Arena Racing Company
Lifecycle CRM Executive
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Company Description
Arena Racing Company (ARC) operates sixteen racecourses across the UK, including Doncaster, Newcastle, Lingfield Park, and Wolverhampton, covering both flat and jump racing at all levels of the sport. ARC also owns 5 greyhound stadia.
Role Description
We’re looking for a Lifecycle / Automation CRM Executive to own and scale our automated customer marketing activity. In this role, you’ll build and optimise automated journeys, develop SMS / Whatsapp as a channel, activate first-party data for paid media and run structured testing — unlocking revenue opportunities across our racecourses that current resourcing can’t reach.
Key responsibilities for the role will include:
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- Build, own and scale automated lifecycle journeys across all racecourses and stadiums (welcome, post-event, re-engagement, lapsed, hospitality, membership and event-specific journeys)
- Build and manage automated upgrade journeys and unique promotional code distribution across fixtures, using new ticketing system capability.
- Develop and scale SMS and Whatsapp as marketing channels, including last-minute fixture reminders, hospitality alerts, promotional code distribution and abandoned booking recovery.
- Work with our media agency to automate the creation and distribution of first-party customer segments into Meta and Google, improving paid media efficiency through lookalike audiences.
- Own a structured A/B testing and conversion optimisation programme, covering subject lines, offers, creative, send-time and automation logic.
- Build advanced customer segmentation and personalisation using behavioural, transactional and ticketing data, working with the wider marketing team to align activity with campaign goals.
- Monitor and report on the performance of lifecycle, SMS and automation activity, using insight to continually optimise journeys and feed performance back to the wider team.
- Maintain CRM database integrity and ensure all CRM activity follows data protection and GDPR best practice
- Stay up to date with CRM trends, identifying new opportunities for ARC to adopt
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