Description Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for a CRM Executive to join our Consumer Engagement Team on a permanent basis. Job Title : CRM Executive Department: Consumer Engagement Reports to : Senior CRM Manager Direct report(s) : None Salary Banding : c.£30-£37,500 Job Level : Implement Location : HQ - This role is contractually based at Allianz Stadium, offering some flexibility to work from home Employment Type : Permanent Working Hours : This is a full-time role, covering 35hrs per week Application Information: Please submit an anonymised CV (i.e. please exclude personal details). The closing date for applications is January 23rd at 5pm. The RFU reserves the right to close this vacancy early if we receive sufficient applications. Applications may be considered whilst this vacancy is advertised. The Role: The RFU has been undergoing a period of significant change, responding to changes in the external environment whilst adjusting to the demands of a modern governing body. The organisation is currently one year into delivering an exciting strategic plan that hopes to have a transformational impact on Rugby Union. As part of this strategic plan, the RFU has an ambition to become a data-driven, user-centric organisation with market leading digital capabilities that will not only transform the rugby experience for players, volunteers and fans today, but also future proof the RFU for years to come. As part of the Customer Engagement team, the CRM Executive will play a key role in transforming the experience for all fan, players and volunteers across our digital platforms through the development of multi-channel customer journeys within our Salesforce Data Cloud and Marketing Cloud platforms. The Team: The successful individual would be joining an established CRM team, within the wider Customer Engagement Marketing team. The CRM team is made up of five individuals who are working across customer acquisition, fan engagement and customer retention across both commercial and the community game. The successful individual will report into the Senior CRM Manager and CRM Manager, and focus on delivering retention and engagement initiatives across England Rugby’s customer database. Our purpose as a team is to grow our known audiences and enrich engagement across our channels. We are based at the Allianz Stadium and typically work from here two days per week, with the rest at home. What will you be doing? Some key responsibilities include: Building and delivering all commercial and community rugby CRM customer journeys via Salesforce Marketing Cloud - including ownership of the end-to-end CRM campaign process (designing, targeting, testing, broadcasting and analysis). Building and delivering all commercial and community rugby data capture initiatives via Monterosa Interaction Cloud - including ownership of the end-to-end process (designing, testing, broadcasting and analysis). Briefing, creating, sourcing and selecting design collateral through our design studio and third party platforms, to help produce effective communications that adhere to brand guidelines. Creating and compiling campaign copy and managing the approval through our copywriting team to ensure there is a consistent style and brand identity for each product and audience. Supporting in the management of the CRM campaign calendar, ensuring full audience requirements are scoped for the CRM Operations Manager and contact management is considered. Tailoring content messaging and offers based on customer preferences, behaviour, and lifecycle stages. Conducting A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness. Supporting CRM Manager in managing key internal and external business stakeholders throughout the CRM end-to-end campaign process - encouraging a customer-centric and data first mind set in decision making through the organisation. Supporting the Senior CRM Manager and CRM Manager in developing opportunities for new data capture channels and initiatives. Maintaining and improving knowledge of Salesforce Marketing Cloud and Intelligence Cloud. Keeping abreast of industry trends, best practices, and emerging technologies in CRM and personalisation to drive continuous improvement and innovation. Working alongside the CRM Operations Manager and CRM Manager to build out the required personalisation for customer journeys. Working alongside the Customer Data Analyst (CRM) to build out customer journey reporting capabilities within Salesforce Intelligence Cloud. This role will also work closely with the wider Marketing & Commercial teams and external partners to contribute to the development and delivery of the current strategic, business and operational plans. Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put the Team First, Shape the Future, Respect Each Other. QUALIFICATIONS, SKILLS & EXPERIENCE The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role. Essential: Educated to a degree level or equivalent with relevant professional qualification (e.g. CIM or equivalent). Previous experience of building and delivering CRM campaigns and CRM customer journeys within a Customer Engagement Platform (i.e. Salesforce / Adobe / Dotdigital / Braze). Previous experience of using HTML to build email marketing campaigns. Great copywriting ability with style adaptable to suit different communication channels and audience groups. An exceptional understanding of GDPR and the impacts it has on audience management and marketing communications. Excellent organisation and stakeholder management skills, with the ability to prioritise workload and work collaboratively across multiple teams. Exceptional attention to detail and an analytical mindset. Committed to embodying the ethos our culture by using our three core values – Put The Team First, Shape The Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions. Committed to actively contributing and building an inclusive culture in your role and day to day behaviours. Additional Information: We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitmentrfu.com. During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here. Please download the job description here for full details of this role. We recommend keeping a copy of the JD to hand as you may wish to revisit the role requirements in the event you are invited to interview.