Job Description
As a CRM Country Lead, you will be responsible for developing and implementing CRM strategies to drive customer engagement, retention, and loyalty within the Spanish market.
We are keen to welcome candidates for the role of CRM Country Lead based in our Malta office. You will be reporting to the CRM Manager (Gaming) and working closely with senior management to support the short- and long-term objectives of the department.
You will be able to operate independently but have a team player attitude and demonstrate a flexible and adaptable working style that responds quickly and efficiently under pressure.
Your primary focus will be on the strategic planning and execution of Gaming CRM initiatives within the Spanish market whilst optimising the customer journey, shaping the future of customer engagement, and enhancing the overall experience for customers.
This is the perfect opportunity for a self-starter who is comfortable with analysing data and learning complex systems. You will have a passion for Gaming and an understanding of customer lifecycles, including knowledge of the promotions that appeal to our customers.
Preferred Skills, Qualifications and Experience:
- Extensive CRM experience in a senior / similar role (or within CX / Marketing).
- Passion for the gaming product and an understanding of CX strategies that appeal to, and drive engagement with, gaming customers.
- Excellent knowledge of CRM (CDPs / CEPs), project management and business intelligence platforms.
- Outstanding analytical skills and comfortable using data and customer insights to drive results.
- Strong knowledge of the iGaming industry and understanding of the main competitors, as well as experience in managing CRM and promotions across gaming or sportsbooks.
- 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.
- Strong understanding of compliance and regulatory requirements, coupled with a commitment to upholding company values and advertising standards in all CRM activities.
- Strong communicator and influencing skills with a proven track record of driving through winning recommendations.
Main Responsibilities:
- Developing and implementing CRM and promotional strategies tailored to the company’s values, vision, and the specific preferences of our customers.
- Delegating campaign plans to CRM Coordinators; providing guidance, support, and training to ensure the successful execution of CRM initiatives.
- Approving campaigns before they go live; ensuring they meet briefing specifications whilst being compliant with all applicable regulations and company standards.
- Taking ownership of all campaign touchpoints; leading internal communications and ensuring adequate coverage from both CRM and supporting stakeholders.
- Establishing and tracking KPIs to measure the success of the CRM campaigns and enhance customer experiences whilst continuously evaluating the effectiveness of the CRM strategy and adjusting it as necessary.
- Overseeing the bonus budget and engagement KPIs for your territories, ensuring cost-effective implementation of campaigns is applied through data-driven learning.
- Evaluating campaign’s performance through the support of CRM analytics, including monitoring of customer data, behavioural patterns, and KPIs to identify opportunities for future optimisation and sharing insights with CRM Country Leads to ensure alignment with business objectives.
- Presenting reports and territory insights to senior stakeholders that demonstrate a deep understanding of the CRM activities while outlining the impact of CRM campaigns, successes, challenges, and recommendations.
- Championing the best ways of working with the customer data and customer execution platforms in your assigned territories; understanding the full functionalities and capabilities whilst keeping up-to-date with any innovation areas or new features on these platforms.
- Conducting market research and gathering competitor insights to help identify opportunities to improve the customer experience and communication strategy through targeted, localised, and personalised campaigns across all customer channels.
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