Purpose of the Role: To assist the CRM Manager and the CRM Team in delivering a fast and efficient CRM operation.
?? Working with Country Managers and Senior CRM team members to create an ongoing communications plan for distinct, multi-national territories.
?? Configuring and executing all CRM activity for the business, including email, direct mail, SMS marketing and site/mobile messaging.
?? Proofing all campaigns and ensuring that quality standards are met.
?? Driving forward performance of email marketing in terms of Open Rate, Click Through Rate and ROI, whilst reducing unsubscribed rates.
?? Implementing testing from CRM meetings, to develop rich and dynamic content, subject lines and promotional offers.
?? Monitoring customer experience across all channels and making changes as required (through support teams), to ensure any sub-optimal items/processes/pages etc. are improved.
?? Continually improving creative techniques, performance and output/productivity levels.
?? Adhering to CRM communications calendar to ensure that all campaigns are delivered in a timely manner and within pre-approved deadlines.
?? Ensuring timely and on target configuration and execution of CRM campaigns.
?? Effectively communicating on campaign definitions and builds, revising campaigns on a continuous basis and communicating any changes to the key stakeholders.
?? Ensuring that all campaigns are configured according to campaign definitions.
?? Ensuring the campaign builds are updated to reflect any changes to our products and key seasonal events.
?? Maintaining details of contract strategy, together with key information/data to support revisions/optimisation.
?? Maintaining consistent contact with customers and optimising customer journey across products and platforms.
?? Co-ordinating between stakeholders to ensure efficient creation and execution of campaigns.
?? Driving flexible and creative CRM initiatives, in close alignment to CRM Analyst recommendations.
?? Supporting the CS and Product Teams by dealing with player query escalations pertaining to campaign configuration, target audience, suppression criteria, contact rules etc.
?? Keeping abreast of professional knowledge by maintaining personal networks and studying developments within the industry, to ensure that Panserve is one-step ahead. Participating in training as appropriate to maintain own professional expertise and CPD.
?? Escalating issues to Senior CRM Team members as appropriate.
?? Undertaking other reasonable duties as instructed by senior management.
Required Skills and Abilities:
- Minimum 1 year experience in configuring communication across media of email, SMS, Push and Direct Mail.
- Customer focus and commitment to excellent service.
?? Good working knowledge of Microsoft Office applications, particularly Excel.
?? Excellent verbal and written communication skills in English.
?? Accuracy and strong attention to detail.
?? Excellent numeracy and analytical skills.
?? Good report writing skills.
?? Proactive and results driven approach.
?? Good organisation and prioritising abilities.
?? Ability to multitask and work under pressure.
?? Exceptional creative thinking and problem-solving skills.
- Good interpersonal and relationship building skills.
- Ability to learn quickly in a changing environment.
- Confidence and ability to deal with difficult situations.
- An interest and understanding of Sport is essential.
Desired Skills and Abilities:
?? Degree in computer science or equivalent through experience.
?? Recent experience in a relevant gaming/betting role (CRM, Communications, Product).
- Strong presentation skills.
- Profound experience of managing stakeholders.
- Conceptual understanding of audience segmentation would be advantageous.
?? Strong knowledge of HTML coding for emails.