, provide monthly and ad hoc newsletter/email communications performance reports.
  • Based on audience data, recommend improvements to newsletters, email communications and any future CRM tools.
  • Work with ITF digital and participate in the weekly Editorial Committee.
  • Work with managers responsible for email communications and CRM in other departments, including Data Scientists in IT, to review data, discuss and, as a working group, recommend improvements to the ITF’s CRM capability – increased engagement, increase retention and growth in audiences, drive the commercial value of these channels.
  • Reporting requirements – regular and ad-hoc on campaign performance and channel audience reports.

As the needs of the business can change rapidly, this role may change accordingly, therefore this document should be viewed as guidelines which are subject to change.

Skills/competencies required:

Essential Skills

  • Proven track record of audience engagement through newsletter, email communications and CRM activities
  • Campaign management experience
  • Excellent writer
  • Understanding of how successful CRM activities complement PR and social media work and contribute to an organisation’s overarching communications strategy
  • Strong project management, multitasking, and decision-making skills
  • Metrics-driven marketing approach with eye for creativity
  • Experience with marketing automation and developing and using CRM platforms and tools – ideally Microsoft Dynamics
  • Strong communication skills and presentation
  • Good tennis appreciation/knowledge
  • Attention to detail – very accurate and timely
  • Shows initiative, creative thinker
  • Team player
  • Flexible – the role sometimes includes travel and some weekend work

What we offer….

  • Competitive salary plus discretionary bonus scheme
  • Core 35-hour week from Mon – Fri with flexible start and finish times (although weekend work and longer hours are a part of the role when travelling)
  • 25 days holiday per annum plus bank holidays
  • Private Healthcare
  • Group personal pension scheme, Life assurance & Wellbeing Allowance
  • Ride2Work (in conjunction with Evans Cycles)
  • Free lunch when working in the office (up to £9 per day)
  • Complimentary healthy snacks and fresh fruit when working in the office
  • Ride2Work (in conjunction with Evans Cycles)
  • Free parking on site

Due to the high volume of applications we receive, we are unable to respond individually to candidates, therefore only successful candidates will be contacted for an interview. Please note that interviews may be conducted via video call.

A DBS check may be required for the successful applicant.

Equality, diversity & inclusion (EDI) is a fundamental priority for the ITF. Our philosophy focusses on embedding inclusive behaviours and processes across every element of our business practices.


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