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Our client is looking for an experienced CRM Manager with Spanish language to join the established team in Malta. The desired candidate will come with iGaming background and desire to develop their career further in Malta.
Deliver the overall CRM strategy including but not limited to:
Delivery of tactical CRM support programmes to support the annual product and promotional calendar across all channels
Delivery of the CRM support plan to support the rewards and loyalty strategy, and omni-channel proposition
Data lead management of the Customer lifecycle.
Working alongside team members to automate key journeys across the customer lifecycle ensuring that the relevant metrics are in place to analyse performance against key KPI metrics
Work closely with the analytics team to ensure that all campaigns are effectively measured and evaluated to ensure a constant ‘test, learn & refine’ culture is applied to CRM activity
Measure and report on all key KPI’s both lifecycle: Conversion, Upsell, Cross Sell and Churn, Channel: Delivery, Open & Click rates and Customer: bonus adoption, player days, Average Deposit etc
Work with the Product and Marketing teams to ensure all content and Promotions are captured and supported via CRM in an optimal way and that USP’s are promoted adequitely
Take ownership of the day to day relationships with key external suppliers, ensuring campaigns are delivered on time and to budget. Ownership of and accountability for all creative, copy and messaging to customer base working closely with the brand and performance marketing team to CRM requirements are clearly articulated
Ensure the relevant customer segmentation is applied to all campaigning to ensure customers receive the right messaging and offers at all points of the lifecycle
Always look to introduce new innovative CRM into the business (push notifications, rich media SMS, micro segmentation etc) to take CRM to the next level and differentiate our brand from competitors
Work with Data teams to constantly evaluate the database – identifying bonus abuse, disengaged users, under and over bonused segments and general CRM hygiene
Create a measurement framework and report on campaign performance on a weekly and monthly basis
Ensure that all communications fall within the relevant regulatory and GDPR frameworks at all times
The successful candidate should display strong marketing skills, be enthusiastic and comfortable working both independently and as part of a team
Degree in some marketing or analytics related field ideally with a gambling, financial services, multi-channel retail, telecommunication, entertainment, or agency background – or comparable experience.
Proven track record of creating and executing segmented end to end customer lifecycle journeys
Computer experience - must be competent (intermediate to advanced) in Microsoft Office.
Experience with CRM or Email marketing software essential (eg. Emailvision/SmartFocus/Silvepop/Salesforce/Adobe)
Proven experience of working with a mass-market customer base and executing a CRM strategy.
Proven track record utlising an enterprise campaign management solution to drive multi-channel, highly segmented CRM initiatives.
Experience in driving measurable revenue growth through customer marketing delivery
Experience with Bingo and/or Casino as a user is a plus