CRM Operations Coordinator

As a CRM Operations Coordinator, you will play a pivotal role in driving the execution and optimisation of CRM Gaming campaigns. You will work closely with various teams to enhance customer engagement and ensure the effectiveness of CRM strategies.

We are keen to welcome candidates for the role of CRM Operations Coordinator based in our Malta office. You will work alongside the CRM Operations Manager to support the short- and long-term objectives of the department.

At bet365, we pride ourselves on delivering an exceptional customer experience.

Our Gaming CRM team is instrumental in driving engagement and retention through innovative campaigns and rewards. We are seeking a highly motivated CRM Operations Coordinator to drive the execution and optimisation of CRM Gaming campaigns.

This is the perfect opportunity to join a new, exciting, and key function within the CRM department and you will be responsible for fulfilling all bonus requirements for our global CRM campaigns.

You will be a self-starter who is comfortable with learning complex bonusing systems and demonstrates a positive, flexible, and adaptable working style that responds quickly and efficiently under pressure.

Preferred Skills, Qualifications and Experience

• Previous experience in CRM Operations.
• Background using CRM and bonus systems (CDP, CEP, third-party bonus tools).
• Strong understanding of regulatory frameworks and compliance related to CRM operations.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Detail-oriented with a focus on delivering high-quality results in a fast-paced environment.
• Leading by example to demonstrate qualities of a strong team player.
• Passion for delivering exceptional customer experiences and driving business growth through CRM initiatives.

Main Responsibilities

• Assisting the CRM Operations Manager in the completion of all operational requirements for the department, ensuring the timely processing and fulfilment of bonuses and rewards for Gaming CRM campaigns.
• Coordinating the crediting of all customer bonuses and rewards in compliance with regulatory standards across all territories, developing a thorough understanding of licensing frameworks relevant to CRM operations.
• Testing new bonus functionalities or changes to existing bonus systems, provide clear and concise feedback which supports the needs of the department.
• Ensuring all campaigns undergo a robust QA process before launch, ensuring they meet briefing specifications.
• Providing feedback to the CRM Operations Manager, which aims to improve QA testing processes, allowing CRM activities to scale whilst reducing the risk of error.
• Tracking upcoming CRM promotional plans and developments to ensure that CRM Operations are equipped to meet business requirements.
• Fostering robust partnerships with internal and external teams to streamline campaign processes and enhance operational efficiencies.
• Providing insights and recommendations for the new CRM initiatives, identifying opportunities for improvement in customer engagement strategies.
• Collaborating with all key stakeholders across Marketing, Content, Gaming Product, and Development to ensure seamless delivery of CRM initiatives, facilitating effective communication and post-analysis reporting.
• Providing training and support to other team members to ensure consistency in campaign execution and knowledge gaps are closed.

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