CRM Country Lead (Gaming), Spain

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

As the CRM Country Lead for Spain, you will be pivotal in developing and executing CRM strategies designed to significantly enhance customer engagement, retention, and loyalty. Your role will involve leading the optimisation of the customer journey and elevating the overall experience for our Gaming Product customers.

You will be responsible for the strategic planning and execution of Gaming CRM initiatives within the Spanish market whilst providing insights to optimise future campaigns and improve the customer experience.

We are keen to welcome candidates for the role of CRM Country Lead based in our Malta office who will be reporting to the CRM Manager (Gaming) and work closely with senior management to support the short- and long-term objectives of the department.

You will be able to operate independently but have a team player attitude and demonstrate a flexible and adaptable working style that responds quickly and efficiently under pressure.

This is the perfect opportunity for a self-starter who is comfortable with analysing data and learning complex systems. You will have a passion for Gaming and an understanding of customer lifecycles including a knowledge of the promotions that appeal to our customers.

Qualifications

• Demonstrated CRM experience in a senior/similar role (or within CX/Marketing).
• Excellent knowledge of CRM (CDPs/CEPs), project management and business intelligence platforms.
• Passion for the Gaming Product and an understanding of CX strategies that appeal to, and drive engagement with Gaming customers.
• Outstanding analytical skills, and comfortable using data and customer insights to drive results.
• Strong knowledge of the iGaming industry; understanding of the main competitors, as well as experience in managing CRM and promotions across Gaming or Sportsbook.
• Proven track record of delivering growth through promotion and retention strategies.
• Experience with planning, project management, execution and evaluation against target metrics.
• Results driven with the desire to test, re-evaluate, optimise, and test again.
• Solid understanding of compliance and regulatory requirements, coupled with a commitment to upholding Company values and advertising standards in all CRM activities.
• Strong communicator and influencing skills with proven track-record of driving through winning recommendations.

Additional Information

• Developing and implementing CRM and promotional strategies tailored to the Company's values, vision and to the specific preferences of our customers.
• Delegating campaign plans to CRM Coordinators; providing guidance, support and training to ensure the successful execution of CRM initiatives.
• Approving campaigns before they go live; ensuring they meet briefing specifications, whilst being compliant with all applicable regulations and Company standards.
• Taking ownership of all campaign touchpoints; leading internal communications and ensuring there’s adequate coverage from both CRM and supporting stakeholders.
• Establishing and tracking KPIs to measure the success of the CRM campaigns, using these to enhance customer experiences while continuously evaluating the effectiveness of the CRM strategy and adjusting it as necessary.
• Overseeing the bonus budget and engagement KPIs for your territories, ensuring cost-effective implementation of campaigns is applied through data-driven learnings.
• Evaluating campaigns performance through the support of CRM Analytics; monitoring customer data, behavioural patterns and KPIs to identify opportunities for future optimisation and share insights with CRM Country Leads to ensure alignment with Business objectives.
• Presenting reports and territory insights to senior stakeholders which demonstrate a deep understanding of the CRM activities; outlining the impact of CRM campaigns, successes, challenges and recommendations.
• Championing the best ways of working with the customer data and customer execution platforms in your assigned territories; understanding the full functionalities and capabilities whilst keeping up-to-date with any innovation areas or new features on these platforms.
• Conducting market research and gathering competitor insights to help identify opportunities to improve the customer experience and communication strategy through targeted, localised and personalised campaigns across all customer channels.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.