CRM Manager

This is an exciting opportunity for a permanent full-time Customer Engagement Manager to join MRC’s Customer team. This role will be responsible for the coordination, execution, and insights of all direct-to-customer campaigns (including membership, sales, and loyalty). As well as the strategic implementation of the broader MRC customer and segmentation strategy.The Customer team at the Melbourne Racing Club is a collaborative, fun, and outcome-driven team focused on progressing the club into the future, whilst remaining respectful of the history we have. Being honest and open is our ethos and everyone gets a seat at the table. We reward people that challenge the norm and that want to build a market-leading, data-driven customer engagement program.The role:Develop and maintain internal and external customer relationships through monitoring existing relationships with CRM systems. In collaboration with the broader marketing team develop customer and marketing strategies.Develop specific marketing strategies to retain customers, including membership renewal and race day attendance as well as identify growth areas.Utilise CRM software to assist in sales conversion. Integrate customer segmentation strategy into the CRM program.Responsibility for the continued development and optimisation of our CRM marketing tech capability; working with Salesforce Marketing Cloud and our in-house IT team. There will be a focus on automation whilst planning and managing multi-channel marketing campaigns. In conjunction with the data and insights team to develop reporting framework, focused on ROI for all customer campaigns.About you: Tertiary qualifications in Marketing or related discipline (essential). At least 5 years experience in CRM program management role within a fast-paced, high volume, very diverse operation (essential).Strong technical knowledge of membership/database programs, their operation, and administration, CRM, and data analytics (essential),Demonstrated experience in acquiring, analysing, and utilising market intelligence/competitor analysis/research techniques (essential). Demonstrated CRM, loyalty, and rewards management experience within sports, leisure, hospitality, and events industry or similar (desirable)About us: The Melbourne Racing Club (MRC) is one of Australia's most prestigious Sports, Events, and Property Development companies. As well as running elite horse racing at Caulfield, Ladbrokes Park (Sandown), and Mornington Racecourses, we own 13 pub venues under the Pegasus Leisure Group (PLG), an emerging collection of owned events such as The Peninsula Picnic and Whiskey, Wine and Fire and finally the MRC Foundation, our charitable arm.What’s in it for you?Ongoing learning & development opportunities through the organisation wide DRIVE Development programAccess to our year-round well-being initiatives including our Employee Assistance Program for staff and familyRacing Industry Member passes, discounts across our family of brands and free tickets to a wide range of eventsPaid Volunteer and Parental LeaveMelbourne Racing Club values differences in gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientations and encourages all suitable applicants to apply for this role.  AUD Caulfield East 3145