CRM Manager

Job Type:
Salary Description:
Excellent + Bonus & Benefits
Job Ref:

BettingJobs.Com are currently recruiting for a CRM Manager for a leading iGaming company based in Brighton. The role will manage the CRM team and all customer communications to deliver a fast and efficient CRM function. You will constantly improve customer retentions and seek opportunities to cross sell the current portfolio of products.

• Continuously managing the CRM system to streamline processes and improve customer journey.
• Proactively undertaking competitor analysis to recommend improvements to the system and potential business opportunities.
• Manage the CRM team to design and deliver tailor-made CRM campaigns for various jurisdictions.
• Devising and executing schemes and interventions to prevent customer attrition, increase loyalty and reduce churn.
• Ensure that all campaigns follow the correct procedures and are accurate prior to launch.
• Designing and implementing programs to reactivate valuable customers who have stopped placing bets with Marathonbet, whilst ensuring that all programs are in line with company values.
• Engaging customers through multiple communication channels to increase satisfaction, improve conversion rates, prevent attrition and maximize customer life cycle.
• Working with the Customer Service team to reinforce best practices and excellent service across brands.
• Working collaboratively with Product to ensure cross sale plans.
• Working closely with management to ensure compliance with internal policies, legislation, licensing requirements and industry best practice.
• Producing performance and strategic reports for Senior Management.
• Building efficient working relationships with other internal and external stakeholders, including Payments, Fraud, Traders and third party vendors.
• Managing ROI of the retention, reactivation and conversion programs.
• Reviewing accounts to ensure customer attrition, reactivation and conversation are managed appropriately.
• Working with the BI team to analyse campaign data to formulate effective CRM campaigns.
• Improving upon previous retention, reactivation and conversion campaigns to create a library of campaigns available for future use.

• Excellent understanding of CRM systems and processes and customer segmentation.
• Implement precise test and learn methodologies to optimize campaign performance
• Direct management experience
• Understand complex and multi-layered reports.
• Previous experience within online gaming and betting.
• Customer focus and commitment to service excellence.
• Good working knowledge of Microsoft Office applications, particularly Excel.
• Excellent verbal and written communication skills in English, including good report writing skills.
• Accuracy and attention to detail.
• Solid numeracy and analytical skills.
• Proactive and results driven approach.
• Good organisation and prioritising abilities.
• Ability to multitask and work under pressure.
• Exceptional creative thinking and problem-solving skills.
• Good interpersonal and relationship building skills.
• An understanding of how legislative changes can affect customer communications and adapt quickly.
• Reliability and Flexibility.
• Multicultural Awareness.
• Knowledge of Sportsbook, Casino and Poker.
• Interest in and knowledge of sports.

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Stuart

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