Position: Head of Retention (CRM)
Company: Parimatch International
Experience required: 2y
English level: upper

Hey, we are a gaming company. And we solve tough tasks worldwide: in Africa, Asia, and Latin America. Do you want to be a part of our high-skilled team?

Parimatch International has a reliable (24/7/365) gaming offer across an innovative mobile-oriented digital platform.

Our products offer an exciting form of entertainment that enhances customers’ enjoyment of sports and gaming.

We are seeking an experienced and passionate Head of Retention to accelerate growth for Parimatch International on new markets. 

RESPONSIBILITIES AND DUTIES:

- Manage accounts of portfolio of Sports & Casino VIP players, responsible for their P&L, player performance and lifecycle.
- Develop, plan and implement strategies aimed at maximising VIP customer lifetime value and profitability.
- Own all aspects of the relationship with the Player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out of office hours when necessary.
- Build a personalised relationship with players, in order to have a one to one knowledge of customers’ profiles including playing behaviors, interests, likes and dislikes, to enable you to offer an industry leading customer experience tailored to the needs of our VIP customers.
- Monitor individual customers' betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales, promoting the right behaviors.
- Work with the CRM team to define the contact strategies for VIP customer’s segments needed to deliver TO and NGR targets.
- Proactively encourage NGR growth & use of new channels and platforms e.g. Mobile
- Work alongside the customer service team, trading, payments and fraud departments and escalate VIP issues to be a priority for resolution.
- Provide constructive feedback from VIP customers to the business to improve product enhancements and revenue opportunities.
- Identify new potential VIPs, through analysis as well as appropriate reporting and by offering the appropriate incentives.
- Other required duties assigned by the Head of Retention.

KNOWLEDGE AND SKILLS:

- At least 2-3 years of previous experience in Customer Services, Sales or Accounts. Management, ideally within an Online Gaming brand.
- Keen interest in Online Gaming.
- Business-oriented with focus on marketing, analytics or communications.
- Driven by desire to provide top-class attentive service to high-value customers, while being articulate with first class verbal and written communication abilities.
- Analytically curious and able to identify customer trigger points so that our marketing activity has the maximum impact.
- Have a strong hospitality driven approach to high-value customers.
- Ability to think outside the box to resolve issues quickly and effectively and produce results whilst working under pressure.
- Able to cope with a fast-paced, challenging environment.
- Able to display a high degree of confidentiality and discretion.
- Advanced skills in Office, Word, Excel etc and other administrative tools.
- Advanced verbal and written communication skills in English.

BENEFITS:

- Competitive rewarding.
- 20 working days of paid vacation.
- 100% paid sick leaves.
- Medical insurance.
- Individual annual sports and training budget with an opportunity to visit paid conferences, training sessions, workshops, etc.
- Free breakfast and snacks in the office.
- Unlimited good mood and support!