Senior CRM & Digital Experience Manager
Position Overview
We are seeking a digitally savvy, data-driven marketer to lead the development and execution of our CRM and loyalty programme, while also managing and optimising our website presence. This role is at the intersection of customer engagement, data insight, and digital experience. The successful candidate will be capable of driving acquisition and retention strategies, writing effective communications, and collaborating with technical teams to deliver seamless digital journeys.
The role would suit a candidate who is a regular user / familiar with our products in developing deep knowledge of our customer experience. They will act as an internal advocate for the customer, ensuring that CRM and loyalty initiatives are tightly integrated with the way our product is used today and in the future.
Key Responsibilities
- Lead the planning, execution, and optimisation of our loyalty and incentive programme (FMFC) to drive acquisition, retention and lifetime value.
- Build, manage, and continuously improve CRM communication journeys, including setup of automated mailers, segmentation, and campaign targeting.
- Brief and collaborate with creative, content, and design teams to deliver impactful CRM campaigns.
- Develop and maintain a CRM roadmap, aligning with business objectives and customer needs.
- Analyse customer data to identify trends, segment opportunities, and deliver actionable insights.
- Partner with insight and product teams to refine data strategies, ensuring accurate tracking, reporting, and performance measurement.
- Act as a link between product and marketing teams to identify opportunities where CRM can be built into the product experience.
- Own day-to-day management of the studio’s websites, ensuring content is current, accurate, and optimised for user experience and SEO.
- Collaborate with internal stakeholders and external partners/agencies to deliver updates, new features, and improvements.
- Use analytics tools to monitor performance, recommend enhancements, and ensure the website supports CRM and acquisition strategies.
- Ensure the website and product experience feel connected, working towards a seamless ecosystem where the brand, CRM, and product reinforce each other.
- Work closely with product, design, insight, and marketing teams to integrate CRM and digital activity into product and broader digital campaigns.
- Ensure consistent brand voice and user experience across CRM, website, and all customer touchpoints.
- Keep up to date with digital marketing, CRM, and marketing tech trends, identifying opportunities to innovate.
Skills & Experience
- Proven experience running CRM, loyalty, or retention programmes.
- Strong analytical skills with the ability to interpret data and turn insights into action.
- Experience with CRM tools and marketing automation platforms.
- Understanding of data strategy, acquisition funnels, and customer lifecycle management.
- Experience in website content management.
- Knowledge of SEO, web analytics (e.g., Google Analytics, GA4), and digital performance measurement.
- Strong writing skills and the ability to communicate technical requirements clearly.
- Comfortable working with technical teams and conversant in relevant digital/CRM terminology.
- Background in digital marketing, with exposure to both performance and brand-led activity, preferred.
- Ability to connect CRM strategy with product development, thinking beyond campaigns to embedded, long-term customer value.
- Organised, proactive, and able to manage multiple projects simultaneously.
Benefits of Working at Sports Interactive:
- A flexible working policy to best suit you and your team. 🏠
- Subsidised mental health, therapy and coaching sessions are available. 😌
- Contributory Pension Scheme (up to 7% of annual salary). 🏦
- Free onsite evening bar in the Sports Interactive London HQ. 🍹
- A well-stocked breakfast bar with cereals, fruits, teas, and coffees. 🥣
- Regular events in collaboration with our partnered football clubs. 🏟️
- Access to our on-site physical and massage therapist services. 💆
- Multiple clubs and societies to join e.g., book club and art workshops. 🫶
- Free access to games released under the SEGA Europe umbrella. 🕹️
- A range of Gym Membership options through our Benefits partners. 🏋️
- Fully Subsidised Healthcare and Dental Plans. 🦷
- Free Travel Insurance for yourself and your family. ✈️
- A personalized football shirt upon passing probation. 👕
What is it like to work here?
We approach everything with passion, whether that is making our mark on the gaming and football industries or doing our bit for the world around us. We want to share that outlook with everyone who shows up to work here each day.
For us, talent wins games, but teamwork wins titles. Collaboration is the key to constantly topping our best. We believe everyone matters, no matter which part of the business you are in, so we encourage and support our people in driving your own growth and realising your full potential. But, more than anything else, we are a team. A team with a down-to-earth dynamic, that has a lot of fun doing what we do.
And whether that’s technical tweaks or fine-tuning our creative process, everything is geared at producing the best game possible for our players. To do that, we need to be tenacious and move quickly, and not be afraid of switching things up. It is these principles that have enabled us to produce a game that has defined year after year, and that will continue to push us for many more to come.
Our flexible working culture gives you the opportunity to optimise your workload, with in-office, hybrid, and remote working options dependent on role. So, if you want a work/life balance, we are behind you. Because while we live to create extraordinary games, we know that is not all you have got going on. You can trust that we always keep things in perspective, fostering an environment where work can be more than just a job.
We’re also a London Living Wage employer, boast one of the lowest staff turnover rates in the industry and are proud to have won the ‘Best Places to Work’ award by Gamesindustry.biz in large company category in 2023.
We are proud to be an equal opportunities employer and encourage applications from any relevant candidate irrespective of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion, or belief.
SI is proudly a Disability Confident Committed employer, and we are dedicated to ensuring our recruitment process is inclusive and accessible. Our studio has disabled access and facilities but please ensure you advise us if you require any other reasonable adjustments to be made to support you during the recruitment process.
Our Values:
- Keep collaborating: Teamwork wins titles - Here, ideas belong to everyone, whatever department you’re part of. Collaboration lets us score more as a team than we could individually.
- Be flexible: We think fast and adapt faster. The football and entertainment worlds never stand still, so we keep progressing and switching things up to stay ahead.
- Stay Tenacious: We don’t overlook the details. Everything we do is about producing the best game possible, in other words, never settle.
- Show Ambition: Let your drive lead the way - Your individual outlook can give everyone the edge. Make the studio’s purpose personal and let your drive lead the way.
- Bring the Passion: Have fun doing your thing - Don’t be fooled, what we do is not a game. Making our players’ passion come to life is our passion.
- Consider the Bigger Picture: Keep things in perspective - We want our impact to be a positive one. From built-in work/life balance to initiatives covering the most important topics of today, we have what matters in focus.
