About the position
CRM Operations Executive
We are looking for various roles - depending on level and experience
Key Skills:
- Customer service and issue resolution
- Exceptional written communication
- Strong analytical and numerical abilities
- Proficiency in Microsoft Office
Key Requirements:
- Bachelor's degree in Marketing, Business Administration, or a related field
- Experience in CRM operations or Marketing Operations roles
- Strong analytical skills with expertise in data analysis
- Hands-on experience with CRM software and tools (e.g., Xtremepush, Optimove, or similar)
- Proven ability to configure and test communication strategies and customer rewards
Overview & Purpose:
Our client is a leading online casino, who is seeking a detail-oriented and highly organized CRM Operations Executive to join our dynamic team.
This role is critical in supporting the CRM team to execute customer relationship management strategies, optimize operational processes, and ensure seamless communication with our players. The ideal candidate will possess strong operational and analytical skills, coupled with a passion for enhancing customer experiences within the online gaming industry.
You will play a central role in ensuring all CRM strategies are developed, tested, and launched on time while maintaining the highest quality standards. Responsibilities include crafting personalized and engaging content tailored to player segments, planning and executing multi-channel campaigns to boost player engagement, and collaborating with Product and GSP departments to optimize the player experience across all touchpoints. Additionally, you will manage and optimize data and systems like XP and Optimove to track player interactions, preferences, and behaviors.
Key Responsibilities:
- Assist in the day-to-day operations of the CRM department, ensuring smooth execution of campaigns and initiatives.
- Support the development and implementation of CRM processes and workflows to improve efficiency.
- Manage and maintain customer databases, ensuring data accuracy and integrity.
- Collaborate with cross-functional teams (Acquisition, Design, Player Development, Customer Support, Product Development, Games, Design, and BI) to align CRM strategies with business objectives.
- Monitor communication performance metrics, generate reports, and identify areas for improvement.
- Conduct regular audits of CRM systems to ensure compliance with data protection regulations and internal policies.
- Coordinate the execution of player promotions, rewards, and loyalty programs, ensuring timely and accurate delivery.
- Address operational issues and provide solutions to enhance customer satisfaction and performance.
- Stay updated on industry trends, tools, and technologies to improve CRM operations.
- Support and test new features and product developments.
- Ensure all games, promotions, and rewards are thoroughly tested before going live.
- Manage customer service escalations related to CRM activities.
This job description is not exhaustive, and the job holder may be required to undertake additional responsibilities to meet business objectives.
Essential Criteria:
- Bachelor's degree in Marketing, Business Administration, or a related field.
- Proven experience in CRM operations or Marketing Operations.
- Strong analytical skills with experience in data analysis.
- Exceptional communication and interpersonal skills, with the ability to engage effectively with customers and team members.
- Proficiency in CRM software and tools (e.g., Xtremepush, Optimove, or similar).
- Experience in configuring and testing communication strategies and customer rewards.
- Creative thinker and problem solver.
- Excellent attention to detail and organizational skills.
- Understanding of customer journey mapping and player engagement strategies.
- Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.
Desired Skills:
- Knowledge of relevant regulations and compliance issues within the online gaming industry.
- Experience in the online gaming or gambling sector.
- Familiarity with loyalty programs and customer segmentation.
- Understanding of player psychology and behavior.
Person Specification:
The ideal candidate will be:
- Self-motivated, energetic, and proactive.
- Skilled in relationship management and collaboration.
- Customer-centric with a strong service-oriented mindset.
- Discreet and professional, with the ability to handle sensitive information confidentially.
- Target-driven with excellent decision-making and problem-solving skills.
- Innovative, with the ability to think "outside the box."
- Possessing a strong work ethic and the ability to thrive in a fast-paced environment.
- Detail-oriented with effective communication skills, both written and verbal.
Reporting:
- Managerially Accountable to: Head of CRM
Desired Skills:
Desired Qualification Level:
About The Employer:
- 10 Years established
- Entrepreneurial start up mindset
- Hybrid model - 4 x days at office , one day at home
Employer & Job Benefits:
