Senior CRM Executive

Join the Legacy and Future of West Ham United

Founded in 1895, West Ham United is a club that blends rich tradition with a forward-thinking approach, creating an exciting, ever-evolving football culture. Based in the heart of London, we proudly call the London Stadium home — a state-of-the-art venue with a capacity of 62,500, making it one of the largest in the country. We are also dedicated to providing the most affordable Premier League tickets in London, championing Accessible Family Football for all.

Our women's team, achieving professional status in 2018, has soared to new heights in the Women’s Super League and reached the prestigious FA Cup final. Meanwhile, our cutting-edge Academy, which opened in 2019, is nurturing future stars, producing first-team players like Declan Rice and Ben Johnson.

With ongoing improvements to the stadium, including the iconic Billy Bonds Stand, West Ham is constantly evolving, making sure our fans experience the best in matchday atmosphere and comfort. We are also incredibly proud to hold the Disability Confident Leader status, reflecting our dedication to inclusivity and accessibility.

As we continue to grow, so does our workforce. With a dedicated team of 300 core staff and 500 event and Foundation employees, West Ham United offers a truly unique working environment. We’re especially proud to have been awarded the Premier League’s Advanced Equality, Diversity, and Inclusion Standard in 2023 — our second consecutive recognition — underlining our ongoing commitment to fostering an inclusive, diverse, and dynamic workplace.

Join us and become part of a club that stands at the crossroads of history, ambition, and innovation. West Ham United is where passion, progress, and inclusivity come together to create something special.

Why Join Us?

Diversity & Inclusion: We believe a diverse team drives creativity and strengthens performance. We welcome applicants from all backgrounds and identities to apply.

Health & Wellbeing: We are committed to protecting the physical and mental health of our staff, ensuring a balanced and supportive work environment.

Career Growth: As part of a premier football club, you will have opportunities to grow and innovate in an exciting and fast-paced environment.

If you’re ready to bring your passion for data marketing and football to one of the world’s most iconic clubs, apply now!

Job Role: Senior CRM Executive

Reporting To: CRM & Data Lead

Location: London Stadium

Salary: Competitive

As part of West Ham United’s exciting growth trajectory, the club is in the process of implementing a new data warehouse and club-wide CRM system. This transformation will empower us to better connect with and engage our global fanbase.

We are expanding our CRM team and seeking a Senior CRM Executive to play a key role in planning and delivering data-driven CRM campaigns that support the Club’s strategic growth and fan engagement objectives. Reporting to the CRM & Data Lead, the successful candidate will contribute to the design and execution of innovative, high-performing campaigns that deliver measurable results.

This is an outstanding opportunity for a CRM professional ready to take the next step in their career within an ambitious and dynamic sports organisation.

Key Responsibilities:

• Plan, design, test and deliver bespoke and automated CRM campaigns, including copywriting, design coordination, and A/B testing.

• Develop lifecycle-focused communications (e.g., welcome, upsell, cross-sell, reactivation, engagement).

• Leverage segmentation and profiling techniques to create relevant and personalised campaigns that drive value.

• Deliver best-in-class CRM experiences across a range of Club products and services.

• Plan and implement activations that drive the growth of first-party data.

• Build and maintain strong cross-functional relationships with stakeholders in Marketing, Commercial, Digital, Content, and Insight teams.

• Analyse and report on campaign performance, providing actionable insights to optimise future activity.

• Collaborate with the data analyst to evaluate performance and present findings to internal stakeholders.

• Maintain CRM database integrity and ensure compliance with GDPR and data protection policies.

• Assist the Insights and Digital Marketing teams with CRM-related data queries.

• Support Supporter Services and Ticketing teams with customer account and communication enquiries.

• Own and manage the Club’s Email and SMS campaign calendar.

Person Specification;

Experience & Skills:

• Minimum of 2 years' experience in a Mid Level or Managerial CRM or data-led marketing role.

• Hands-on experience with Salesforce Marketing Cloud or a comparable CRM platform.

• Strong creative and analytical skills with a commercial mindset.

• Exceptional attention to detail and organisational skills.

• Proven ability to manage multiple projects and stakeholders effectively.

• Up-to-date knowledge of CRM trends, tools and best practices, particularly within the sports or entertainment sector.

• Ability to thrive in a fast-paced environment and deliver high-quality work to tight deadlines.

• SQL knowledge is advantageous.

• A passion for football or experience in a sports environment is desirable.

This role offers a unique opportunity to be part of a leading football club’s data-driven transformation. If you’re a CRM specialist ready to make a meaningful impact, we’d love to hear from you.

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

EDI Statement

Our club's history is rooted in a solid commitment to equity, diversity, and inclusion, and we openly strive to be leaders in promoting EDI values. West Ham United is tactical in its approach to addressing inequity and prioritising the undertaking of meaningful and lasting change for all.

We prioritise removing barriers to attracting and engaging the best talent from all communities. We are proactive in creating equal access to opportunities and benefits for everyone and a discrimination-free environment where everyone experiences being treated with dignity and respect regardless of their background, circumstances, or protected characteristics.

Safeguarding

At our Club and Foundation, we advocate a proactive approach to ensure every child and adult has the right to experience safety and be treated with care, respect, and dignity. Therefore, we prioritise protection from harm and promote safeguarding good practice and compliance as an integral part of all our operations and engagement. This includes conducting robust, safer recruitment checks to identify any potential risks associated with individuals who may pose a threat to children or adults who are at risk of harm.

Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. It is non-negotiable to remain vigilant, promptly report any concerns as outlined in our safeguarding policies and guidelines, and take decisive action to prevent harm, abuse, and neglect. Each person must actively contribute to creating a safe environment for everyone.