UK CRM Manager / VBET

About the Company:
VBET is an international sports betting and gaming brand present in over 120 countries all over the world and powered in-house by Betconstruct. In order to continue driving growth in the UK market, we are seeking a highly skilled and experienced CRM Manager to take charge of our UK CRM program. The ideal candidate will have a proven track record in driving growth through CRM in the UK market, with a strong focus on campaigns and promotions across Casino and Sportsbook.
About the role:
As the CRM Manager, you will be responsible for developing and implementing effective CRM strategies and campaigns to surpass company objectives and targets in the UK market. This includes developing CRM and promotional strategies across all products, tracking and reporting of campaigns as well overall CRM program and driving customer satisfaction, retention and revenue growth.
Note: This role is based in London, with the requirement to be in the office four days per week.

Key Responsibilities:

• Develop and implement a comprehensive CRM and promotional strategy that aligns with the company's values and vision, and inspires customers to engage and interact with our brand at every touchpoint
• Drive seamless collaboration between the UK team and Product Teams by developing and maintaining detailed planning and timelines. Oversee the timely execution of plans and monitor productivity
• Work closely with the Product Marketing team to prioritize campaigns and offers from a customer perspective and ensure that communication strategy also best delivers their objectives and expectations
• Lead the ongoing evaluation of marketing campaigns and promotions through close collaboration with the analytics team. Analyze the productivity of past campaigns and make adjustments as necessary to optimize the success of ongoing ones. Work closely with the regional team to ensure the alignment of marketing campaigns with business objectives
• Develop and deliver local, personalized and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS, push notifications, and social media
• Drive customer satisfaction, retention, and revenue growth by identifying, prioritizing and implementing impactful initiatives while ensuring compliance with relevant laws, regulations, and industry standards
• Establish and track key performance indicators (KPIs) to measure the success of the CRM program, and continuously evaluate the effectiveness of the strategy and adjust it as necessary
• Have a comprehensive understanding of financial performance and reporting
• Drive conversion, retention and reactivation rates by crafting impactful communication and promotional strategies
• Provide regular, data-driven reports to senior stakeholders, demonstrating a deep understanding of customer motivations and using this knowledge to execute A/B testing and automation strategies that optimize engagement and maximize customer lifetime value
• Manage CRM workflows from initial brief requests to final delivery and reporting, collaborating with stakeholders from CRM, Content, Design, Customer Support and Product departments to ensure seamless execution and successful outcomes
• Lead new implementations or improvements on existing tools and processes that enhance the effectiveness and efficiency of our campaigns
• Work closely with the sports trading team to help establish plans and roadmaps, focusing on enhancements to existing propositions and planning new promotional ideas
• Approve all campaigns before they go live, ensuring that each campaign is visually appealing and compelling, accurately targeted to the right customers, and compliant with all applicable regulations and company standards

Requirements:

• You`ll have outstanding commercial awareness and analytical skills and be comfortable using data and customer insight to drive results
• Strong knowledge and understanding of the UK Gambling Industry, major suppliers and competitors, as well as experience in managing CRM and promotions across Casino, Sportsbook and Racing
• At least 3 years of CRM and promotions experience in the UK market
• Proven track record of delivering growth through promotion and retention strategies
• Experience with planning, project management, execution and evaluation against target metrics
• Fluent in English. Knowledge of other languages is a plus
• Good knowledge of Microsoft Office tools (Word, Excel, PowerPoint) and Atlassian tools (Jira, Confluence)
• Experience managing gambling operations
• A strong understanding of compliance and regulatory requirements within the UK gambling industry, coupled with a commitment to upholding ethical and legal standards in all CRM activities

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