Key Responsibilities

• Develop and execute the CRM strategy to maximize customer engagement, retention, and lifetime value.

• Collaborate with the marketing team to align CRM initiatives with the overall brand strategy and marketing calendar.

• Work closely with the product and customer support teams to align retention and engagement strategies with overall business goals.

• Design and manage customer segmentation strategies to deliver tailored campaigns to distinct player segments.

• Develop personalized journeys for key customer groups, such as new, active, dormant, and VIP customers.

• Analyse data to segment players and tailor retention strategies based on regionalisation + player preferences like game type and deposit methods.

• Manage and optimise the use of data in Solitics to track player interactions, preferences, and behaviour.

• Create, manage, and optimize multi-channel CRM campaigns, including email, SMS, in-app messaging, push notifications & gamification strategies.

• Manage the end-to-end campaign lifecycle, including planning, execution, monitoring, and post-campaign analysis.

• Create personalized and engaging content that aligns with player segments, value and preferences.

• Plan, manage and deliver multi-channel campaigns which will increase the time a player spends engaging with the product.

• Design and implement retention and reactivation programs that drive player engagement and prevent churn.

• Develop automated lifecycle programs, including onboarding, deposit reactivation, and win-back campaigns.

• Develop and implement gamification strategies to enhance engagement and player loyalty, including missions, challenges, and reward systems.

• Monitor and analyze the effectiveness of gamified elements to ensure they are meeting engagement and retention targets.

• Analyze CRM data to understand customer behavior and identify trends, insights, and opportunities for optimization.

• Produce regular performance reports, tracking key metrics such as conversion rates, customer lifetime value, churn rates, and ROI on CRM activities.

• Implement A/B tests to optimize campaigns and increase the effectiveness of CRM efforts.

• Continuously refine strategies based on test results and customer insights.

• Collaborate with the operations team to leverage insights for more effective segmentation and targeting.

• Collaborate with the Product and GSP departments to ensure that the player's user experience across all touchpoints is seamless and optimal.

• Ensure that all CRM activities comply with data protection regulations and industry standards, particularly around player safety, FICA and responsible gaming.

• Create high-level, visually compelling graphic assets for CRM campaigns, including email banners, promotional visuals, and mission-based graphics.

• Mentor and manage the Playa Bets designers.