The Position

The CRM Customer Engagement Manager is the custodian of Stadiums Queensland’s CRM customer data - ensuring it is accurate, complete, de-duplicated, and well-governed. By maintaining a clean and reliable CRM, the role provides the solid foundation for smarter decision-making and stronger connections with fans.

But this role goes beyond maintaining data. It brings the CRM to life - transforming information into insight and insight into action. Using customer intelligence, the CRM Customer Engagement Manager will design and execute personalised marketing campaigns directly through the CRM (email and digital touchpoints) to deepen engagement, grow audiences, and drive ticket sales.

The insights generated will inform not only ticketing strategies, but also drive community engagement, support catering initiatives, enhance corporate hospitality programs, and refine wider commercial modelling, helping SQ maximise value across every event and venue. With an eye on innovation, you will continuously refine engagement strategies to keep pace with evolving industry trends, the needs of key partners, consumers and emerging CRM trends. 

This is a hands-on and future-focused role: equal parts data integrity and marketing execution, with an “always on” strategic insights lens. By bringing discipline to data, creativity to campaigns, and foresight to engagement strategies, the CRM Customer Engagement Manager will play a pivotal role in how SQ connects with Queenslanders and grows the business of live events.

Key Tasks

• Customer Data Governance and Compliance: Ensure data accuracy, integrity, and compliance with regulatory requirements by implementing strategies for customer data management, cleansing, de-duplication, and retention policies. Develop and maintain documentation for customer data management processes and provide training to teams on customer data management and email marketing. Partner with Technology Services and compliance teams to ensure alignment on customer data governance standards.

• Email Marketing: Design and execute engaging email campaigns that resonate with different customer segments. Leverage CRM capabilities to build automated, trigger-based campaigns. Experiment with different email elements, A/B testing, and segmentation to optimize email performance and engagement.

• Performance Reporting and Analytics: Support the design and implementation of CRM performance reports to monitor customer data quality and customer engagement, providing senior management with actionable insights. Actively seek and use data analytics to inform future email campaigns, customer engagement strategies, and the overall database health of the CRM.

• Strategic Planning and Roadmap: Contribute to the development, execution, and ongoing review of the CRM and email marketing roadmap, identifying opportunities for growth and innovation. Assist in the development and execution of content and customer engagement strategies to support consumer, commercial, and operational outcomes, aligned with the SQ’S strategic objectives.

• Data Security and Best Practices: Collaborate with Technology Services to ensure data security initiatives, processes, and policies are implemented, while promoting best practices for data governance across the organization.

• Continuous Improvement: Support ongoing improvements in CRM processes, technology, and customer engagement strategies to enhance operational efficiency and customer satisfaction. Stay informed about industry trends and benchmarks to align strategies with evolving best practices.

• Collaboration and Communication: Foster strong relationships with cross-functional leads to deliver seamless, integrated, and automated customer experiences.  Facilitate regular cross-departmental meetings to align goals, priorities, and timelines. Advocate for the voice of the customer across all CRM and email marketing initiatives

About You

Experience:

• 5 or more years’ experience working with CRM platforms and data management. Strong marketing background with demonstrated experience creating and executing email marketing campaigns.

Qualifications or Equivalent Relevant Experience:

• Certifications in CRM systems (e.g., Salesforce Certified Administrator).
• Certifications in digital marketing or email marketing (e.g., Google Analytics, HubSpot Email Marketing).

Technical CRM Expertise:

• Proven experience in CRM system management (e.g., Microsoft Dynamics 365 (preferred), Salesforce, HubSpot). Experience with new data ingestion processes and requirements. Strong skills in data cleaning, de-duplication, and management. Knowledge of data governance, compliance (e.g., GDPR, Australian Privacy Act, SPAM ACt), and best practices.

Email Marketing Skills:

• Exceptionally high knowledge and skills in designing, executing, and analyzing email campaigns.
• Expert in client journey mapping, segmentation strategy, and behavioural analysis. Proficiency in email marketing platforms (e.g., Microsoft Dynamics 365 (preferred), Mailchimp, Campaign Monitor, Marketo).

Analytical Abilities:

• Demonstrated skills and passion for CRM data analysis, reporting, and creating actionable insights.

Attention to Detail:

• High standards for accuracy and completeness in data management and marketing content.

Communication and Collaboration:

• Strong written and verbal communication skills for explaining technical concepts to non-technical stakeholders. Ability to collaborate effectively with cross-functional teams (e.g., IT, marketing, operations)

Personality Traits:

• Proactive, solution-oriented mindset. High level of accountability and ownership of responsibilities. Passion for continuous learning and improvement.

Data-Driven Decision Making:

• Familiarity with using data to inform marketing and CRM strategies. Knowledgeable and demonstrated experience in testing methodologies, statistical analysis, and performance measurement with proven success implementing "test and learn" approaches.
• Proficiency in Microsoft Office

Campaign Optimisation:

• Understanding of A/B testing, performance metrics (CTR, open rates), and optimization techniques.

Project Management:

• Experience managing multiple projects with competing deadlines. Ability to multi-task, deal effectively with ambiguity, change in business requirements, and self-prioritize under pressure. Proactive and hard-working with strong professional accountability

Customer-Centric Mindset:

• Focus on improving the customer experience through personalization and thoughtful communication.

Australian Market Experience:

• Understanding of the Australian consumer and regulatory landscape.

At SQ, we strongly encourage applicants from all backgrounds and life experience to apply. We promote a safe, inclusive and respectful workplace, enabling all staff to feel valued and thrive in a rewarding team and culture. So you can shine through this recruitment process, please let us know if you required any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies.

About the venue

Stadiums Queensland is a statutory body which manages, develops, operates and promotes the use of the State's major sport, entertainment and recreation facilities.  Stadiums Queensland owns nine venues across its diverse portfolio throughout Queensland. Our workplace offers challenging and exciting career opportunities across some of the best entertainment facilities in the world.

Top five reasons for wanting to join the SQ Team…

• Innovative & Fun – with a calendar of world-class events and sporting fixtures, why wouldn’t you want to be a part of something big, and also provide local communities with an awesome customer-centric experience.

• Achievement & Challenge – if you thrive on challenge and recognition, SQ may be perfect for you. This is an organisation where employees contribute to make a difference and receive recognition for their professionalism and results.

• Learning and Development – SQ wants to develop future leaders and specialists in their fields. SQ offers exciting career opportunities at some of the best facilities in the world. 

• Teamwork – we are supportive, enthusiastic, and passionate – One team, One dream, One SQ enabling us to deliver world-class experiences and celebrate the successes

• World Class Venues – If you have ever attended one of our venues, you’ll already know, our venues are both historic and iconic, and create a stage for memorable sporting and entertainment events delivered with the highest level of environmental sustainability and social governance.

With some of the most entertaining products and services on offer, it is no wonder people want to join the Stadiums Queensland team!