CRM Lead, Gaming

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As CRM Lead, Gaming you will be responsible for developing and implementing CRM strategies to drive customer engagement, retention and loyalty for our online casino product.

You will be a key member of the gaming CRM team; who are responsible for creating strategic CRM roadmaps, executing and analyzing campaign performances which aim to drive long-term customer engagement & loyalty. Your knowledge of the online casino industry and the customer behavior will be essential in driving meaningful progress.

The salary range for this position is between $75,000 and $105,000 annually.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

• Experience working in a CRM or marketing related role preferred.
• Commercially minded, data literate with strong analytical skills and comfortable in using raw data to draw useful conclusions and make up decisions.
• Comprehensive knowledge of Customer Data Platforms (e.g. Optimove) and/or Execution Platforms (Braze) is essential.
• Deep understanding of the online gaming industry, understanding of the main competitors, as well as experience in managing CRM and promotions across gaming or sportsbook
• Proven track record of delivering growth through promotion and retention strategies
• Experience with planning, project management, execution and evaluation against target metrics
• Results driven with the desire to test, re-evaluate, optimise, and test again
• Work to tight deadlines on own initiative and under pressure to deliver results to meet the needs of stakeholders.
• Interact with a range of different departments and build strong cross-departmental relationships.
• Communicate effectively and clearly with all levels of staff both verbally and in writing.
• Make sound, logical decisions and have the drive to see projects through to completion.

• Leading on the planning and management of customer promotions and loyalty offers, and reporting on campaigns & business performance
• Managing CRM workflows from initial briefing requests to final delivery and reporting; working closely with stakeholders from Marketing, Content, Design, Customer Support and Product (Dev) to ensure seamless and successful outcomes of best-in-class CRM initiatives.
• Promoting a data-driven culture within the team; adopting a robust test and learn approach to CRM (e.g. A/B, MVT, Control Testing), ensuring that all learnings are captured and used to optimize future marketing campaigns.
• Defining and implementing localized CRM strategies across key territories; delivering campaign roadmaps of high standard and in a timely manner.
• Establishing and tracking key performance indicators (KPIs) to measure the success of the CRM campaigns, using these indicators to enhance all stages of customer lifecycles and optimising customer lifetime value; continuously evaluating the effectiveness of the CRM strategy and adjust it as necessary
• Overseeing the bonus budget and engagement KPIs for your territories, ensuring cost-effective implementation of campaigns is applied through data-driven learnings and multivariate testing.
• Leading the monitoring and evaluation of campaigns through the support of CRM Analytics team; analyzing customer data, behavioral patterns and campaign KPIs to identify opportunities for future optimization
• Presenting reports and territory insights to senior stakeholders which demonstrate a deep understanding of the CRM activities; outlining the impact of CRM campaigns, successes, challenges and recommendations.
• Monitoring industry best practices and competitor trends to ensure CRM plans are relevant and delivered to the highest possible standard.
• Liaising with key stakeholders and other Marketing departments to maximise opportunities and help ensure the objectives of the department are achieved.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.