Senior CRM and Digital Executive

The FA
Wembley, London (Greater)
Competitive Salary
19 Jul 2021
30 Jul 2021
CRM, Digital
Business Type
Senior Executive
Contract Type

Our Organisation

The Football Association (The FA) is the governing body of football in England. We are responsible for promoting and developing the game at all levels; from grass roots through to the professional game, The FA Cup and the England International teams, and has two core assets: Wembley Stadium and St George’s Park.

The Role

  • Ensure Club Wembley Data & CRM integrity processes
  • Increase retention of the Club Wembley memberships base
  • Drive member engagement through digital CW touchpoints
  • Identify new business and new revenue opportunities for Club Wembley
  • Drive Club Wembley's short and long term BAU & project-based CRM, digital & IT strategies
  • Content delivery of the member communications activities
  • Internal and external stakeholder management
  • Ensure activities are delivered on time and in budget
  • Ensure clear and consistent reporting across the business
  • Ensure Club Wembley achieve annual revenue and satisfaction targets
  • Support The FA's ambition to make Wembley a world-class venue delivering first-class experiences

This role will be primarily based at Wembley Stadium and a phased return to the office is currently due to start from the 19th July. There will be the possibility for some remote working going forwards, dependent on the needs of the role and team.

Key Accountabilities

  • Support the creation and delivery of digital acquisition & engagement activities
  • Project manage launch of Club Wembley app plus ongoing refinements on behalf of Club Wembley marketing
  • Manage customer segmentation and consent preferences to effectively deliver CRM activity in the most effective way
  • Project lead for ongoing digital involved activities on behalf of Club Wembley marketing
  • Identify cross-organisational dependencies and ensure knowledge is transferred accordingly
  • Management of Club Wembley's data compliance processes including personal data request
  • Management of the Club Wembley data warehouse to drive efficiency across all digital and CRM related activity
  • Development of the Club Wembley acquisition website, members portal and app in collaboration with Club Wembley stakeholders
  • Delivery of the Club Wembley Social Media content including Instagram, Facebook and LinkedIn
  • Provide regular reporting to Club Wembley stakeholders and senior management for all digital activities
  • Provide expertise and support to Club Wembley Connections programme when required
  • Account Management of CW software suppliers
  • Adopt best practice techniques within our marketing automation solution across creative, templates, tracking, testing and reporting.
  • Schedule and run Steering Group Committee meetings, document agreed actions and decisions
  • Schedule and run regular programme meetings, document agreed actions and decisions
  • Perform regular post-campaign analysis and present performance back to internal stakeholders
  • Management of business budget (via Spend & Deal if required), including management of submission timeframes
  • Executes additional tasks as required in order to meet Club Wembley changing priorities

What we are looking for



  • Proven track record for delivering CRM campaigns programmes with stated KPIs
  • Experience partnering with Sales to impact joint KPIs
  • Experience in CRM technology and how to use best to drive effective and efficient results
  • Hands-on experience of managing paid digital marketing activity such as; LinkedIn, display, PPC and other re-targeting activities
  • Worked with internal and external partners to create value-enhancing CRM-based communications
  • Proven track record for improving the output of CRM alongside other digital offerings such as web, social media
  • Ability to construct easily-digestible reports on CRM activity, with recommendations on future enhancements
  • High-attention to detail
  • Analytical thinker with a commercial mind-set
  • Passion for digital marketing


  • Marketing background with an understanding of hospitality programmes
  • Worked on the launch or implementation of a digital based project
  • An interest in sport and entertainment

Technical Skills

  • Good knowledge of all current digital and social media platforms
  • Qualification in either CRM, Marketing, Data or other role related qualification
  • Skilled in Microsoft Office 365 software including Excel, Word, PowerPoint and Outlook, (thorough knowledge of Excel an advantage)



  • Worked with or as part of a marketing team
  • Strong communication skills – especially via digital channels
  • Knowledge of retail digital marketing
  • Good communication/presentation skills
  • Experienced in working against tight deadlines

Interviews are scheduled to be held week commencing 5th August 2021.

What we can offer you

  • An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
  • Attractive benefits and a competitive salary for the right candidate.

The Football Association Group promotes inclusion and diversity, and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your covering letter.

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