CRM Manager - Live Casino Retention

THE WOW

Betsson Group is seeking a self-driven and detail-oriented CRM expert with a “can-do” attitude to join our Global CRM & Engagement department. This is a fantastic opportunity to become part of an amazing team of CRM enthusiasts.

In this role you are accountable for the successful end-to-end delivery of below the line (BTL) Live Casino Retention campaigns and communications across a variety of the group’s brands and markets. You will be measured on your ability to impact top-line KPIs; your main objectives are to increase retention, prevent churn, drive upsell and ultimately improve the overall player experience and lifetime value.

THE CHALLENGE:

You will definitely be busy! Here is a taste of what you will be involved with:

• Customer Communication and Campaigns: Manage and execute hyper-segmented Live Casino campaigns to increase retention, prevent churn, drive upsell and ultimately improve the overall player experience and lifetime value through personalised interactions with customers.
• Project Management: Use JIRA to efficiently manage projects and tasks, and to maintain effective communications with all teams and relevant stakeholders.
• Automation and Scalability: Implement automated campaign journeys to increase operational efficiency and enable campaign scalability.
• CRM Budget: Utilise advanced prediction modelling to optimise the CRM spend budget. This ensures investment in the right customer segments to drive growth and minimise budget wastage.
• Campaign Optimisation: Continuously optimise offers for increased profitability by experimenting with segmentation audience and reward conditions.
• Analysis: Ensure that campaign analysis is carried out to determine the ROI, and continually tweak and improve Live Casino Retention lifecycle offers and player communications to maximise profitability.
• Process Improvement: Identify opportunities for campaign and process improvement within your team and the broader department, quantify their impact, and drive implementation.
• Localisation and Compliance: Optimise CRM plans to be relevant and localised for each market and collaborate with local market teams to understand competitor activity, regulatory requirements, limitations, and local trends.
• Cross-Team Collaboration: Work closely with the Support team to optimise campaign customer journeys to reduce contact-drivers.
• Stakeholder Reporting: Provide reporting to senior stakeholders on the success of lifecycle activities, demonstrating a deep understanding of what motivates Casino customers.
• On-call: In addition to standard working hours, you will also work on a roster along with other Managers and Coordinators to provide afterhours support on any incidents relating to Live Casino Retention campaigns.

What we are looking for:

• Good understanding of player segmentation, player bonuses and incentives.
• Excellent ability to interpret CRM data and derive actionable insights.
• Proficiency in CRM tools and email marketing platforms, ideally from Salesforce or Xtremepush.
• Genuine interest in the Live Casino sector with a deep understanding of the Live Casino products offered by Evolution, Pragmatic Play, and Playtech.
• Strong project management skills, enabling you to handle multiple campaigns and tasks concurrently.
• Results-driven and customer-focused mindset.
• Excellent written and verbal communication skills in English.
• Minimum of 4 years’ CRM experience, ideally from a similar role in the iGaming industry.
• Experience from working in a multi-brand and multi-jurisdiction environment.

EXTRA AWESOME:

• Proficiency in Spanish, Portuguese, Greek or Latvian language

CHALLENGE ACCEPTED?

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