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Head of CRM

Job Description

Key Responsibilities:

  • Owning, setting and executing the overall Customer Retention plan.
  • Own and set bonus requirements and budget for the business.
  • Management of development roadmap with regards to CRM.
  • Budget management for CRM activity.
  • Recommend suppliers for CRM tools.
  • Management of all customers touch points – SMS, Email, DM, and Outbound Calling & Social Media.
  • Management of the customer retention-marketing budget, plan aligned with the company revenue targets.
  • Customer analysis and research.
  • Implementing and management of customer segmentation.
  • Responsible for competitor promotional analysis.
  • Website content strategy.
  • Management of DM, Loyalty and promotional agencies where applicable.
  • Responsible for improving customer attrition rates.
  • Management of effective customer strategies to build loyalty and to create up and cross-selling opportunities.
  • Team management, goal setting and monitoring, training and management of appraisals.
  • Responsible for the VIP programme.
  • Focus group setting and consumer research studies.
  • Developing customer insights and understanding which customers are loyal to us.
  • Launching and measuring the success of a loyalty programme.
  • Looking to the future, and understanding what new developments can be expected in the coming months and years.


  • Previous background in Customer Retention in an eGaming environment.
  • Excellent communication skills, both verbal and written.
  • Presentation skills.
  • People management and leadership skills and ability to motivate employees in a high-pressurized environment.
  • Influencing and negotiation skills.
  • Good time management and organization skills.
  • Problem solving skills with the ability to adopt a logical approach to solving problems.
  • Good numeracy skills.
  • Competent technical skills.




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