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CRM Manager - Reactivation
Betsson Group is looking for a self-driven and detail-oriented CRM expert with a "can-do" attitude to join our Global CRM & Engagement department. This is an excellent opportunity to be part of a team of CRM enthusiasts dedicated to driving customer engagement and reactivation.
The role involves end-to-end management of reactivation lifecycle campaigns and communications across multiple brands, markets, and products. The primary focus is on winning back inactive customers and nurturing this segment to reduce repeated churn, directly impacting key performance indicators (KPIs).
Key Responsibilities:- Customer Communication & Campaigns: Execute hyper-segmented reactivation campaigns to engage inactive customers and minimize churn.
- Project Management: Utilize JIRA for efficient task and project management while ensuring seamless communication with stakeholders.
- Automation & Scalability: Implement automated campaign journeys to improve operational efficiency and campaign reach.
- CRM Budget Management: Leverage advanced prediction modeling to allocate budget effectively, optimizing investment in high-value customer segments.
- Campaign Optimization: Continuously refine and test audience segmentation and reward structures to maximize profitability.
- Analysis & Reporting: Conduct campaign performance analysis, measure ROI, and refine lifecycle offers for improved customer engagement.
- Process Improvement: Identify opportunities for enhancement within CRM operations and implement solutions to drive efficiency.
- Localization & Compliance: Tailor CRM strategies to align with market-specific regulations, trends, and competitor activity.
- Collaboration: Work closely with Customer Support to enhance customer journeys and reduce unnecessary support requests.
- Stakeholder Communication: Provide regular updates and insights to senior stakeholders on reactivation campaign success and customer behavior.
- On-Call Support: Participate in a rotational on-call schedule to manage any reactivation campaign-related incidents outside regular working hours.
- Minimum 4 years of CRM experience, ideally in the iGaming industry.
- Experience working in a multi-brand, multi-jurisdiction environment.
- Strong understanding of player segmentation, bonuses, and incentives.
- Ability to interpret CRM data and translate insights into actionable strategies.
- Proficiency in CRM tools and email marketing platforms, such as Salesforce or Xtremepush.
- Strong project management skills, with the ability to handle multiple campaigns at once.
- Results-driven mindset with a strong focus on customer engagement.
- Excellent written and verbal communication skills in English.
- Proficiency in Spanish, Portuguese, Greek, Latvian, Polish, or a Scandinavian language is a plus.
- Passion for online casino, poker, and sportsbook betting products.
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From a single slot machine in 1963 to being listed on Nasdaq Stockholm and holding gaming licenses in 22 countries, Betsson has come a long way. Today, we are a multi-national company employing some 2,300 people from 70+ nationalities in 18 locations. Betsson AB's headquarters are in Stockholm, Sweden, but the operational headquarters are in Ta' Xbiex, Malta. We refer to the operational subsidiaries as "Betsson Group".
Betsson’s operational subsidiaries’ vision is to deliver the best customer experience in the industry. We offer casino, sportsbook and other games via gaming licences in several countries in Europe, South America, North America, and Central Asia. The business model is to offer gaming under 20+ brands, including Betsson, Betsafe, Nordicbet and Casinoeuro. The brands are operated on a proprietary platform, which is the core of the offer and the customer experience.
Being a responsible operator in relation to customers, suppliers, authorities, investors and other stakeholders is a cornerstone of our business. Betsson is a member of the European Gaming and Betting Association (EGBA), ESSA (Sports Betting Integrity) and G4 (The Global Gambling Guidance Group).
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