Lifecycles CRM Executive - Gibraltar

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As a CRM professional, you'll strategically plan, execute, and optimize CRM campaigns to drive customer engagement, retention, and reactivation. Your focus will be on delivering effective campaigns, monitoring performance, implementing personalization through automation, and staying ahead of industry trends. Our objective is to provide unique customer experiences through tailored engagement. Ultimately, your role will contribute to building strong customer relationships, achieving key performance indicators, and driving the success of our CRM strategy. 

We offer flexible working options to accommodate diverse needs and promote work-life balance. 

What You Will Do

Strategy and Planning 

• Responsible for planning, coordinating, analysing and optimizing all CRM automated campaigns and activities supporting all life cycles. 

• Develop creative promotions and campaigns to enhance customer satisfaction and engagement. 

• Accountable for campaign performance, including impact on KPIs e.g. reach, engagement, conversion rates, reactivation rates, turnover, NGR, budget, etc.  

• Introduce automations to manage segmentation and personalisation. 

• Identify new opportunities to scale activity. Translate them into campaign plans, considering previous performance and upcoming Sport events and/or Gaming Propositions around payday cycles.  

• Ongoing monitoring of channel and campaign performance and its budget. 

• Where needed re-forecast to shift/request budget to maximize results. 

• Drive testing and campaign optimisation to maximise engagement and results.  

• Coordinate planning across products for a unified customer-centric approach. 

Marketing Execution 

• Accountable for the day-to-day campaign built, smooth customer journey and timely execution. 

• Manage backlog and roadmap of implementation for extra features, segmentation logic, technical improvements, new channel, etc. 

• Contribute to A/B testing road map driven by CRM optimisation strategy. Align with brand team when concerning creative and copy, keeping channel best practises in mind. 

• Ensure CRM campaign tracking is implemented correctly so CRM spend and reporting can be efficiently measured and attributed back to the relevant campaign, offer and budget. 

• Monitor individual channel performance. Where suitable automate and personalise. 

• Conduct in-depth market research and analysis to evaluate trends, brand awareness and competition ventures. 

• Work with Brand, Real Time CRM, CRM and Proposition teams to ensure the full player marketing funnel is in harmony from a creative/message/proposition/audience point of view. 

• Deliver weekly and monthly performance reports. Present findings, results and recommendations on campaign strategies, target groups and creative efficiency. 

• Report back performance insights to creative studio and brand marketing team to keep improving creative efficiency. 

• Promptly flag performance drops, identify possible causes and execute correction. 

• Attend all relevant stakeholder meetings. During these sessions share channel specific insights & share actions with CRM Life Cycle Manager. 

Innovation 

• Keep up to date with Industry and CRM best practices and trends.   

• Build & maintain 3rd party relationships with partners. 

• Work with technology teams for specific integrations and or implementations. 

• Leading the roll out and implementation of projects related to technical specialism e.g. data driven creatives, onboarding new tools, automation. 

• Engage with other teams / groups from across the business to drive adoption of technical specialism. 

Qualifications

Essential: 

• Experience in CRM activity.  

• Technical experience working with CRM tools and platforms. 

• Experience of actively using and optimising CRM techniques 

• High-level proficiency in MS Excel, PowerPoint, and Word  

• Strong analytic and qualitative skills with the ability to analyse and use data efficiently. 

Desired: 

• Fluent in the analysis and presentation of data; complex data sets reduced to clear messages resulting in action from the various marketing teams. 

• Strong understanding of CRM legislation and codes of practice. 

• Good technical skills in HTML, Optimove and Salesfoce 

Competencies/behaviours:

• Excellent interpersonal skills - ability to engage and collaborate within a large organisation. 

• Solution focused and able to thrive in result-oriented, high paced environment. 

• Strategic thinker with the ability to present ideas. 

• Self-starter with proactive attitude to work. 

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.