CRM Manager

Job Type:
Malta, UK
Salary Description:
Competitive Salary Offered
Job Ref:

Betting Jobs are working with an established operator within the iGaming industry that are looking for a CRM Manager to be based in their London or Malta office. Apply today for a confidential discussion.

Direct Report: Head of Customer Engagement
Location: Malta/London

Job Purpose:
The CRM Manager will assist the Head of Customer Engagement at the company with all aspects of customer facing communications. The CRM Manager will be responsible for planning, forecasting and reporting all CRM activity globally. They will lead a team of CRM Coordinators in executing all CRM campaigns as well as using insights and tools to drive innovation and ensure best practice.
This role will focus on ensuring CRM content is aligned with the company’s Customer Engagement strategy. Customer engagement and commercial KPIs will be the CRM Manager’s bread and butter and they will be confident in analysing and storytelling around campaigns and regional KPIs.
The CRM Manager will be an advocate for the Customer Engagement team internally and liaise with design, copy, content, localisation and regional managers in order to provide relevant and engaging content.
The right candidate will be highly motivated and driven to achieve results as well as passionate about CRM campaigns, technology and innovation.

Essential Job Functions / Main Duties & Responsibilities:
• Gathering requirements from stakeholders across the business to build into CRM quarterly and yearly plans
• Drive monthly calendars for each product vertical with CRM coordinators and regional teams to submit for final sign off
• Tracking KPIs and reporting back to Head of Customer Engagement
• Managing team of CRM Coordinators day-to-day and ensuring development and training opportunities
• Analyse campaigns with BI team and deliver reporting to key stakeholders across the business
• Provide technical support to CRM Coordinators and assist them in campaign development and innovation
• Champion and deliver a consistent approach to campaign content, HTML and RG standards by product and region
• Assist Head of Customer Engagement in onboarding new tools / ways of working
• Build and drive test and learn programs to help optimise CRM
• Proactively communicate with stakeholders to ensure workloads and deadlines are managed effectively
• Monitor data hygiene and platform usage of Salesforce and other CRM tools

Working in Coordination with:
• Content and Design teams to ensure content is created and delivered to a high standard which delivers the CRM team’s aims
• Coordinating with BI to develop reporting requirements
• Head of Customer Engagement to help drive roadmaps
• Regional teams to ensure granular focus across brands

Knowledge, including Qualifications:
• At least 5 years+ CRM experience
• At least 1 years+ of experience at a CRM Manager level
• Understanding of managing and updating data architecture and hygiene
• Experience managing a team of CRM Executives or Coordinators
• Knowledge of HTML editing skills
• Experienced ESP user, ideally Salesforce Marketing Cloud
• Proven to have a data driven approach and experience with reporting tools
• Proven data management and storytelling to stakeholders experience
• Experience driving numbers to meet set KPIs at a global level
• Proven experience in player segmentation and targeting
• Understanding of GDPR regulations

• Confident using MS Office applications, such as Excel and Word
• Experienced with mass email marketing systems ideally Salesforce Marketing Cloud
• Understanding of the best practice for email content production and design
• Knowledgeable of a wide range of iGaming verticals such as Casino, Sportsbook, Esports and VIP
• Familiar with betting terminology, and betting psyche

Aptitude & Personal Qualities:
• Passionate about CRM
• A detail-orientated mind
• Motivated
• Data driven
• Great communicator
• Ability to learn new things quickly
• A team player with leadership skills

Contact Details:
Tel: +447801586642
Contact: Liam Deehan

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