Head of CRM

5 months ago

London, United Kingdom Bally's Interactive Full time

**Head of CRM**:
**Are you a leader that thrives on creating a strategy to drive growth?**:
**Are you eager to bring new ideas to the table?**:
**Who we are**:
Bally's Interactive is the digital arm of one of the world's leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across the sports betting, iGaming and free-to-play.

Our brands and sites include market movers and shakers like Jackpotjoy, Bally Bet, Vera&John, Virgin Casino and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

**Well, what about the team?**:
Here at Bally's CRM is all about understanding our players and communicating with the right people at the right time. We analyze, segment and take the player on a journey tailored to his needs day by day.

We've grown over the years, and we now cover CRM from many different angles so that each member of the team can find something for themselves.

We have Onsite Campaigns for creative souls who like to mix fun with data.

Segmentation, player journeys and communications are more of your interest? We do that too

Tech side of things, testing and innovation? We have 2 words for you: CRM Operations.

How we see ourselves? We're a bunch of KPI driven individuals with years of experience in a very dynamic environment. Ideas, recommendations, or feedback? Yes please, we want to learn from you and share our knowledge back

**The Role**

We are looking for a dynamic and commercially minded Head of CRM to join our team. In this role, you will be instrumental in developing and executing strategies that enhance customer engagement, retention, and drive revenue growth.

**Responsibilities**:

- **Develop and execute customer-centric CRM strategies**: Lead the development and implementation of a cross functional integrated CRM strategy that focuses on customer engagement, loyalty, and retention to drive revenue growth.
- **Lifecycle Management**: Work with your direct team to oversee and optimise the customer lifecycles to enhance engagement, reduce churn, and foster long-term loyalty.
- **Harness the power of customer data**: Utilise analytics and customer insights to unlock the full potential of our customer data. Leverage this information to drive data-driven marketing campaigns, optimise customer experiences, and identify new business opportunities to drive commercial performance.
- **Optimize CRM systems and technologies**: Play a key role in the transition to Braze CRM platform, compiling requirements for best-in-class CRM and leveraging the platform's capabilities to enhance customer experience, drive revenue growth and optimise CRM operations.
- **Collaboration and Leadership**: Work closely with Design, Product, Data, Insights and Promotions teams to align CRM strategies with overall business objectives.
- **Track performance and drive continuous improvement**: Establish key performance indicators (KPIs) to measure the effectiveness of CRM initiatives. Regularly analyze and report on CRM performance, identifying areas for improvement and implementing actionable strategies to enhance results.
- **Build and lead a high-performing team**:Recruit, develop, and mentor a team of CRM professionals. Provide guidance, support, and leadership to foster a collaborative and high-performance team culture.

**Requirements**:

- **Proven track record in CRM strategy and management**: Minimum of 5 years of experience preferably in a fast-paced multi commercial environment (multi-brand and mobile first business a plus). Demonstrated success in developing and implementing CRM strategies that drive customer engagement, retention, and revenue growth.
- **Data-driven mindset**: Strong analytical skills with the ability to derive actionable insights from customer data. Experience in leveraging data to inform CRM strategies and optimize customer journeys.
- **Technical proficiency**: Familiarity with CRM software and tools. Experience in managing CRM systems and leveraging their capabilities to drive business outcomes. Knowledge of marketing automation platforms is a plus.
- **Leadership and collaboration**: Excellent leadership and team management skills. Ability to inspire and motivate direct and cross-functional teams towards achieving CRM goals. Strong collaboration and communication skills to effectively engage stakeholders at all levels.
- **Results-oriented mindset**: Proven track record of delivering measurable results - ability to set ambitious targets, track and communicate performance, and drive continuous improvement.

***This is what you'll get**:
Different benefits packages are tailored to fit each location, but here's a taste of what may be on offer
- Annual leave
- Annual bonus
- Pension plan
- Health insurance
- Company share scheme
- Volunteering days
- Home office allowance
- Wellness or Gym allowance

**DNA / Values**:
At Bal

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