Marketing & PR 2 Marketing & PR 2

Senior CRM Manager

San Babila, Milan, Italy

Job Description

Job Title:
Senior CRM Manager
San Babila, Milan, Italy
Full-Time, Permanent
Marketing & PR

What's your new role about?

Are you a Senior CRM Manager with a passion for sport and an understanding of what it means to be a fan? If so, we may have the perfect role for you.
As the Senior CRM Manager you will lead CRM and retention activities in Italy with the objective of engaging, retaining and growing our subscriber base. 
The focus of this role will be to strategically and technically lead our retention and engagement marketing program in Italy.
In partnerships with marketing, strategy, content and product teams you will design and execute a best-in-class retention program leveraging our content, product and offers to drive desired changes in user behaviour. Working hand in hand with central CRM and retention teams, you will ensure that we apply learnings from past activities as well as leverage new and existing tools to maximise the impact of our CRM program. You will collaborate closely with Product and Development teams to ensure that our UX journeys are effectively managed and testing plans/proper improvements are executed.
Benefits include access to DAZN, annual performance-related bonus, lunch vouchers, free coffee and snacks, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, and access to our internal speaker series and events.

*Our Talent Acquisition team are based in the UK, please upload your application in English*

As our new Senior CRM Manager you'll have the opportunity to:

  • Run an always on CRM programme to engage users by promoting our content, product and offers across different stages of the lifecycle (onboarding, in-life, churned, winback)
  • Run a cross / up sell CRM programme to migrate users across different products (eg. tiers, method of payments) in order to grow engagement and revenue
  • Test and manage offers and discounting capabilities to minimise churn and maximise upsell-cross sell amongst registered users and paying subscribers
  • Ensure that our CRM programme is aligned and complementary to other paid and off platform campaigns and key events in Italy
  • Implement a cluster strategy which personalises CRM communications to different cohorts based on their content viewership 
  • Manage the execution of price rise, T & Cs and customer migration CRM activities when required
  • Leverage user data to measure, report and optimise our CRM programme
  • Use existing customer, brand, comms and market insights to inform our marketing activities
  • Build a strong working relationship with analytics and research teams to measure our CRM programme and identify optimisation opportunities
  • Provide regular updates to Italy and central stakeholders on the CRM plan, key events and performance

You'll be set up for success if you have:

  • Fluency, written and verbal, in Italian and English
  • Significant experience in CRM and cross-channel communication, especially Mobile CRM and digital media
  • Experience working within a marketing team and aligning to broader campaigns
  • Proficiency/Familiarity with using Marketing Automation Technology Platforms such as Salesforce Marketing Cloud
  • Understanding of engagement and retention metrics
  • Experience using data and insights to optimise marketing efforts
  • Open-minded, flexible and have a positive attitude towards new challenges, with a willingness to learn, embrace new technologies and business change
  • Motivation, commitment, enthusiasm, and drive to define clear goals and execute plans to deliver against them

Even better if you have:

  • A passion for sport, with a deep understanding of what it means to be a fan
  • Previous experience working on sport, digital/OTT, mobile, media, entertainment or betting
  • Proficiency with HTML & CSS
  • Adobe Illustrator skills
  • Experience working in an international environment / global organisation
  • Familiar with launching new and innovative digital products & services

Here's a little more about us…

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.
If you're ambitious, inventive, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. We are supported by our talented Employee Resource Group communities: 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.