CRM Operations Manager

As a CRM Operations Manager, you will be responsible for leading the operations and delivery of the Gaming CRM initiatives whilst maintaining a high level of accuracy and efficiency. 

We are keen to welcome candidates for the role of CRM Operations Manager based in our Malta office. You will be working closely with senior management 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 plays a pivotal role in driving engagement and retention through innovative campaigns and rewards. We are seeking a highly motivated CRM Operations Manager to lead our operations and ensure the seamless execution of our CRM strategies. 

This is the perfect opportunity for a self-starter who is comfortable with learning complex systems and demonstrates a flexible and adaptable working style that responds quickly and efficiently under pressure. 

You will be operating at a supervisory level or above, will be able to manage and monitor departmental workloads, and demonstrate success in coaching and developing staff. 

Preferred Skills, Qualifications and Experience:

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in CRM operations management, preferably within the gaming or online betting industry.
• Background using CRM and bonus systems (CDP, CEP, third-party bonus tools).
• Strong understanding of regulatory frameworks and compliance related to CRM operations.
• Excellent leadership and team management skills with the ability to motivate and develop team members.
• Exceptional organisational and project management skills with a keen attention to detail.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and stakeholders.

Main Responsibilities:

• Overseeing the department's gaming operational responsibilities, ensuring timely completion of bonus fulfilment for all gaming CRM campaigns while upholding high quality QA standards. 
• Managing the requirements for campaign fulfilment touchpoints, acting as the primary point of contact for the department in this area, including bonus tool integrations, automation and innovations. 
• Leading new bonus tool implementations, solutions, or improvements that enhance the effectiveness and efficiency of the department; enabling CRM campaigns to scale.
• Delegating fulfilment plans to CRM Operational Coordinators; providing guidance, support and training when required to ensure knowledge is shared, team members develop their skills, and also the successful execution of CRM initiatives.
• Recruiting and managing a dedicated CRM operations function, including training and retaining staff to support an expanding global CRM department. 
• Ensuring all customer bonuses and rewards comply with regulatory standards across all territories, maintaining a thorough understanding of licensing frameworks relevant to CRM operations and campaign fulfilment.
• Planning CRM workflows and crediting requirements for all Gaming CRM campaigns, including cross-sell initiatives, continuously seeking improvements in operational practices and bonus tool efficiencies to enhance the customer experience.
• Driving strong collaboration with wider team, including CRM Country Leads, analytics, project and lifecycle teams, as well as key stakeholders from Gaming Product and third-party bonus suppliers to ensure alignment and support for CRM operations.
• Staying informed about all global promotional plans (both above and below the line) to ensure CRM Operations are equipped to meet business needs effectively, especially through peak periods.
• Developing and implementing comprehensive test and approval plans for all bonus functionalities and providing reporting to support the wider CRM team to track performance and outcomes of bonus engagement KPIs.

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