CRM Lead, Gaming

bet365•Denver, CO

1d•Hybrid

About The Position

As CRM Lead, Gaming you will be responsible for developing and implementing CRM strategies to drive customer engagement, retention and loyalty for our online casino product. You will be a key member of the gaming CRM team; who are responsible for creating strategic CRM roadmaps, executing and analyzing campaign performances which aim to drive long-term customer engagement & loyalty. Your knowledge of the online casino industry and the customer behavior will be essential in driving meaningful progress.

Requirements

Experience working in a CRM or marketing related role preferred.
Commercially minded, data literate with strong analytical skills and comfortable in using raw data to draw useful conclusions and make up decisions.
Comprehensive knowledge of Customer Data Platforms (e.g. Optimove) and/or Execution Platforms (Braze) is essential.
Deep understanding of the online gaming industry, understanding of the main competitors, as well as experience in managing CRM and promotions across gaming or sportsbook
Proven track record of delivering growth through promotion and retention strategies
Experience with planning, project management, execution and evaluation against target metrics
Results driven with the desire to test, re-evaluate, optimise, and test again
Work to tight deadlines on own initiative and under pressure to deliver results to meet the needs of stakeholders.
Interact with a range of different departments and build strong cross-departmental relationships.
Communicate effectively and clearly with all levels of staff both verbally and in writing.
Make sound, logical decisions and have the drive to see projects through to completion.

Responsibilities

Leading on the planning and management of customer promotions and loyalty offers, and reporting on campaigns & business performance
Managing CRM workflows from initial briefing requests to final delivery and reporting; working closely with stakeholders from Marketing, Content, Design, Customer Support and Product (Dev) to ensure seamless and successful outcomes of best-in-class CRM initiatives.
Promoting a data-driven culture within the team; adopting a robust test and learn approach to CRM (e.g. A/B, MVT, Control Testing), ensuring that all learnings are captured and used to optimize future marketing campaigns.
Defining and implementing localized CRM strategies across key territories; delivering campaign roadmaps of high standard and in a timely manner.
Establishing and tracking key performance indicators (KPIs) to measure the success of the CRM campaigns, using these indicators to enhance all stages of customer lifecycles and optimising customer lifetime value; continuously evaluating the effectiveness of the CRM strategy and adjust it as necessary
Overseeing the bonus budget and engagement KPIs for your territories, ensuring cost-effective implementation of campaigns is applied through data-driven learnings and multivariate testing.
Leading the monitoring and evaluation of campaigns through the support of CRM Analytics team; analyzing customer data, behavioral patterns and campaign KPIs to identify opportunities for future optimization
Presenting reports and territory insights to senior stakeholders which demonstrate a deep understanding of the CRM activities; outlining the impact of CRM campaigns, successes, challenges and recommendations.
Monitoring industry best practices and competitor trends to ensure CRM plans are relevant and delivered to the highest possible standard.
Liaising with key stakeholders and other Marketing departments to maximise opportunities and help ensure the objectives of the department are achieved.