Head of Customer Growth

2 weeks ago

Wimbledon Greater London, United Kingdom Kindred Group plc Full time

Head of CRM (Regional)

Location: Wimbledon, London

Reports to: Group Head of CRM

Department: CRM

Hours of work: 09:00 to 18:00 Monday to Friday

The role

Kindred Retention is on a mission to create the best customer experiences in the gaming industry setting us aside in a hyper competitive marketplace. Are you able develop and lead an ambitious, strategic and data driven Retention team within the competitive iGaming industry?

As the Head of Customer Growth, you will be responsible for driving existing customer growth across multiple market focussed retention squads as well as formulating high level strategy, prioritising and approving multi-channel customer communication and reward strategies.

A key element of the role is working closely with central and regional stakeholders to ensure core and market-specific objectives are met

We are looking for people who can walk the fine line between commercial responsibility and having the emotional intelligence to get into the mind of the customer; understanding what motivates, frustrates, and delights them.

Who you are
  • You can inspire, drive and enable a team
  • Setting out a strategy and making the complex digestible comes as second nature
  • You can motivate other teams and stakeholders, bringing them with you to get projects delivered
  • You are relentlessly focused on customer outcomes that drive commercial benefits
  • You are a good person as well as a great manager
  • You are data and driven and analytical in your approach
  • You can brief and critique creative work effectively, giving the right steer and motivation
  • You have a passion for whatever you're selling and a drive to understand your market and its customers
  • You are restless and constantly looking to learn by experimentation and questioning received wisdom
  • You can tell and sell a story, engaging your audience and building support
  • You are extremely credible, authoritative and persuasive.
Role responsibility
  • Strategic oversight and guidance of the Retention and loyalty initiatives to all sets of customers across Customer Growth Squads
  • Building trust and driving commercial outcomes for Kindred and local markets
  • Lead, manage and develop the Squad leads and help them to become better managers and Retention experts
  • Budget oversight for the Regional Retention and bonus budget
  • Ensure initiatives are commercial, compliant, and responsible
  • Ensure initiates are effective, bonuses are efficiently spent, and we are constantly testing, learning and optimising
  • Work with regional stakeholders to understand competitive and regulatory context, commercial targets and shape a local strategy in line with core Kindred objectives
  • Close co-operation with Commercial Stakeholders to understand constantly changing market conditions and assist local teams in delivering on their objectives
  • Close cooperation between all regional team leads to share best practices across the markets
  • Develop and optimise multi-channel retention, growth, and re-activation lifecycle campaigns
  • Work closely with Analytics and Marketing Intelligence teams to enhance audience segmentation and customer modelling and campaign performance reporting
Required skills, knowledge, and experience
    • Gaming experience is not mandatory, but you have the drive to understand our products and customers inside-out
    • Experience working with cross-functional teams
    • Strong commercial acumen and growth mindset
    • Ability to work across international markets and with regional stakeholders
    • Experience driving excellent cross-channel customer experiences
    • Experience working with different martech stacks
    • Excellent team management and development experience
    • Core skill set in analytics, actionable insight and statistics
    • Superb presentation skills
    • Budget management and planning.
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