Job Description

Who We Are

Science In Sport Group is a world leader in sports and performance nutrition.

We have two highly regarded brands; SiS which combines world-class science and innovation to provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts and the active lifestyle community. This includes over 320 professional teams worldwide across a broad range of sports including Football, Rugby, Cycling, Athletics, Basketball, Netball and Swimming. Brand ambassadors include former track cyclist Sir Chris Hoy, an eleven-time world champion and six-time Olympic champion, and Eilish McColgan, who won gold in the 2022 Commonwealth Games 10,000 metres.

PhD Nutrition is a premium, active-nutrition brand for the active lifestyle community wanting intelligent nutrition to help them achieve their goals. With over 20 years of research and development, our products are designed to maximise performance in and out of the gym. It’s an exciting time for PhD Nutrition as 2025 will kick off an entirely new line up of brand ambassadors, from hybrid athletes to qualified sports nutritionists.

The two brands sell through the phd.com and scienceinsport.com digital platforms, third-party online marketplaces including Amazon, as well as extensive domestic and international retail distribution.

In 2022 the company opened a state of the art 160,000 square foot manufacturing and logistics facility in Blackburn, Lancashire. Providing a significant advantage in product costs and customer response time and most importantly, allowing Science In Sport to lead the way for quality standards.

Science In Sport is the nutrition partner to globally recognised elite teams, including Tottenham Hotspur, Saracens Rugby, British Triathlon, Aquatics GB, British Cycling, England Netball and Loughborough Sports. As well as being the Official Energy Gel Provider of RunThrough and the Official Nutrition Partner of Ultra X.

The Role

As part of our ambitious growth strategy, we’re seeking an experienced CRM leader to own and evolve our customer engagement and lifecycle strategy, driving retention, loyalty, lifetime value and brand affinity across digital channels.

The Senior CRM Manager will define and lead the CRM strategy across the SiS and PhD brands, elevating personalised communications, refining segmentation & lifecycle programmes, and increasing long-term customer value. You will manage and mentor a growing CRM team and work closely with Performance Marketing, Ecommerce, Data & Analytics and Commercial teams to align CRM activity with wider growth and retention goals.

• Contract: Permanent

• Salary: Up to £55,000 per annum

• Working Hours: 9am - 5.30pm

• Location: Blackburn

Benefits

• On-site gym

• Cycle to work scheme

• Product discount

• Birthday day off

• Pension - employer contribution at 4%
  

The work - Your 4 most important responsibilities

• Translate business goals into measurable CRM outcomes and growth levers.

• Design, implement and optimise end-to-end customer lifecycle journeys (acquisition > onboarding > retention > re-engagement > loyalty).

• Build advanced segmentation, propensity models and automation programs informed by data and business insights.

• Leverage CRM data to generate actionable insights and drive strategic decisions
  

Accountability – what you are responsible for delivering

CRM Leadership

• Own the CRM vision, strategy and roadmap to accelerate customer engagement, repeat purchase, loyalty and retention.

• Translate business goals into measurable CRM outcomes and growth levers.

• Lead long-term planning of CRM investments, metrics and technology stack enhancements.

Lifecycle & Engagement

• Design, implement and optimise end-to-end customer lifecycle journeys (acquisition > onboarding > retention > re-engagement > loyalty).

• Build advanced segmentation, propensity models and automation programs informed by data and business insights.

• Oversee personalised messaging across email, push, SMS, onsite, and CRM-connected channels.

Team Leadership

• Lead, develop and grow the CRM function, including coaching more junior team members (e.g., CRM specialists/analysts).

• Foster cross-functional collaboration to align CRM planning with product launches, campaigns, and promotional activity.

Performance & Analytics

• Establish performance KPIs and dashboards to measure CRM impact on customer behaviour, revenue and retention.

• Lead A/B experimentation and continuous optimisation to improve engagement metrics (open, click-through, conversion rates).

• Leverage CRM data to generate actionable insights and drive strategic decisions.

Compliance & Best Practice

• Ensure CRM practices comply with data protection standards (e.g., GDPR) and email/SMS best practice.

• Manage and govern customer data to support accurate targeting and messaging.
  
  

Capability - the skills and behaviours required to do this job well

• Commercially astute and customer-centric.

• Creative and analytical thinker, comfortable with ambiguity.

• Passionate about sports, performance nutrition and delivering best-in-class customer experiences.

• Proven success in driving CRM strategy for D2C, ecommerce or subscription businesses.

• Expertise with CRM platforms (e.g., Bloomreach, Klaviyo / Salesforce Marketing Cloud / Braze / HubSpot) and CRM analytics tools.

• Strong data-led mindset, with experience using analytics to influence campaign and lifecycle decisions.

• Exceptional leadership, communication and stakeholder management skills.
  

Performance – how you will know you are doing a great job

• CRM Revenue Contribution (%)

• Repeat Purchase Rate

• Customer Lifetime Value (LTV)

• Active Subscriber Growth

• Consistent activation across territory
  

Specific metrics will be set when in role and will be reviewed and built upon regularly. Alongside this, you will be supported with a personal performance plan that will enable you to continue improving your own performance and impact.

Attributes – experience and mindset that will enable you to do well in this role.

• Demonstrable experience in CRM, lifecycle marketing or digital retention roles, with appropriate and relevant experience in a leadership capacity.

• Team player

• Commercially astute and customer-centric

• Creative and analytical thinker, comfortable with ambiguity

• Passionate about sports, performance nutrition and delivering best-in-class customer experiences.
  

Science in Sport Group is an equal opportunity employer; we value diversity and strive to cultivate an inclusive workplace. We do not tolerate discrimination of any kind in regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. We fully support reasonable adjustments throughout our recruitment process, to provide an inclusive and welcoming recruitment experience.