JOB TITLE: (Position Filled) CRM MANAGER, ONLINE CASINO
SALARY: COMPETITIVE PACKAGE
LOCATION: LONDON, AND FROM HOME
The Role
Working for the online arm of a prestigious land-based London casino, the CRM Manager is responsible to create, implement and optimise the CRM marketing strategy (beginning with the UK market) and standalone casino products, focusing on reactivation and retention of the customer base to drive lifetime value from the customer and deliver business growth.
Basic working hours: 40 hours per week – flexibility required. Working from the office and home.
Key Responsibilities
CRM execution: executives in a multi-channel and multi-vertical environment across multiple markets, handling both our automated player lifecycle program and all ad-hoc communications on a local level.
CRM strategy: working with the Operations Manager and other key stakeholders developing multichannel contact strategies, lifecycle marketing plans, and tactical plans guiding campaign execution, including messaging frameworks, segmentation and targeting, socially responsible behavioural triggers, test planning and learning agendas to drive business growth.
Marketing insights: In partnership with marketing manager and other specialists define, analyse, and interpret the performance of marketing programs to identify key opportunities for improvement; use internal data, research, industry insights, and a variety of quantitative tools to become intimate with and advocate for our players.
In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.
Personal Characteristics & Experience
Extensive experience in a CRM role, preferably with online/gaming gambling, VIP management.
Demonstrable experience in leading in a multi-vertical and multi-channel environment.
Experience in online Casino working with segmentation analysis and modelling of high value players. Understanding of enterprise email or marketing strategy, measurement, vendor ecosystems, industry trends and tactical approaches to driving customer acquisition and retention.
Basic coding and editing and HTML email templates preferred.
High intellectual curiosity, drive, and mature, proactive & positive ‘can do’ attitude.
Previous experience in bonus configuration.
Previous experience using Adobe Campaign and Playtech IMS.
Experience of enterprise level CRM platforms.
Knowledge of A/B test planning and analysis.
Knowledge of customer segmentation and modelling approaches.
Will work under pressure with tight deadlines.
Ability to manage multiple high-priority projects in a fast-paced setting.
The job holder will make decisions around which customer groups /segments are to be targeted for specific campaigns, the content that should be included within campaigns, analysis of activity and commercial interpretation of results and needed follow up actions. They should also have ultimate decision making and sign off that all pre-send procedures and checks have been completed before releasing campaigns to customers via e-mail or SMS.
Maximise the creation & deployment of profitable assets/services, the enhancement of customer experiences/attractiveness, the maximization of customer gaming spends and new customer sources, the reduction of costs, the elimination of waste, and the measurable improvement of business processes and techniques.
Excellent verbal and written communication negotiation skills required.
Is an advocate for our players’ quality experiences.
Working in partnership with key stakeholders, including marketing and New Business Director.
All customers are assets and the job holder will become familiar with and advocate for our players.
TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM
