CRM Planning Executive - Nationwide

Role Purpose The CRM Planning Executive is responsible successful delivery of agreed quality campaigns/communication to our customers. The role is responsible for the development, successful execution and on-going optimisation of the outputs from the team across automated journeys, campaign communications, newsletters and value statements.
The CRM Planning Executive works within the CRM Planning team and reports to the CRM Planning Manager.
Key Responsibilities

• Ensure delivery of all CRM activity for the business, including e-mail, direct mail, SMS, and other channels as required:
  • Coordinate the execution of BAU by Manila CRM Executives
  • Manage the support chat groups for the Manila CRM Executives
  • QA and approval of campaigns executed by the Manila Executives
  • Build and manage journeys to maximise customer retention and activation, reduce churn, increase bet frequency and customer value
  • Build and manage automated campaigns
  • Manage and execute DM campaigns
• Work closely with the Brand and Promotional teams on the promotional calendar, ensuring that all campaigns are delivered in line with the plans agreed across the business to ensure meaningful campaign data can be extracted to drive effective decision making going forward
• Ensure that all activity delivered is consistent, of excellent quality and follows the brand guidelines as well as best practice and that all materials are fully compliant with all relevant legislation
• Ensure CRM campaigns are compliant with quality assurance ensuring that quality standards are met to deliver excellent customer service
• Work with analysts to deliver effective and regular data mining and segmentation solutions in order to send targeted and timely communications to the customer
• Drive forward the performance of all marketing campaigns in terms of, Open Rate, Click rate, Take up rate and ROI whilst reducing unsubscribe rates
• Map, create, test new customer journey for every stage of the customer lifecycle to maximise customer retention and activation, reduce churn, increase bet frequency and customer value
• Implement testing plans to develop rich and dynamic content, subject lines and promotional offers
• Monitor customer experience across all channels and make changes where required through support teams and work collaboratively to ensure any sub-optimal items/processes/pages/etc. are improved
• Work to continually improve creative techniques, performance and output/productivity levels to ensure the quality of the team's outputs
• Keep abreast of industry best practice and report on/share learnings with the wider team in a structured, effective, consistent and objective way to improve the capability of the team
• Assist Customer Service team with queries regarding CRM activity

Qualifications and Educational Requirements

• Degree level education would be preferable but is not a pre-requisite

Specialist Skills and Experience Required

• Experience of working in a marketing / CRM team, either agency or client side, ideally in the online betting or gaming industry
• Good knowledge of Email and overall campaign Best Practice
• Strong communication skills (verbal, written and presentation) with an inquisitive mind-set
• Experience of actively using and optimising CRM techniques including segmentation, campaign planning, implementation and evaluation
• Strong communication skills (verbal, written and presentation) and the ability to work with a variety of teams within a company
• Good IT skills including strong experience of Microsoft Office (Excel, Word, Outlook etc.)
• Experience of working with Content and/or Campaign Management Systems preferred
• Very organised and with a strong work ethic
• Experience using Salesforce an advantage
• Gaming and/or Sportsbook experience an advantage