Senior CRM Executive, Betfair

3 weeks ago

London, United Kingdom Flutter Entertainment Full time

**Where you’ll play**

As the Customer Relationship Management (CRM) Executive, you will have the opportunity to effect change in how we deliver a customer-centric approach to all customer lifecycle touchpoints. The CRM team’s core objective is to engage relevant audiences with relevant messages across multiple channels to build lasting customer relationships with the Brand.

The role offers the opportunity for an ambitious person to work in a fast-moving environment with a world-class Marketing team. Reporting to the CRM Sports Manager, the key purpose of this role will be to develop, implement and deliver Betfair’s Sports CRM multi-channel communication plan across all lifecycle stages, through optimising campaigns and improving key performance measures.

**How you’ll play it**

You will support the CRM Sports Manager, in the project management and performance reporting of all sports communications to new, active, churning and lapsed Betfair customers both in the UK and Ireland, based on specific customer segmentation, campaign or behavioural change objectives.

**This will be achieved by**:

- Collaborating with our commercial colleagues to ensure that their strategies are understood, prioritised and planned in ways that are efficient, effective and appropriate to the scale of potential return
- Collaborating with the Data and Planning teams to ensure the right content is being delivered to the right customer at the right time
- Facilitating flawless execution of campaign plans ensuring milestones are met and work is accurate and on time
- Working closely with the Betfair UK/IRE Sports team to ensure the campaign content is correct and requirements are met with the Betfair brand talking to customers with one voice.
- Close collaboration with the Gaming CRM team to deliver an aligned, engaging customer experience across all products.

**What you’ll bring**

Our Senior CRM Executive needs a diverse range of skills as their roles cover multiple key areas of our business:
**Stakeholder management**:

- Develop strong working relationships with partners across all levels
- Lead in collaboration projects with key partners to help deliver against CRM’s key performance metrics
- Communicate flawlessly, ensuring the business is updated on CRM plans and their performance regularly.
- Translate requirements into data & creative briefs, ensuring clear communication between teams.

**Creative execution**:

- Lead on improvements and development of creative build & execution of all communications so that they tell a compelling story: content must be expertly written & visually best in class, data and insight driven and inspire the right kind of customer action.
- Test and learn new ways of working through industry findings and from internal initiatives.
- Challenge the approach to automation, where relevant aiming to reduce manual work and the risk of human error.
- Resolve errors within campaign templates, resolving them as quickly as possible & create preventative measures.
- Ensure all messaging is aligned with relevant regulations and legislation

**Strategic support**:

- Analyse performance and look for ways to continuously improve activity across key CRM performance metrics
- Working with other Flutter Group brands to share knowledge and help create cross-brand strategy
- Put the customer experience at the heart of what you (and your team) do, be customer led as opposed to product led.
- Strive to make major step changes in the CRM activity that propel growth, by challenging the status quo and improving processes.

**Your experience**:

- Experience in CRM related, creative development environments.
- Previously used Moveable Ink technology or similar (desirable).

**Your skills**:

- Excellent stakeholder management and communication skills.
- Knowledge and experience of using Google Analytics and/or Tableau/Looker.
- Data literate and comfortable in using data to make better decisions.
- Analytical mindset, with the ability to understand business reporting requirements, working closely with Analytics, to provide insights about campaign performance
- Self-motivated and tenacious with a good attention to detail.
- Familiar with GDPR & can navigate other regulatory requirements.
- Knowledge of Sports or Gambling industry would be beneficial
- Strong communication skills with the ability to be able to communicate effectively with all levels within the business.
- Comfortable with analysing performance data in Microsoft Excel and have the confidence to make recommendations and present them back internally.

**Your behaviours**:

- Customer Obsessed: Puts customer insight at the heart of everything that we do.
- Hungry for Results: Focuses on outcomes not outputs.
- Wins Together: Strong team player that others want on their side.

**About Betfair**

Imagine a job that doesn’t feel like work at all

At Betfair, we’re here to play. To explore. To innovate. To challenge. And we’re hoping you are, to

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