As CRM operations Specialist
Overview & Purpose:
We are looking for a detail-oriented and organized CRM Operations Specialist to join our team at Dream Team Gaming, a prominent online casino. This role is essential in supporting the CRM team in executing customer relationship management strategies, optimizing operational processes, and ensuring seamless communication with our players. The ideal candidate will possess strong operational & analytical skills and a passion for enhancing customer experience within the online gaming industry.
You are key to ensuring that all CRM strategies are Build, Test and Made Live within deadline and with the highest level of Quality.
Create personalized and engaging content that aligns with player segments and preferences.
Plan, manage and deliver multi-channel campaigns which will increase the time a player spends engaging with the product.
Collaborate with the Product and GSP departments to ensure that the player’s user experience across all touchpoints is seamless and optimal.
Manage and optimize the use of data and systems like XP and Optimove to track player interactions, preferences, and behaviour.
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 enhance operational efficiency.
Manage and maintain customer databases, ensuring data accuracy and integrity.
Collaborate with cross-functional teams, including acquisition, design, player development Customer Support, Product Development, Games, Design and BI to align CRM strategies with business objectives.
Monitor communication performance metrics and generate reports to assess effectiveness 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 operational performance.
Stay informed about industry trends, tools, and technologies that can improve CRM operations.
Support and test new features and product developments.
Ensure all Games, Promotions and Rewards are tested before being made live to customers.
Manage CS escalations connected to CRM activities.
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.
Essential Criteria:
Bachelor’s degree in marketing, Business Administration, or a related field
Experience in CRM operations or in a Marketing Operations role
Strong analytical skills with experience in data analysis
Exceptional communication and interpersonal skills, with the ability to engage effectively with customers and team members
Experience using CRM software and tools (e.g. Xtremepush, Optimove, or similar)
Experience in configuring and testing different types of communication 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 work 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 working within the online gaming or gambling industry
Familiarity with loyalty programs and customer segmentation
Understanding of player psychology and behaviour
Person Specification:
The ideal candidate will be a self-motivated energetic individual
Strong Relationship Management
Customer-Centric approach including proactivity and a service-orientated approach
Discretion and professionalism encompassing confidentiality: handling sensitive information with discretion and a professional demeanor
Requires a target driven individual
Effective and well-developed communication skills are a prerequisite for the role, both written and verbal
Excellent decision-making ability
Innovation and ability to think “outside the box”
Strong work ethic
The ability to thrive is a fast-paced environment and value attention to detail
Reporting:
Managerially Accountable to: Head of CRM
