CRM Planning Executive

Accountancy and Insurance


RecruitGibraltar are currently recruiting for a CRM Planning Executive to join a leading online betting and gaming company, with a strong track record of digital innovation. As an online focused business, with a mobile first ethos they brings the excitement of sports betting, casino games, poker and bingo to a rapidly growing number of customers in the leisure betting and gaming market; they have sustained rapid growth over the last few years and are expanding further.

What is the plan for the CRM Planning Executive role?

The CRM Planning Executive is responsible successful delivery of agreed quality campaigns/communication to our customers. The role is responsible for the development, successful execution and on-going optimisation of the outputs from the team across automated journeys, campaign communications, newsletters and value statements.
The CRM Planning Executive works within the CRM Planning team and reports to the CRM Planning Manager.

What will you do as a CRM Planning Executive?

• Delivery of all CRM PLANNING activity for the business – including e-mail, direct mail, SMS marketing, site/mobile messaging, telemarketing, live chat, loyalty programme(s) and other activity streams as required
• Work closely with the Brand and Promotional teams on the promotional calendar, ensuring that all campaigns are delivered in line with the plans agreed across the business to ensure meaningful campaign data can be extracted to drive effective decision making going forward
• Ensure that all activity delivered is consistent, of excellent quality and follows the brand guidelines as well as best practice and that all materials are fully compliant with all relevant legislation
• Ensure CRM campaigns are compliant with quality assurance ensuring that quality standards are met to deliver excellent customer service
• Work with BI to deliver effective and regular data mining and segmentation solutions in order to send targeted and timely communications to the customer
• Drive forward the performance of all marketing campaigns in terms of, Open Rate, Click rate, Take up rate and ROI whilst reducing unsubscribe rates
• Map, create, test new customer journey for every stage of the customer lifecycle to maximise customer retention and activation, reduce churn, increase bet frequency and customer value
• Implement testing plans to develop rich and dynamic content, subject lines and promotional offers
• Monitor customer experience across all channels and make changes where required through support teams and work collaboratively to ensure any sub-optimal items/processes/pages/etc. are improved
• Work to continually improve creative techniques, performance and output/productivity levels to ensure the quality of the team’s outputs
• Keep abreast of industry best practice and report on/share learning’s8 with the wider team in a structured, effective, consistent and objective way to improve the capability of the team
• Liaise with Customer Service with terms of offers and all communications sent to database to develop the team’s understanding which will in turn improve the service provided to our customers and reduce customer complaints and service failures

What do you know that makes you a great CRM Planning Executive?

• Experience of working in a marketing / CRM team, either agency or client side, ideally in the online betting or gaming industry
• Good knowledge of Email and overall campaign Best Practice
• Strong communication skills (verbal, written and presentation) with an inquisitive mind-set
• Experience of actively using and optimising CRM techniques including segmentation, campaign planning, implementation and evaluation
• Strong communication skills (verbal, written and presentation) and the ability to work with a variety of teams within a company
• Good IT skills including strong experience of Microsoft Office (Excel, Word, Outlook etc.)
• Experience of working with Content and/or Campaign Management Systems preferred
• Very organised and with a strong work ethic
• Experience using Salesforce an advantage
• Gamin and/or Sportsbook experience an advantage
• Sales Force knowledge an advantage

Salary Up to £25k based on experience with bonus, an excellent relocation package and private healthcare.

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