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CRM Manager

Betting Connections Full-Time  Mgarr, Malta 13 Jun 2018

Job Description


CRM MANAGER

The CRM Manager will be responsible for managing the execution of both monthly CRM/Retention campaigns as well as automated player journeys across THE Group’s brands and local markets.
The successful candidate will require strong leadership skills as well as the ability to adapt to a fast-paced environment. They will manage and develop a team of CRM Coordinators, who are responsible for the implementation of the CRM/Retention campaigns.
Duties and responsibilities

  • Manage a team of 6+ CRM Coordinators;
  • Monitor the execution of each campaign (one-off campaigns as well as automated player journeys across all available communication channels) on a daily basis but also as part of monthly performance reviews in order to ensure high quality of execution;
  • Develop a working knowledge of all the CRM tools available, in order to support the team of CRM Coordinators in problem solving and minimising impact on the business in case of errors;
  • Monitor core KPIs and player engagement with CRM communications (open rates, click rates) on a daily basis in order to track campaign performance and make adjustments where needed;
  • Adjust internal processes, request improvements of CRM tools as needed, and follow up on those requests, in order to optimise the execution process and increase performance of campaigns compared to targets;
  • Be the main point of contact for the Gaming Operations team in relation to provider-sponsored campaigns/network campaigns, or the game selection for monthly/global/local campaigns;
  • Be the main point of contact for the Global Campaigns Manager/VIP Team/Data & Operations Manager to ensure that promo briefs they submit are clear, delivered on time, and achievable from a technical standpoint;
  • Maintain a calendar of global/local/VIP campaigns as well as network/provider-sponsored promotions, to be used as a basis for the monthly CRM plans and for performance tracking;
  • Own the monthly CRM plan – ensure that the main structure of the plan is based on the proposal from the Retention Planning & Optimisation Manager, while also incorporating and supporting Global/local/network/provider-sponsored campaigns as well as any last-minute changes due to compliance requirements or campaigns underperforming;
  • Communicate the monthly CRM plans in a concise manner to the wider group of stakeholders.
  • Work closely together with the Retention Planning & Optimisation Manager and the Data & Operations Manager to ensure that the monthly CRM plan is clear, conducive to the company reaching KPI targets and achievable based on available resources and technical limitations;
  • Perform other job duties as requested;

Essential Criteria: 

  • 3 years’ experience in CRM in a fast-paced environment;
  • 2 years’ experience in managing and developing a team;
  • 2 years’ Casino knowledge and experience is essential;
  • Working knowledge of CRM tools such as Optimove, Silverpop, Provider/Bonus/SMS back offices or similar.
  • Proven ability to take ownership of a complex promotion/campaign plan from conception to completion;
  • Ability to do basic CRM campaigns analysis and base decisions on performance and financial KPIs;
  • Meticulous attention to detail and excellent multitasking abilities;
  • Fluent in English with excellent written and verbal communication skills;
  • Excellent time management and organisational skills;
  • Brimming with new and innovative ideas;
  • Ability to distinguish between important and less important tasks, based on financial impact

 

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