Customer Relationship Management Director

7 days ago

London, Greater London, United Kingdom GIMO Global Interactive Marketing Online Ltd Full time
About GIMO

GIMO Global Interactive Marketing Online Ltd is a leading provider of online marketing solutions, specializing in the iGaming, Sports Betting, Poker, and Casino industries. Our company has a strong presence in the UK and globally, with a team of experts working together to deliver innovative marketing strategies.

We are committed to excellence and have received recognition for our efforts, including a silver award for Employee Centric Company at the UK Employee Experience Awards. Our team is multicultural and diverse, with specialists in various fields, including Marketing, Affiliation Marketing, Development, Web Design, Content, Analysis, Software Development, and Customer Service.

About NetBet

NetBet is a well-established online gaming brand that has been delivering exceptional experiences to its players since 2006. With a strong presence in multiple languages and markets, NetBet offers a wide range of products, including sports betting, casino, lottery, live casino, and poker. Our brand is recognized for its security, reliability, and user-friendly interface, making it a favorite among online gaming enthusiasts.

We are committed to providing a safe and enjoyable experience for our players, and we have obtained various gaming licenses from reputable organizations to ensure compliance with regulations. Our team works tirelessly to deliver innovative solutions and to enrich player trust and protection.

The Role

We are seeking a highly skilled and experienced Customer Relationship Management (CRM) professional to join our team as a CRM Strategy Lead. The successful candidate will be responsible for creating, managing, and optimizing the overall CRM strategy for NetBet, focusing on delivering against core monthly KPIs. The role will involve planning and optimizing contact and communication strategies, leveraging CRM planning principles, and analyzing data to drive commercial value.

The ideal candidate will have a strong background in CRM management, with experience in running multichannel campaigns and using Optimove or similar platforms. They will be highly customer-centric, with a good understanding of CRM strategies and practices, and a passion for driving optimization through quantitative and qualitative insight. The candidate will also have excellent communication and presentation skills, with the ability to build strong working relationships with stakeholders across the business.

Key Responsibilities
  • Lead a growing team to plan, create, and optimize a multi-channel CRM strategy.
  • Establish quarterly objectives for the team, oversee their progress, and ensure successful achievement to maintain alignment with overall company goals.
  • Own the automated lifecycle strategy, creating a roadmap for delivery, optimizations, and testing approach.
  • Lead ongoing segmentation of the customer base to identify insights and target customer segments with relevant communication.
  • Lead weekly and monthly campaign/lifecycle reporting and commercial analysis, confidently dissecting the data, providing recommendations, and key takeaways.
  • Identify and understand data requirements needed to optimize team operations and work with stakeholders to fulfill requests.
  • Mentor team members and foster their professional development by identifying skill gaps, providing training opportunities, and offering continuous feedback and support.
  • Establish and maintain relationships with stakeholders, including country managers, design, copywriters, compliance, and customer service.
  • Work closely with operational teams, answering quickly and professionally all escalated support queries.
  • Maintain a strong team ethic and help and support colleagues when required.
  • Develop and present clear CRM strategy communication plans using PowerPoint that tell compelling stories to inspire marketing and commercial colleagues alike.
  • Manage the process by which strategies are translated into detailed yet clear campaign plans for delivery teams to manage through targeting, data selection, and creativity.
  • Oversee campaign analysis and test and learn plans, consistently improving programmed performance.
  • Ensure a clear and coherent data strategy to support the execution of our communication.
Requirements
  • Proven CRM management experience in a similar role, ideally in both sports betting and gaming environments.
  • Minimum of 4 years CRM experience.
  • Experience using Optimove or similar platforms.
  • Experience in running multichannel campaigns.
  • Highly customer-centric with a good understanding of CRM strategies and practices.
  • Knowledge and interest in online gaming products and the online Sportsbook and Gaming.
  • Applied understanding of lifecycle development and optimization.
  • Extremely organized with a passion to drive optimization through quantitative and qualitative insight.
  • Data-focused and ROI-driven.
  • Ability to build strong working relationships.
  • Confident in communicating and presenting with core stakeholders across the business.
  • Experience presenting to senior stakeholders, with excellent Excel and PowerPoint skills.
  • Ability to work with analysts and build reporting capabilities, so that we have a clear understanding of our customers and marketing effectiveness.
  • A marketing/business degree-level qualification or equivalent would be desirable.
Benefits
  • Hybrid working (3 days in office/2 days remote).
  • Work from abroad up to 4 weeks/year.
  • End-of-year discretionary bonus.
  • Pension scheme.
  • Private health insurance.
  • Pizza and drinks every Friday.
  • Perkbox.
  • Employee wellbeing.
  • Learning and development programs.
  • Staff social engagement activities.

We are an equal opportunities employer and welcome applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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