Head of Growth

1 month ago

United Kingdom Kindred Group plc Full time

Head of CRM (Regional) #LI-DG1
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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