relationship manager

Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball and each of their respective community charities.

JOB PURPOSE

The Marketing and CRM Executive will work in all aspects of CRM, such as planning and delivering customer communications across the channel mix, data management, reporting and analysing results, championing a test and learn culture, and delivering the day-to-day running of the supporter loyalty scheme and Single Sign On. They will also work closely with the wider marketing, communications, design and commercial teams as well as stakeholders across the business.

KEY OBJECTIVES

· To drive customer loyalty and retention through use of CRM

· Drive the best possible Single Sign On functionality

· Help deliver a single customer view across the business through CRM systems and processes

· Deliver the weekly email communication plan, from segmenting data to building and sending weekly emails to supporters

· Analyse campaign results and provide regular reports using data obtained from CRM

KEY RESPONSIBILITIES (KPIs)

· Review the set up and delivery of automated email communications, with regular reporting and recommendations on improvements

· Establish general email performance benchmarks, summarise key insights, and recommend actions to improve email performance

· Build and test email campaigns, optimising performance by testing subject lines, timing, promotions, design layout

· Segment data for targeted campaigns across email, SMS, Direct Mail, mobile app and paid social campaigns

· Deliver wider campaign analysis and recommendations for improvements in order to maximise customer engagement and revenue generation

· Deliver the day-to-day running of the supporter loyalty scheme whilst working with our CRM provider to deliver the functionality and communications to supporters around the scheme

· Maintain Single Sign On working with external providers to ensure integrations are correct and constantly looking at improving the overall SSO user experience

· Help deliver a CRM solution for Commercial, Supporter Services and Events teams to obtain the best single customer view

· Work closely with our mobile app provider to ensure data is delivered into CRM, looking at supporter engagement across the app

· Collaborate with the wider marketing team on marketing campaign ideas to be delivered from CRM, such as email marketing across various product areas including Ticketing, Membership, Retail and Hospitality

· Manage any CRM service desk queries, raising any issues or requirements with our CRM provider to improve the overall system and functionality

· Work with the Supporter Services team to respond to any GDPR queries

ESSENTIAL SKILLS

· Experience in CRM, preferably 1-2 years

· MS Office skills - Excel, PowerPoint

· Broad understanding of the marketing channel mix

· Experience with a CRM platform

· Ability to interpret results and derive actionable insights

· Effective communicator and ability to explain abstract concepts clearly to a broad audience

· Ability to multitask, adapt to a dynamic environment and prioritise work

· Personable, collaborative and flexible approach

· Strong attention to detail

· Adaptability and ability to work across a range of disciplines from data and analysis through to creative and copywriting

· Some understanding and experience of web analytics/tracking

· HTML/CSS skills or desire to develop skills further and an awareness or an interest in SQL is a plus

DESIRABLE SKILLS

· Strong verbal and written communications skillscient, with common sense and initiative

·Strong verbal and written communications skills

· Highly organised team player, flexible and able to handle multiple activities, establish priorities, meet deadlines and work efficiently

·Great attention to detail

·Highly organised team player, flexible and able to handle multiple activities, establish priorities, meet deadlines and work efficiently

· Proving ability to build relationships and collaborate with others to achieve goals

· Basic image editing skills (e.g., Adobe Photoshop)

KEY RELATIONSHIPS

· Marketing/Supporter Services

· Ticketing/Supporter Services

· Retail

· Media

· Community

HEALTH & SAFETY

· Responsible for ensuring all health and safety procedures are followed at all times, with relevant paperwork to support

· To ensure all employees complete their trained required to do their job

· Report all incidents and accidents as required

· To report any hazards detected

· To complete and review the risk assessments for the department

REWARDS & BENEFITS

· Up to £27,000depending on experience

· A holiday allowance of 20 days + bank holidays

· Pension scheme

· 2 x Complimentary tickets to both Bristol City and Bristol Bears first-team home league games

· Social events

· Exclusive offers on Perkpal - Discounted Gym, Employee Assistance Programme - Local Benefits - Complimentary Hospitality x3 - Season Tickets for Bristol Bears & Bristol City

HUMAN RESOURCES ACTIVITIES (ONLY APPLICABLE TO MANAGEMENT)

· Supports a departmental induction program for employees to receive the appropriate new hire training to successfully perform their job

· Ensures employee understand expectations and parameters

· Participates in the employee performance appraisal process, providing constructive feedback as needed

· Ensure employee holiday allocation is utilised on a quarterly basis

· Lead in the recruitment of new employees ensuring best practice and hiring the right applicant for the role

EQUAL OPPORTUNITIES

We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development, and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability, or gender reassignment.

SAFEGUARDING

Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.

To apply please send CV and covering letter to careers@bristol-sport.co.ukor email to HR Admin hradmin@ashtongate.co.uk

If you wish to disucss the role please email hradmin@ashtongate.co.uk

Closing date for applications is 5pm, Friday 16th June 2023.

Job Types: Full-time, Permanent

Salary: Up to £28,000.00 per year

Benefits:

• Free parking
• On-site parking
• Sick pay
• Store discount

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Experience:

• Customer relationship management: 1 year (required)

Work Location: In person

Application deadline: 16/06/2023