CRM & Analytics Manager - Bahamas

  • Location: Nassau, Bahamas
  • Salary: Negotiable + Bonus and Benefits
  • Type: Permanent
  • Job reference: 20493

Experienced CRM & Analytics Manager with iGaming and/or Lottery experience required for a large growing business in the Bahamas. 

The company will offer an attractive package which will include a tax-free basic salary and bonus, relocation assistance and benefits.

The CRM lifecycle operation aims at optimising players’ activity, revenue, bonus cost, segments engagement for all company´s brands through a combination of retention automation, data modelling, life stage segmentation and campaigns optimisation leveraging existing tools such as Optimove.

You will be dedicated to building customer journeys to interact on a 1-1 basis with customers. You will define, develop and manage the automation retention execution for all brands (CRM and VIP) including partner brands, overseeing and monitoring the execution within the brands while ensuring these communications remain in sync with the monthly CRM/VIP promotional/campaign calendar across our various brands and services. You will analyse and report on the additional revenues generated through all lifecycle initiatives.

MAIN ACTIVITIES/KEY RESPONSIBILITIES:

  • Accountable for the lifecycle activity performance and the ROI evaluation against established customer value KPIs
  • Owning the A/B and/or multivariate tests to optimize campaigns quality and performance
  • Owner of Optimove (automated retention platform) maintenance, development, training and implementation of new features
  • Involved in all Brand campaigns planning and operations to optimise conversion, retention, churn prevention, reactivation optimisation activities
  • Accountable for the reach of funnels optimisation metrics within established quarterly customer segments revenue KPIs
  • Drive the ROI of customer incentives/bonus and rewards versus increasing customer lifetime value within the lifecycle journey context
  • Developing and implementing personalised multichannel, segmented life stage campaigns with a strong focus on Players lifecycle journeys based on player behaviours modelling
  • Monitor, analyse and continually refine the performance of automated behavioural and value-triggered propositions
  • Ensure an optimised use of all the channels (emailing, SMS, onsite) within the customer lifecycle context
  • Coordinate and provide visibility to all internal stakeholders
  • Establish KPIs reporting Optimove funnels and reflection of business KPIs

As a customer advocate within our business, elaborate data-driven and customer-oriented recommendations for Brands and VIP team to ensure the highest quality interactions with the customer across all lifecycle channels

COMMUNICATION

  • Establish efficient communication channels with stakeholders for effective running of lifecycle activities
  • Regular update communication on ongoing Lifecycle activities to relevant stakeholders
  • Communicate lifecycle plans and successes internally to ensure coordination across channels, function, departments
  • KPIs, Campaigns ROI communication and insight sharing with to relevant stakeholders
  • Weekly and Monthly strategic and operational meeting with relevant stakeholders for activities planning and KPIs insight
  • Monthly reporting on lifecycle activities based on a clear test and learn program
  • Developing & sharing best practice with in-house and partner brands through regular meetings, workshops

RELATIONSHIPS

  • Working with the marketing team to ensure synergy in tools/technology used within brands
  • Working with marketing team to optimise automated lifecycle funnels
  • Working with product team to enhance vertical proposition within the communication funnels
  • Working with marketing team to deliver optimal customer experience.
  • Working closely with Optimove to ensure optimal services and cost optimisation

REQUIREMENTS

  • An analytical mindset
  • Strong organisational skills, excellent time management and experience of balancing multiple projects essential
  • Strong time management skills
  • Great understanding of a customer’s lifecycle
  • Knowledge about bonuses and able to calculate bonus costs
  • iGaming industry and Optimove experience required, CRM experience essential

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