CRM Operations Manager

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you.

An opportunity has arisen for a CRM Operations Manager to join our Marketing team on a permanent basis.

Job Title: CRM Operations Manager

Department:
Marketing

Reports to:

Senior CRM Manager
Salary Banding: c.£55,000 per annum
Job Level: Guide

Location:

This role is contractually based at Allianz Stadium, with flexibility to work from home up to three days a week

Employment Type:

Permanent

Working Hours:

This is a full-time role, covering 35hrs per week

• Please submit an anonymised CV (i.e. remove personal details).
• The closing date for applications is 4th March 2026 at 5pm

The RFU has been undergoing a period of significant change, responding to changes in the external environment whilst adjusting to the demands of a modern governing body. The organisation is currently in the midst of delivering an exciting strategic plan that hopes to have a transformational impact on Rugby Union.

As part of this strategic plan, the RFU has an ambition to become a data-driven, user-centric organisation with market leading digital capabilities that will not only transform the rugby experience for players, volunteers and fans today, but also future proof the RFU for years to come.

As part of the Customer Engagement team, the CRM Operations Manager will play a key role in transforming the experience for all fan, players and volunteers across our digital platforms through the development of multi-channel customer journeys within our Salesforce Data Cloud and Marketing Cloud platforms.

The successful individual would be joining an established CRM team, within the wider Customer Engagement Marketing team. The CRM team is made up of five individuals who are working across customer acquisition, fan engagement and customer retention across both commercial and the community game. The individual will report into the Senior CRM Manager and focus on managing retention and engagement of England Rugby’s customer database.

Our purpose as a team is to grow our known audiences and enrich engagement across our channels. We are based at the Allianz Stadium and typically work from here two days per week, with the rest at home.

• Managing the on-going development of the Customer Data Platform (CDP) Salesforce Data Cloud, alongside third-party support, ensuring the platform is being optimised for all marketing & analytics activity and providing value in-line with key Digital Transformation KPIs.
• Delivering all segments & activations for customer journeys, implementing QA processes, troubleshooting performance issues and continually developing new data processes to ensure customer journey data processing activity is flowing accurately.
• Development of data transformations and calculated insights within Salesforce Data Cloud, to support the development of audience segments for customer journeys.
• Development of journey automations in Salesforce Marketing Cloud, providing SQL support and ensuring these are set up in an optimised way for the journey orchestration.
• Managing all customer journey related queries and ensuring a timely resolution to profile related changes across all technical platforms (removal from suppression lists, data deletion etc.).
• Working alongside the Senior CRM Manager to develop audience requirements for customer journeys for fans, players and volunteers.
• Managing key business stakeholders throughout the CRM end-to-end campaign process - encouraging a customer-centric and ‘data first’ mindset in decision making through the organisation.
• Working alongside the Customer Data Analyst (CRM) to build out customer journey reporting capabilities across the RFU’s Intelligence platforms (Intelligence Cloud, Tableau, Looker, etc.).
• Collaborating closely with the Rugby Football Union Technology team and third-party suppliers to ensure that…