BettingJobs are currently recruiting for CRM Manager for a leading sports betting services company based in London.
Responsibilities:
• Create, monitor, and develop CRM strategies across all marketing channels.
• Build, test, and deploy automated email campaigns and analyse and report on campaign results.
• Identify target segments of customers and tailor marketing communications for these segments.
• Oversee and manage the various B2C customer service touch points, including managing the relationship with the call centre, agent briefings and performance monitoring.
• Produce and report on regular CSAT surveys and other customer research.
• Monitor and report on data generation, sale conversion and lifecycle movement.
• Produce a monthly comms calendar for the wider marketing team.
• Evaluate opportunities for rule-based trigger communications based on data and behavioural insight.
• Assess email trends both internal and external and make recommendations on best practice.
• Monitor the website to ensure content and campaign messaging is kept up to date, e.g. customer help centre.
• Maintain and circulate reports on email and customer service KPIs.
• Creative support for the website and digital marketing assets.
• Review and recommend CRM software that meets the company’s needs.
• Assist with social media CS support.
• Track marketing metrics and trends, like conversion rates and web analytics.
• 1st level telephone support for customer queries at Head Office.
• Evolve and develop the intelligent CRM capabilities.
Requirements:
• At least 3 years of experience in CRM marketing.
• Experience working with multiple communication channels in consumer interactions.
• Some experience in basic set-ups and development of CRM programs and campaigns.
• B2C experience.
• Experience working in sports marketing.
• Strategic Mindset.
• Customer-service orientated.
• Ability to work in a fast-paced environment.
• Self-motivated and pro-active.
• Critical attention to detail.
• Be able to prioritise and meet deadlines while working on multiple projects.
• Familiarity with CRM software solutions such as DotDigital, PeopleStage, Salesforce, IBM Watson.
• Able to interact with a range of people, from department heads and customer service agents to customers.
• Must be personable, patient and respectful of others.
• Rely on effective communication skills to share ideas.
• Present updates to team members and report to upper management.
• Be able to speak and write clearly in ways that others can understand easily.
• An interest/ understanding of horse racing.
