Early Life & Retention CRM Manager - Betfair International

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London, United Kingdom Marketing Permanent

The role: Early Life & Retention CRM Manager – Betfair International

We are looking for a CRM Manager to join our growing Betfair International team in London.

Are you our next star player?

The Early Life & Retention CRM Manager will be a pivotal role in the newly formed Betfair International CRM team.  This team has the ambition to be the most progressive and effective CRM team in the group.  We will build innovative solutions across international geographies, that drive value both for customers and the organisation through outstanding automated communications that bring the brand to life in a way that is personalised to customers’ preferences, life stages and the actions that we want them to take.

Why we need you:

  • Reporting directly to the Head of Customer CRM, the Early Life & Retention CRM Manager will:
  • Collaborate with our commercial colleagues to ensure that their briefs are understood, prioritised and planned in ways that are efficient, effective and appropriate to the scale of potential return.
  • Support Planning to develop strategic approaches to answer commercial briefs, addressing to senior level colleagues to gain consensus and managing the process and workflow to deliver them.
  • Deliver and execute personalised marketing to engage and retain customers, ensuring they stay with us longer, play with us more and recommend us.
  • Stretch the capabilities of our targeting and creative technology, to ensure customers have the best in class experience with us, no matter where in the world they are.
  • Ensure that the needs of each region are met within the guardrails of a scalable approach to communications, re-purposing and adapting rather than reinventing and duplicating.
  • You will manage one direct report and work closely with the Head of CRM, Planning, Creation & Innovation, Data Deployment, Digital, Brand, Data Privacy & Commercial teams, balancing competing priorities and management of the contact strategy for customers either in their early life or who have disengaged.

Who we’re looking for:

Our CRM managers need a diverse range of skills as their roles cover three key areas of our business:

Stakeholder management:

  • Develop strong working relationships with stakeholders, ensuring that resource is deployed to meet their needs.
  • Communicate flawlessly, ensuring the business is updated on CRM plans and their performance regularly.
  • Translate requirements into data & creative briefs, ensuring clear communication between teams.
  • Line manage a CRM Executive, developing work plans which align to the team goals, helping them devise personal development plans and providing ongoing mentorship and support.

Creative execution:

  • Manage the creative build & execution of all communications so that they tell a compelling story: content must be expertly written & visually best in class, data and insight driven and inspire the right kind of customer action.
  • Challenge the approach to automation, where relevant aiming to reduce manual work and the risk of human error.
  • Resolve errors within campaign templates, resolving them as quickly as possible & create preventative measures.
  • Ensure all messaging is aligned with relevant regulations and legislation

Strategic support:

  • Work with the Planning Manager and support their development of the longer-term customer contact strategy.
  • Put the customer experience at the heart of what you (and your team) do, be customer led as opposed to product led.
  • Strive to make major step changes in the CRM activity that propel growth, by challenging the status quo and improving processes.

Your experience:

  • 5+years in CRM related, creative development environments.
  • Work in complex matrix managed environments with a proven ability to manage stakeholders.
  • Management of a range of media channels and CRM programmes that drive improved commercial performance.
  • Use of Adobe to deploy campaigns.
  • Experience working with ESPs.
  • Good knowledge of sports, online gaming or gambling (desirable).
  • Previously used Moveable Ink technology or similar (desirable).

Your skills:

  • Excellent stakeholder management and communication skills.
  • Ability to implement sophisticated customer segmentation and multi-touch campaign strategy.
  • Knowledge of CRM systems & processes.
  • Excellent Copywriting skills & implementing messaging hierarchies.
  • Extensive knowledge of Email HTML & JavaScript to build Email Templates.
  • Knowledge of ESP technical setups, JSON’s, CSS & SQL DB.
  • Technical knowledge of databases, HTML, JAVA & Adobe Campaign/ESPs.
  • Be comfortable creating dynamic content using platforms such as Moveable Ink.
  • Comfortable using Photoshop, Illustrator, Sketch, InVision and HTML editing software (e.g. Dreamweaver, Atom etc).
  • Data literate and comfortable in using data to make better decisions.
  • Familiar with GDPR & can navigate other regulatory requirements.

Your behaviours:

  • Customer obsessed: Puts customer insight at the heart of everything that we do.
  • Hungry for results: Focuses on outcomes not outputs.
  • Wins together: Strong team player that others want on their side.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria, we’ll schedule a zoom interview.

The Group

PokerStars and Betfair International are part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange.

Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact: talent@starsgroup.com

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.