Head of CRM (Gaming)

Our client operates in the gaming industry and has a number of jurisdictions/sites that they operate in.  As they are growing, they would like to engage a Head of CRM to manage the Global Casino CRM team 

The Role

• You will be managing the whole Global Casino CRM team and reporting directly to the CEO and COO
• You will manage the full CRM process, from strategical planning through to gathering of data and analysis
• You will ensure a high level of targeting, data collection and analysis of the client base
• You will be responsible for full planning and budgeting to improve customer engagement
• You will increase the retention and reactivation rates and average revenue per user for Casino customers
• Do the Marketing and Sales strategy to plan operational and promotional actions supporting long-term marketing strategy to increase sales,
• Aim to reduce churn and improve player lifetime value and increase the net revenue growth
• Analyse players data to create sophisticated customer segmentation and tailored made offers
• Handle CRM campaigns to ensure consistency, attractiveness, cost-effectiveness, relevance and alignment with other areas of the business, at all times
• Have strong relationships with the marketing, product, analytics and territory teams to design marketing initiatives and test new innovative ideas to increase the number and value of players.
• Work closely with the designer and copywriter team to ensure consistency of automated and ad hoc bonus campaign content in accordance with brand guidelines
• Conduct ongoing reviews of daily and weekly performance of key business KPI s and player behaviours with
  the aim to make quick adjustments where required and / or identify opportunities for automation
• Be aware and apply all applicable regulations and legislation and ensure that all risks within areas of responsibility are identified and managed effectively
• Proactively manage budget to meet the desired balance between ROI and spend
• Do ongoing analyses but with a minimum of monthly and quarterly analyses of all results against agreed objectives to furnish excellent reporting to the CEO
• Ongoing review of daily and weekly performance of key business KPI s and player behaviours with the aim to make quick adjustments where required and / or identify opportunities for automation
• Monitor competitor’s campaigns in order to understand trends in the industry and improve strategy
• Liaise with the acquisition team to optimise conversion rate

• You must be data driven, a result-oriented and proven revenue manager who is customer-focused and possesses strong commercial awareness and analytical skills
• Have proven, relevant work experience, particularly with managing CRM operations and promotions
• Have deep knowledge and understanding of online casino activities, experience in the industry and passion for our Casino products is a must
• Be able to work at a fast pace, whilst still showing meticulous attention to detail
• Have excellent planning, organisational, prioritisation and project management skills
• Be commercially minded, data literate with strong analytical skills and comfortable in using raw data
• Know about CRM systems and processes, previous experience with Optimove is a plus
• Know HTML coding & Dreamweaver
• Have excellent planning, organisational, prioritisation and project management skills

• Having a tertiary degree in Marketing &/or IT is a strong desirable