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.

Requirements:

• 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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