Head of CRM

Tom Smelt
Job Ref
  • Lead and inspire an effective CRM team
  • Staying up to date with current CRM trends
  • Manage all aspects of retention
Head of CRM
 What you will be doing.....
  • Own and drive the Group’s contact strategy and CRM optimisation efforts across multiple brands
  • Manage, lead and inspire an effective CRM team
  • Establish and prioritise short, medium & long-term projects that align with the company’s broader vision, expansion goals & revenue targets across multiple brands and markets
  • Staying up to date with current CRM trends, best practices, items of interest and ensuring that these are continually shared with the CRM team
  • Ensure all communication meets advertising, regulatory and legislative standards
  • Drive test-and-learn across customer touchpoints to increase ROI and innovation by building a strategic plan to maintain and improve data quality 
  • Develop automated, personalised user journeys and communication strategies across the player life-cycle
  • Perform periodic and post-campaign KPI analyses to inform the business and shape future strategies
  • Develop retention features within products to enhance the customer experience
  • Manage all aspects of retention including the development of CRM tools including ESP/platform management, SMS, list creation, telemarketing partnerships, and deployment
  • Manage conversions throughout the customer journey and implement tactics to improve them
  • Develop clear and actionable customer models, driven by advanced segmentation, cohort analysis, increased personalisation, and internal software development solutions
  • Ensure a comprehensive understanding of the competitive environment to best serve the objectives of the team and to adjust forecasted plans accordingly
  • Championing the successful achievement of CRM KPIs as established by the Company
 What we would like to see from you......
  • 5+ years working in a CRM environment, ideally within iGaming and multibrand 
  • 2+ years experience of successful team management
  • Superb organisational skills
  • Proven track record of taking the right decisions based on data analysis and evaluation
  • Able to work under pressure and prioritise different tasks
  • Be creative and constantly identify new opportunities 
  • Able to work well in a team and build working relationships
  • An effective communicator who is able to challenge the status quo whilst managing stakeholder expectations
  • Fluent English speaker, additional languages a plus
Company Benefits Package:
 Our way of showing our appreciation is by offering some of the best benefits on the island:
  • Private health insurance (including dental)
  • Travel and life insurance
  • Free breakfast (every day!)
  • Lunch provided once a week
  • Annual sports allowance to be spent on gym/sport memberships or sports clothing or equipment
  • Free weekly HIIT and yoga classes
  • Coffee shop vouchers
  • Fresh fruit juices & smoothies every Friday!
  • Beer Fridays! (non alcoholic beverages also offered)
  • We also endeavor to enrich our employees’ work life balance by offering a Volunteering Programme
  • Exciting team events & company parties! (we work hard but make time to have plenty of fun too!)
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Tom Smelt
Manager, iGaming
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