CRM Manager

Marketing, PR and Web Design


RecruitGibraltar are currently helping our client who is a market leading egaming company who has a great opportunity for a CRM Manager to join this high performance team based in Gibraltar. The company is progressive and ambitious, has a policy of promoting from within and has a dedication to professional training and progression.

What is the plan for the CRM Manager role?

Taking a lead role in the CRM team the CRM Manager will lead a team of CRM Executives and be responsible for one of three verticals VIP, Gaming or Sports. The CRM Manager will help support the Head of CRM in the delivery of activity across the brands and will interact with stakeholders at all levels to execute effective business communication plans across different channels, products, and platforms. To drive and deliver the successful implementation of all marketing campaigns the CRM Manager will coordinate the CRM team responsibilities to ensure they are set up for success

What will you do as a CRM Manager?

Working with Gaming / Brand/Operations teams to plan and deliver all CRM activity on a period by period basis, leveraging campaign performance reports and insight to optimise campaign delivery
Planning and optimizing CRM strategies across products, channels and communications by using Sales Force Audience and Journeys builder tool while analysing touch points to maximize commercial opportunities to improve campaign success
Manage a team of CRM professionals and provide development, coaching, objectives and goal setting, performance management and other people policies as required from time to time; ensure team is motivated, productive and fully compliant with all regulations, legislation and team values and behaviours
Managing all CRM platform structures to ensure seamless CRM communications delivery throughout the customer lifecycle
Ensuring the customer selection segmentation aligns with the campaign objectives and department KPIs
Developing testing strategies for all aspects of the CRM using Sales Force and/or any other CRM tool to ensure the most effective approach for the company and its products.
Ensure that all activity delivered is consistent with the Brand guidelines and fully compliant with all regulatory and advertising guidelines in force for each brand/territory; ensure all media activity is approved by Compliance team
Work with the CRM Operations and Development teams to facilitate testing of new products to ensure it is compatible with the CRM platform and that the CRM users are able to maximise the value
Work with CRM Operations team to effectively ensure the information assurance and the integrity of the Sales Force Marketing Cloud (and/or any other CRM platform), responding to issues raised by this team and driving resolution with Sales Force Marketing Cloud and BI Manage the open cases with SFMC and serve as a 1st line for SFMC issues in CRM teams
Manage and control CRM campaign budget to ensure campaign ROI and commercial cost target are achieved and reported accordingly

What do you know that makes you a great CRM Manager?

Proven experience of managing CRM activity at a gaming company or large eCommerce company
Extensive experience of customer data strategy development and management; strong appreciation of database marketing and the ability to specify data schemas and technology/tool requirements to deliver the CRM plan
Experience in developing and executing plans with strong creative executions
Strong organizational skills and experience of balancing multiple projects at once
Evidence of strong people and project management skills
Strong financial, analytical and cost management skills
Very strong communications skills (written, verbal and presentation)
Extensive experience of all direct response marketing channels including DM, eCRM, push, SMS, onsite promotions, telemarketing etc.
Ability to develop strong working relationships with internal and 3rd party service providers
Strong customer ethos and the ability to channel insight into profitable deliverables
Good IT skills including strong experience of Microsoft Office (Excel, Word, Power Point and Outlook etc)
Good technical skills in HTML and knowledge of Dreamweaver required
Gaming and/or Sportsbook knowledge an advantage.

Salary circa 50k based on experience with bonus, an excellent relocation package and private healthcare.

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