Job DescriptionAs CRM Lead, Gaming you will be responsible for developing and implementing CRM strategies to drive customer engagement, retention and loyalty for our online casino product.
You will be a key member of the gaming CRM team; who are responsible for creating strategic CRM roadmaps, executing and analyzing campaign performances which aim to drive long-term customer engagement & loyalty. Your knowledge of the online casino industry and the customer behavior will be essential in driving meaningful progress.
The salary range for this position is between $75,000 and $105,000 annually.
Qualifications- Experience working in a CRM or marketing related role preferred.
- 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.
- 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
- 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, optimise, 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.
Additional Information- 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 key performance indicators (KPIs) to measure the success of the CRM campaigns, using these indicators to enhance all stages of customer lifecycles and optimising customer lifetime value; continuously evaluating the effectiveness of the CRM strategy and adjust it as necessary
- Overseeing the bonus budget and engagement KPIs for your territories, ensuring cost-effective implementation of campaigns is applied through data-driven learnings and multivariate testing.
- Leading the monitoring and evaluation of campaigns through the support of 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 which demonstrate a deep understanding of the CRM activities; outlining the impact of CRM campaigns, successes, challenges and recommendations.
- Monitoring industry best practices and competitor trends to ensure CRM plans are relevant and delivered to the highest possible standard.
- Liaising with key stakeholders and other Marketing departments to maximise opportunities and help ensure the objectives of the department are achieved.
