CRM Manager - Sportsbook 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 and sports enthusiasts.

In this role you are accountable for the successful end-to-end delivery of below the line (BTL) Sportsbook 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.

To be successful in this role, you need a strong understanding of various sports, competitions, and leagues both globally and in Betsson’s key markets, along with a genuine passion for sports to understand what drives and motivates customers.

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 Sportsbook 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 Sportsbook 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 key sporting events, 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 Sportsbook 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 Sportsbook retention campaigns.

YOU ARE GOOD AT:

• 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.
• Strong understanding of various sports, competitions, and leagues both globally and in Betsson’s key markets, along with a genuine passion for sports to understand what drives and motivates customers.
• Great 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, Latvian, Polish, or one of the Scandinavian languages is a significant plus.

WHAT IS IN IT FOR ME?

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.

We offer numerous challenges where your skills will be put to good use! We encourage innovation, independence and celebrate success where you will be part of multi-cultural and diverse company, with people from all over the world.

CHALLENGE ACCEPTED?

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