Responsibilities

• developing and implementing CRM strategies to drive customer engagement, retention and loyalty for our online casino product.
• be a key member of the gaming CRM team; responsible for creating strategic CRM roadmaps, executing and analyzing campaign performances which aim to drive long-term customer engagement & loyalty.
• Leading on the planning and management of customer promotions and loyalty offers, and reporting on campaigns & business performance
• Managing CRM workflows from initial briefing requests to final delivery and reporting; working closely with stakeholders from Marketing, Content, Design, Customer Support and Product (Dev) to ensure seamless and successful outcomes of best-in-class CRM initiatives.
• Promoting a data-driven culture within the team; adopting a robust test and learn approach to CRM (e.g. A/B, MVT, Control Testing), ensuring that all learnings are captured and used to optimize future marketing campaigns.
• Defining and implementing localized CRM strategies across key territories; delivering campaign roadmaps of high standard and in a timely manner.
• Establishing and tracking KPIs to measure success of CRM campaigns, using indicators to enhance all stages of customer lifecycles and optimising CLV; continuously evaluating the effectiveness and adjust as necessary
• Overseeing the bonus budget and engagement KPIs for your territories, ensuring cost-effective implementation of campaigns through data-driven learnings and multivariate testing.
• Leading monitoring and evaluation of campaigns with CRM Analytics team; analyzing customer data, behavioral patterns and campaign KPIs to identify opportunities for future optimization
• Presenting reports and territory insights to senior stakeholders outlining impact of CRM campaigns, successes, challenges and recommendations.

Requirements

• Experience working in a CRM or marketing related role preferred.
• Deep understanding of the online gaming industry, understanding of the main competitors, as well as experience in managing CRM and promotions across gaming or sportsbook.
• Commercially minded, data literate with strong analytical skills and comfortable in using raw data to draw useful conclusions and make up decisions.
• Comprehensive knowledge of Customer Data Platforms (e.g. Optimove) and/or Execution Platforms (Braze) is essential.
• Proven track record of delivering growth through promotion and retention strategies
• Experience with planning, project management, execution and evaluation against target metrics
• Results driven with the desire to test, re-evaluate, optimize, and test again
• Work to tight deadlines on own initiative and under pressure to deliver results to meet the needs of stakeholders.
• Interact with a range of different departments and build strong cross-departmental relationships.
• Communicate effectively and clearly with all levels of staff both verbally and in writing.
• Make sound, logical decisions and have the drive to see projects through to completion.