CRM Manager
Location: MT, , 
Department: CustomerSupport
Description: On behalf of our client we are looking for a CRM Manager to join one of the major brands in the gaming industry.This is a strategic role, requiring an analytical marketer with a genuine passion for CRM and customer data analytics.Reporting to the Head of Brand, the CRM Manager will be responsible for interrogating customer data in order to arm the brand teams with insightful and meaningful information to conduct the most effective CRM campaigns. The successful candidate will play a pivotal role in the success of their marketing activity thanks to their 360 degree view of the customer across all brands. They will be responsible for ensuring that all customer journeys and touch points are considered within CRM planning and will have ownership of customer segmentation – ensuring each customer segment is maximized to its full potential. This is not an executional CRM role. Campaign activity will be driven by the product experts within the brand teams, using data and insight provided by the CRM Manager; the execution of CRM campaigns will be conducted by campaign coordinators within the Marketing Operations team.As a key member of the brand team, you will be working with a large number of talented individuals not only within the brand team, but marketing operations and wider teams across the business.
Requirements: Your responsibilities will include:Working closely with Heads of Brands to advise on and agree: - Life cycle management - Customer segmentation - Loyalty management - Ways to increase conversion of new registrations to new depositing customers - Churn prevention, with a special focus on key segments - Securing ‘one view’ of the customer within and across brands to optimize the customer lifetime value. Continually identifying trends and opportunities within the customer data and regularly communicating these findings and recommendations to the brand teams to ensure maximum conversion rates, customer retention and lifetime value Mapping and recording of all possible customer journeys and presenting these regularly to key stakeholders, ensuring the journey documents are easily accessible and understandable Building strong relationships with the Marketing Operations team; devising and then briefing them on relevant customer communications e.g. Welcome emails Working together with each product manager to set and collect the monthly retention plan Working closely with the Site Manager to ensure that the site experience and customer journeys are synchronized on the website Contributing to a CRM technology roadmap in conjunction with the Head of CRM, Heads of Brands and other CRM analysts to ensure the continual awareness and consideration of the most intelligent third party CRM tools along with development of in-house CRM systems where appropriate Being a cultural driver of CRM across the business and influencing other teams and personnel on the benefits and importance of CRM. Requirements:Solid experience of working in a CRM, marketing and/or data environment for a leading iGaming provider or other successful business processing large volumes of complex customer data (e.g. telecoms/financial services)Considerable experience of hands-on customer data analytics and segmentation management with demonstrable resultsBusiness to consumer experience is a must-have.SkillsKnowledge of SQL and/or other data interrogation methodsAdvanced user of Excel and CSV with an ability to analyse, interpret and explain complex customer dataAbility to manage vertically and laterally in a complex organizationExcellent people skills with an ability to influence others and form strong relationshipsStrong budgetary management skillsExcellent command of the English languageUnderstanding of core online and social gaming dynamics a plus.Team player and highly effective communicatorCreative and pragmatic approach to problem solving; happy to be hands-on and not rely on others for support or insightEntrepreneurial attitudeResults orientedOpen to feedback and mentoring othersStrong passion for gaming and social media an advantage.
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