Senior CRM Manager - iGaming

Our client is a casino resort business that is taking bold strides into the digital space having already launch online sportsbook to huge success. They are now seeking to build up a successful iGaming operation – you’ll get to work across both! This is your chance to join early and make a huge impact. You’ll sit with the digital team in Philadelphia and collaborate in person 2 days per week – Tue & Wed. The Senior CRM Manager will be a key management position within the marketing team, and the position will focus on customer retention and loyalty programs.

Why join?

• Learn from one of the most highly skilled teams in sports betting & iGaming
• 20 Days PTO plus public holidays
• Period between Christmas & New Year off subject to business needs and manager approval
• Healthcare, dental & vision
• Company sick pay; 10 days in first 12 months, increasing to 15 there after
• Day off on your birthday
• Bonus
• Work From Anywhere for up to 30 days
• Access to a global team of colleagues and experts across a range of topics
• Opportunities work on projects in areas of the business that don’t directly relate to Marketing – always be learning culture!

Role Summary:

As the Senior CRM Manager, you will help develop marketing strategy for our growing brand. You will be responsible for campaign creation through execution for promotions targeted to the current customer base. This position will allow for personal growth as the business overall continues to grow.

The Senior Manager is a key management position within the Online Marketing team working closely with the CMO & VP of Data and Growth and is responsible for defining and executing strategies to best reach the players. This role manages the entire CRM strategy that is inclusive of strategic marketing communications planning & execution, marketing technology management, and people management. Your goal is to increase the customer lifetime value (revenue, time, and profitability) through increased engagement and retention.

You are data focused, which informs your strategic marcomms planning. You have proven capabilities in developing sophisticated personalization at scale, automation, strategic marketing & tech innovation, as well as the holistic marcomms omni-channel player experience, and development of a robust test & learn environment. This role requires strong marketing and CRM technology experience, deep expertise with a proven track record in CRM success and the ability to collaborate cross functionally.

The organisation & team are very committed to cultivating a diverse and stimulating work environment to achieve extraordinary results. They are looking for an individual who enjoys working in a fast-past, lean & team-oriented environment, likes to be challenged, and values the opportunity to make impacting change. They are building a strong culture of teamwork, collaboration, mutual respect, and transparency, and its vital that you help continuing to cultivate this culture as they grow.

Essential Duties & Responsibilities:

• Lead the development, execution and management of the CRM strategy for our iGaming product. Including the development and execution of omnichannel loyalty marketing and CRM initiatives to optimize acquisition, retention, win-back, dynamic personalization and promotional strategies
• Operational responsibility of retained player marketing initiatives; player retention & re-engagement; promotion and bonus campaign planning and execution (incl eROI analysis); reporting, and iterating marcomms plan (incl player bonus liability); content and creative management; and holistic marcomms omni-channel management (email, website, push, player inbox, phone, direct mail, and social)
• Analyze customer data, defining actionable segments and creating targeted lifetime value/customer life-cycle engagement campaigns and programs
• Monitor competitor CRM and loyalty programs, testing and adopting best practices to continuously improve program performance, player value, and profitability
• Closely work with and contribute to the Product and UA teams to enhance retention, database conversion (with a strong focus on retaining and growing the LTVs of these key cohorts), and user acquisition
• Work closely with Graphic Design and content teams to create dynamic assets that optimize conversion rates
• Working closely with the VP Data & Growth to develop and enhance KPIs for managing and assessing the success of the CRM marketing channels, campaigns, programs, and team
• Working closely with the analytics team to build and monitor dashboards to track and optimize CRM channel performance
• Identify, prioritize and execute initiatives to grow the database conversion activity and drive increased engagement - whether it’s organic initiatives, viral, referral or product based
• Deep knowledge of (with proven success in) email, social, and mobile CRM best practices
• Working knowledge of HTML/CSS and email design best practices
• Strong background in online VIP and loyalty marketing programs & initiatives (incl the dynamic player journey models)
• Execute in a fast-paced, and highly iterative environment

Education, Qualifications & Experience:

• Experience in iGaming or a very closely adjacent sector
• Bachelor’s degree (B.S./B.A.) in Business Administration, Marketing, or related field
• 5 years in a digital marketing CRM/lifecycle management role or equivalent combination of education, training and experience
• Must have comprehensive knowledge of marketing systems and processes (included but limited to email, SMS, onsite messaging & CMS management, app and web push notifications, etc.)
• Experience developing personalized emails using HTML/CSS with embedded personalization tokens
• Adaptable, analytical thinker who can work both strategically as well as in a hands-on executional capacity
• Excellent oral and written presentation skills
• Strong ability to manage simultaneous project streams and thrives in a fast-paced, evolving company environment.
• Innovative thinker who looks beyond immediate competitive set for inspiration and ideas.
• Hands-on experience working with a variety of CRM tools
• Exceptionally knowledgeable in current digital marketing CRM principles and best practices, and proven success models for delivering best in show CRM omni-channel planning & execution
• Demonstrated leadership experience in regulated online gaming or e-commerce marketing not required, but highly regarded
• Excellent people management skills
• Ability to meet deadlines and to work under the pressure of short time constraints
• Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, Teams, and Outlook)