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Customer Relationship Management Manager
2 months ago
GIMO Global Interactive Marketing Online Ltd is a leading provider of online marketing solutions, specializing in the iGaming, Sports Betting, Poker, and Casino industries. With a strong presence in the UK and globally, we have a team of experts who work closely with leading gaming brands to deliver innovative marketing strategies.
The RoleWe are seeking a highly skilled Customer Relationship Management Manager to join our team. As a key member of our marketing department, you will be responsible for developing and implementing a comprehensive CRM strategy that drives customer engagement and loyalty. Your primary focus will be on creating and managing automated lifecycle campaigns, segmenting the customer base, and analyzing data to inform marketing decisions.
Key Responsibilities- Develop and implement a multi-channel CRM strategy that aligns with business objectives
- Lead a team of marketing professionals to plan, create, and optimize CRM campaigns
- Establish quarterly objectives for the team and ensure successful achievement
- Own the automated lifecycle strategy, creating a roadmap for delivery, optimization, and testing
- 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 to provide 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 to answer escalated support queries and maintain a strong team ethic
- Develop and present clear CRM strategy communication plans using PowerPoint to inspire marketing and commercial colleagues
- Manage the process of translating strategies into detailed campaign plans for delivery teams to manage through targeting, data selection, and creativity
- Oversee campaign analysis and test and learn plans to consistently improve programmed performance
- Ensure a clear and coherent data strategy to support the execution of communication
- Proven CRM management experience in a similar role, ideally in the sports betting and gaming environment
- Minimum of 4 years CRM experience
- Experience using Optimove or similar platform
- 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
- Lead kick-off meetings with stakeholder teams and keep team members in the loop with regular updates on progress
- Experience presenting to senior stakeholders, with excellent Excel and PowerPoint skills
- Ability to work with analysts and build reporting capabilities to have a clear understanding of customers and marketing effectiveness
- A marketing/business degree-level qualification or equivalent would be desirable
- 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 programmes
- Staff social engagement activities
GIMO is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
