Head of CRM

About the Role

Aramco Stadium is seeking a Head of CRM to lead the design, implementation, and analysis of customer relationship and engagement campaigns. This full-time role is based in Al Khobar, Eastern Province, and focuses on delivering measurable impact across the stadium's business lines. The Head of CRM will lead the CRM Analyst team and own the stadium's CRM strategy and roadmap.

Role Purpose and Outcomes

The primary purpose of this role is to provide strategic and technical guidance to the wider business, transforming customer data into actionable insights. The objective is to grow customer lifetime value across various offerings including ticketing, premium hospitality, private events, tours, and partnerships. The successful candidate will build and operate a fully implemented, data-driven CRM function that demonstrably increases customer retention, engagement, and lifetime value, ensuring every business line is supported by well-planned campaigns, optimized segmentation, and continuously improved automation.

Key Responsibilities

• Lead the holistic management and full implementation of CRM across the business.
• Develop a CRM roadmap centered on improving customer lifetime value.
• Steer the long-term strategy for multichannel automation, identifying and scoping special projects such as SMS and refer-a-friend programs.
• Own the CRM calendar, planning, and campaign building across all stadium business lines.
• Develop the email automation strategy and user flows, building new flows to support customer retention efforts.
• Conduct structured A/B testing to optimize campaign effectiveness.
• Optimize user segmentation, filtering, and analyzing customer groups to detect risk, engage proactively, and prevent churn.
• Translate customer data into actionable insights, interpreting analytical models and identifying new business opportunities.

Stakeholder and Team Management

• Manage the stadium's CRM agency, ensuring adherence to agreed performance standards.
• Collaborate closely with Commercial, Programming, Sales, and Operations teams, as well as external agencies, media partners, PR firms, and sponsors.
• Lead and develop the CRM Analyst team.

Qualifications and Experience

• Bachelor's degree in Marketing, Business Administration, Data Analytics, or a related field.
• 5-10 years of relevant experience.

Application Information

This is a full-time position based in Al Khobar. Salary details will be discussed during the interview process.