CRM Manager

Job Description

THE ROLE: Are you an experienced customer retention marketer with a passion for sport and an understanding of what it means to be a fan? Have you delivered exceptional results from retention in commercial sports or subscription-based company? Do you have a passion for both the science (data & decisioning) and art (creating emotional connections) of retention? If so, we may have the perfect role for you. DAZN is fast becoming the world’s leading sports platform, streaming the most exciting events on the planet, telling the incredible stories behind the sport and allowing fans to get closer to their favourite teams and stars. We live to serve the sports fan – liberating them from the restrictions of legacy technology and business models – allowing them to enjoy their favourite sports whenever, wherever and however they want. Your role will be to collaborate with the local markets and other functions to help execute our global retention strategy for B2C customers, leading to increased platform engagement, reduced churn, increased subscriber tenure and LTV. You will continuously focus on the test and learning, leveraging our vast data and insight capabilities to touch our customers in ways that create emotional connections that drive our targets. You will have visibility of all programs across all markets and act to ensure testing is coordinated and effective and learnings are shared and implemented across all markets. This role can be based in London, Hammersmith. Benefits include access to DAZN, 25 days’ annual leave (increasing by 3 days after 3 years), annual performance-related bonus, private medical insurance, life assurance, pension contributions up to 5%, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working and access to our internal speaker series and events.

As our new CRM Manager, you’ll have the opportunity to:

• Support the VP of Retention Strategy to help define and lead the implementation of our B2Cretention strategy globally.
• Collaborate on the execution of our creative & brand direction with local markets, creating emotional connections with our audiences.
• Collaborate with central and market teams to build out our customer lifecycle strategy, we have built lots of journeys and there is more to come, your role will be to help bring it all together under one vision.
• Lead global retention initiatives where appropriate.

You'll have:

• Experience in CRM / Retention / Loyalty strategy experience in subscription businesses and / or at a sports right holder(s).
• A passion for sport, with a deep understanding of what it means to be a fan.
• Excellence in stakeholder management. DAZN, is a multinational matrix organisation and you will be expected to influence the decisions of senior retention leaders in each market.
• First experience of fast-paced innovative, high-performance, and international work environments.
• Open-minded, flexible and have a positive attitude toward new challenges, with a willingness to learn, embrace new technologies and business change.
• You’ll bring strong problem-solving skills, along with an ability to manage a focussed workload, to tight deadlines.

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. As part of our team,you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. DAZN VALUES – THE ‘HOW’ IN WHAT WE DO: AMBITIOUS – people who want to make a big impact and drive DAZN forward. INVENTIVE – people with bright ideas who deliver great new experiences for our customers – and improvements for our business. People who come up with better, simpler ways of doing things. PASSIONATE – people who are proud of our product, our content and our business – and love to shout about it. People who love what they do and show commitment every day. BRAVE – people who take difficult decisions to help us focus on improving DAZN, our performance and our results. SUPPORTIVE – people who know that we achieve more as a team than as individuals. People value inclusion and look out for each other, helping their colleagues enjoy their work and develop their careers. People who consider others before making decisions. At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience. Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can. We look forward to hearing from you. Apply for this job