Sportsbook CRM Manager
Our client, a successful and well-established iGaming operator in Tallinn is currently looking for a Sportsbook CRM Manager who will be responsible for the development and execution of sports campaigns portfolio and targeted offers, as well as managing sports customer base activity and NGR.
Coordination with global and regional marketing and trading team to develop a CRM campaigns plan aiming at different customer base segments on a monthly and weekly basis.
Development of new sports offers and bonusing mechanics as well as its terms and conditions.
Development and testing of new sports 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.
Management with BI function of customer segmentation and analytics, including campaigns post-analysis and optimization, ROI and costs, offers and bonus spend efficiency.
Management of CRM tools, channels and bonus tools development and utilization, as well as coordination with IT department for development roadmap and implementation.
Close coordination with customer support to provide transparence and visibility for CS agents on existing campaigns, support in agents education and further complaints/requests resolution.
Management of CRM executives in regards of campaigns plan and bonus mechanics execution as well as data management and post-analysis.
Sport enthusiast, strong knowledge of sports (local and international).
Previous experience of working in a Sport CRM/marketing in the online gaming industry is essential.
Highly customer-centric with 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.