Head of CRM

Role PurposeThe CRM Manager designs, implements and analyzes customer relationship and engagement campaigns that deliver measurable impact across Aramco Stadium's business lines. Leading the CRM Analyst team, the role owns the stadium's CRM strategy and roadmap, provides strategic and technical guidance to the wider business, and turns customer data into actionable insight that grows customer lifetime value across ticketing, premium hospitality, private events, tours and partnerships.Primary OutcomeTo build and run a fully implemented, data-driven CRM function that measurably increases customer retention, engagement and lifetime value, with every business line supported by well-planned campaigns, optimized segmentation and automation that is continuously tested and improved.Key ResponsibilitiesCRM Strategy and ImplementationLead the holistic management and full implementation of CRM across the business.Develop a CRM roadmap with the improvement of customer lifetime value at its core.Steer the long-term strategy for multichannel automation, working across the business to identify and scope special projects such as SMS and refer-a-friend programs.Campaign Planning and DeliveryOwn the CRM calendar, planning and campaign building across all stadium business lines.Develop the email automation strategy and user flows, and build new flows that support customer retention efforts.Test and learn what works through structured A/B testing.Segmentation and Customer InsightOptimize user segmentation, filtering and analyzing customer groups to detect risk, engage proactively and avoid churn.Turn customer data into actionable insights, interpreting analytical models and identifying new opportunities for the business.Agency and Stakeholder ManagementManage the stadium's CRM agency and hold it to agreed performance standards.Work closely with Commercial, Programming, Sales and Operations teams, and with external agencies, media partners, PR firms and sponsors.Lead and develop the CRM Analyst team.Experience Requirements7+ years in CRM and data-driven marketing.Proven track record of designing and delivering multichannel CRM and automation programs that improve retention and lifetime value.Hands-on experience managing enterprise CRM platforms; Salesforce experience is ideal.Strong analytical capability, including segmentation, A/B testing and interpretation of analytical models.Experience managing agencies and a team of analysts.Education RequirementsBachelor's degree in Marketing, Business Administration, Data Analytics or a related field