BettingJobs are currently recruiting for a Head of CRM for a leading operator based in Yeravan, Armenia.
Responsibilities:
• Develop and implement a comprehensive global CRM strategy that aligns with the company's values and vision and inspires customers to engage and interact with the brand at every touchpoint.
• Drive seamless collaboration between regional and product teams by developing and maintaining detailed planning's and timelines. Oversee the timely execution of plans and monitor productivity.
• Lead the ongoing evaluation of marketing campaigns through a close collaboration with the analytics team.
• Lead and manage the CRM team with passion, providing guidance, support, and mentorship to help each member grow and achieve their full potential. Foster a culture of innovation, learning, and collaboration that fuels creativity and drives success.
• Lead the CRM team to drive customer satisfaction, retention, and revenue growth by identifying, prioritising, and implementing impactful initiatives while ensuring compliance with relevant laws, regulations, and industry standards.
• Establish and track key performance indicators (KPIs) to measure the success of the CRM tool, and continuously evaluate the effectiveness of the strategy and adjust it as necessary.
• Celebrate wins and learn from failures to continuously improve and optimise the approach.
• Manage the budget for the CRM program with a passion for excellence, ensuring that resources are allocated effectively, and have a comprehensive understanding of financial performance.
• Identify and mitigate risks related to data privacy, technical gaps, and business continuity, leveraging data-driven insights to mitigate potential threats and optimise outcomes. Inspire your team to stay ahead of the curve and anticipate challenges before they arise.
• Drive conversion, retention, and reactivation rates by crafting personalised and impactful communication strategies, leveraging A/B testing and advanced segmentation techniques to deliver compelling and targeted campaigns that engage and excite the customers.
• Champion the integration of data from various sources, creating comprehensive and accurate customer profiles that allow us to anticipate customer needs and provide personalised experiences that exceed expectations.
• Provide regular, data-driven reports to senior stakeholders, demonstrating a deep understanding of customer motivations and using this knowledge to execute A/B testing and automation strategies that optimise engagement and maximise customer lifetime value.
• Develop and implement training programs that empower all employees to confidently communicate the value of the product portfolio, foster cross-functional partnerships across departments, and drive optimal outcomes that benefit both customers and the company.
• Manage CRM workflows from initial brief requests to final delivery and reporting, collaborating with stakeholders from CRM, Content, Design, Customer Support, and Product departments to ensure seamless execution and successful outcomes.
• Continuously improve the event tracking and implementation logic of the CRM tool, monitor the sanity check of CRM data in comparison with other data platforms, and lead new implementations or improvements on existing tools that enhance the effectiveness and efficiency of the campaigns.
• Act as a mentor, coach, and leader to a team of CRM professionals, inspiring and empowering them to innovate, excel, and consistently deliver exceptional customer experiences that drive business success.
• Approve all campaigns before they go live, ensuring that each campaign is visually appealing and compelling, accurately targeted to the right customers, and compliant with all applicable regulations and company standards.
Requirements:
• A Bachelor's degree in Marketing, Business Administration, or a related field, combined with a minimum of 7 years of hands-on experience in CRM roles within the gambling industry.
• A deep understanding of CRM best practices, trends, and technologies within the gambling industry.
• A proven track record of success in developing and implementing effective CRM initiatives that drive customer engagement, retention, and revenue growth.
• Exceptional leadership and people management skills, with a passion for mentoring and guiding team members to achieve their full potential and deliver outstanding results in a fast-paced and competitive environment.
• A data-driven mindset with a focus on leveraging analytics and insights to inform strategic decision-making and optimise CRM performance.
• A strong understanding of compliance and regulatory requirements within the gambling industry, coupled with a commitment to upholding ethical and legal standards in all CRM activities.
• A strategic thinker with a focus on creating innovative and impactful CRM strategies that drive long-term value creation and competitive advantage for the company.
