Assistant Manager – CRM & Customer Data – Dubai Racing Club

Key Responsibilities

CRM Strategy & Implementation

• Support the implementation, and ongoing management of a new CRM platform.
• Lead the migration, cleansing, and organisation of historical customer data.
• Establish CRM processes, governance frameworks, and best practices.
• Work closely with ticketing and other technology partners to ensure seamless integrations.
• Develop a roadmap for customer data capture and enrichment across all touchpoints.

Customer Data Management

• Manage and maintain the integrity, accuracy, and security of customer databases.
• Develop data collection and consent management processes in line with UAE data privacy regulations.
• Create a single customer view by integrating data from ticketing, hospitality, events, competitions, merchandise, and digital channels.
• Implement data hygiene and regular auditing procedures.

Audience Segmentation & Insights

• Develop audience segmentation frameworks based on behaviour, demographics, purchase history, and engagement.
• Build customer profiles and audience personas.
• Identify opportunities to increase attendance, retention, and customer lifetime value.
• Deliver actionable insights and recommendations to marketing, commercial, hospitality, and senior leadership teams.

Fan Engagement & Marketing Automation

• Develop and manage customer lifecycle journeys.
• Create automated campaigns for ticket sales, event reminders, renewals, abandoned bookings, hospitality leads, and customer retention.
• Support email marketing campaigns and audience targeting strategies.
• Implement personalised communications based on customer behaviour and interests.

Reporting & Performance

• Develop CRM dashboards and reporting frameworks.
• Monitor key metrics including:
• Database growth
• Customer acquisition
• Retention
• Attendance frequency
• Ticket sales conversion
• Email performance
• Customer engagement
• Provide regular performance reports and strategic recommendations.

Stakeholder Management

• Work closely with Marketing, Commercial, Hospitality, Ticketing, IT, Finance, and Operations teams.
• Manage relationships with CRM vendors, Ticketmaster, agencies, and external technology partners.
• Support future fan engagement and loyalty initiatives.

Job Details

Preferred Candidate

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