CRM Specialist

The CRM Operations Specialist will play a crucial role in the execution, implementation, and analysis of the Customer Relationship Management (CRM) promotional plan within our online casino. The CRM operations specialist will be responsible for accurate coordination and execution of the CRM calendar, driving player engagement, retention, and reactivation through effective CRM campaigns. This role requires a deep understanding of the online casino industry, strong analytical skills, and the ability to work in a fast-paced, dynamic environment.

Key Responsibilities:

1. CRM Campaign Execution:

• Campaign Planning: Assist in developing, coordinating and executing the CRM promotional plan based on the casino’s objectives, player segmentation, and player lifecycle.


• Content Creation: Collaborate with the content and creative teams to create compelling campaign materials, including emails, SMS, in-app notifications, and other relevant communication channels.


• Execution & Coordination: Ensure timely execution of all CRM campaigns across multiple channels, coordinating with relevant teams to meet deadlines.


• Promotions Management: Manage the creation, approval, and distribution of promotional offers, including bonuses, free spins, and loyalty rewards, ensuring they align with the overall CRM strategy.

2. CRM System Management:

• System Maintenance: Regularly update and maintain the CRM systems, ensuring all player data is accurate, up-to-date, and appropriately segmented.


• Automation & Workflows: Implement automated workflows and triggers within the CRM system to streamline player communication and ensure timely delivery of campaigns.


• Troubleshooting: Identify and resolve any technical issues related to the CRM system, working closely with IT and third-party vendors when necessary.

3. Data Analysis & Reporting:

• Campaign Performance: Monitor and analyze the performance of CRM campaigns, providing detailed reports on key metrics such as open rates, click-through rates, conversion rates, and ROI.


• Player Insights: Conduct in-depth analysis of player behavior and preferences, using data to refine segmentation strategies and improve the effectiveness of future campaigns.


• Reporting: Prepare regular reports for the CRM Manager and other stakeholders, highlighting key trends, successes, and areas for improvement.

4. Player Segmentation & Targeting:

• Segmentation Strategies: Develop and refine player segmentation strategies based on demographic, behavioral, and transactional data.


• Targeted Campaigns: Create targeted campaigns for different player segments, including new players, VIPs, dormant players, and churned players, with the goal of maximizing engagement and revenue.


• Personalization: Implement personalization tactics within CRM campaigns to enhance player experience and increase campaign effectiveness.

5. Compliance & Risk Management:

• Regulatory Compliance: Ensure all CRM activities comply with relevant regulations and industry standards, including GDPR, anti-money laundering (AML) policies, and responsible gambling practices.


• Risk Management: Identify potential risks within CRM activities, implementing safeguards to protect player data and prevent fraud.

6. Cross-Department Collaboration:

• Stakeholder Communication: Work closely with various departments, including marketing, customer support, product, and finance, to ensure alignment on CRM strategies and campaign execution.


• Feedback Loop: Gather feedback from customer support and other frontline teams to continuously improve CRM efforts and address player concerns.

7. Continuous Improvement:

• Industry Trends: Stay updated on industry trends, competitor activities, and emerging technologies to ensure the CRM strategy remains competitive and innovative.


• Process Optimization: Continuously seek ways to optimize CRM processes, reduce inefficiencies, and improve overall campaign performance.

Qualifications:

• Education: Bachelor's degree in Marketing, Business, Data Analytics, or a related field.


• Experience:


• 2-5 years of experience in a CRM role, preferably within the online casino or igaming industry.


• Proven track record of executing and analyzing successful CRM campaigns.


• Technical Skills:


• Experience in CRM platforms (e.g., Salesforce, Optimove, Fasttrack, HubSpot, or industry-specific tools).


• CRM backoffice knowledge (e.g. Everymatrix) is a plus


• Strong understanding of data analysis tools such as Excel or Google Analytics.


• Experience with content management systems (e.g. CMS) is a plus.


• Previous experience with task management tools (e.g Teams, Monday, Jira etc)


• Analytical Skills: Ability to interpret complex data sets and translate findings into actionable insights.


• Communication: Excellent written and verbal communication skills, with the ability to create compelling content for various channels.


• Attention to Detail: Strong organizational skills with an eye for detail and accuracy.


• Team Player: Ability to work collaboratively in a team environment and manage multiple stakeholders.


• Problem-Solving: Proactive approach to identifying issues and finding effective solutions.

Key Competencies:

• Strategic Thinking: Ability to think strategically and contribute to the development of the CRM promotional plan.


• Creativity: A creative mindset with the ability to develop engaging and innovative campaigns.


• Customer Focus: Deep understanding of customer needs and the ability to create personalized experiences that enhance player loyalty.


• Adaptability: Comfortable working in a fast-paced, dynamic environment with the flexibility to adapt to changing priorities.

Working Conditions:

• Location: hybrid


• Hours: Monday-Friday 09-18