Customer Engagement Casino Manager

Customer Engagement Casino Manager is responsible for the development and execution of casino campaigns portfolio and targeted offers for existing clients, as well as managing casino customer base activity and NGR.                   

Responsibilities:        

  • Coordination with global and regional Marketing and Games of a Chance team to develop campaigns plan aiming at different customer base segments on a monthly and weekly basis.                        
  • Development of new casino offers and bonus mechanics as well as their terms and conditions.
  • Development and testing of new casino campaign ideas and segments, including briefs, copy, goals and KPIs.                                
  • Management of customer base lifecycle starting from onboarding to development, cross-sell, retention and win-back.                        
  • Co-operation with Analytics Team on customer segmentation and analytics, including campaigns post-analysis and optimization, ROI and costs, offers and bonus spend efficiency.
  • Management of promotional tools, channels and bonus tools development and utilization, as well as coordination with the IT department for development roadmap and implementation.
  •  Co-operation with the Designs department on the development of design concepts for promo campaigns and offers.                        
  • Close coordination with customer support to providing transparency and visibility for CS agents on existing campaigns, support in agents’ education and further complaints/requests resolution.
  • Management of Customer Engagement Executives in regards of campaigns plan and bonus mechanics execution
  • Data management and post-analysis of campaigns
  • Supervising casino Engagement Campaigns Production process and signing-off campaigns and offers before publishing/sending out by CE Executives.
  • Troubleshooting of casino campaigns technical setup and Customer Engagement Executives’ coordination in the troubleshooting process.
  • Close co-operation with local Marketing teams in terms of pushing Engagement promotions to Social Media channels for re-targeting purposes.                           

Requirements:
                        

  • Casino enthusiast, strong knowledge of casino games and customers behaviour                        
  • Previous experience working as a CRM/marketing in the online gaming industry is essential
  • Highly customer-centric with a great understanding of a customer lifecycle, behaviour and customer journeys                        
  • Passion to drive optimization through quantitative & qualitative insights
  • Good knowledge of CRM communication channels and overall campaign Best Practice
  • Strong cross-functional coordination
  • Strong Time Management skills

    

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