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Customer Engagement Operations Executive

2 weeks ago

Gibraltar, United Kingdom BoyleSports Full time £45,000 - £55,000 per year

Job title: Customer Engagement Operations Executive

Function/Dept: Customer Engagement (Marketing)

Reporting To: Customer Engagement Operations manager

Location: Gibraltar

Role Purpose

As a Customer Engagement Operations Executive at Boyle Sports, you will work within a team assisting and implementing campaigns to engage customers, as well as working to retain and re-activate existing customers across both our digital and retail business.

Key Responsibilities:

  • Creation and delivery of customer engagement campaigns, across all marketing assets including email, SMS, push messaging, onsite inbox, whilst keeping within the guidelines set by the Senior CRM Operations Manager and Head of Department
  • Understand the promotional calendar, ensuring all campaigns are delivered in line with the plans and working to ensure meaningful data can be extracted to support decision making moving forward
  • Ensure campaign briefs are submitted on time, complete and all relevant stakeholders are kept up to date throughout the E2E process
  • Ensure all activity delivered is consistent, of excellent quality and follows the brand guidelines, as well as ensuring all relevant legislation is considered
  • Ensure Customer Engagement campaigns have gone through the required QA process prior to go live to deliver an excellent customer service
  • Liaise with other departments across the business, specifically customer service, regarding the terms of offers communicated in order to improve the service provided to our customers and reduce customer complaints or service failures
  • Daily, weekly and monthly reporting on campaign success metrics, providing data to Line Manager
  • Document weekly and monthly results for all campaign

Specialist Skills and Experience required:

  • Prior experience in a gaming or sportsbook environment, not necessarily in the same role, is preferred but not essential
  • Ideally based in Gibraltar or registered to work/live in Gib.
  • Familiarity with HTML, CSS, comfortable working with numbers and using Excel
  • Have good content writing skills and an excellent command of both written and spoken English
  • Strong knowledge and understanding of eCommerce and online marketing practices
  • Strong numerical and analytical skills
  • Strong stakeholder management skills
  • Able to work with multiple business units to achieve objectives
  • Experience in email marketing tools and systems such as Adobe, Salesforce, Optimove and others
  • Strong knowledge of the Microsoft Office portfolio

Additional Information

  • Working Pattern/Hours: include details of standard working pattern e.g. Monday – Friday (excluding Bank Holidays) 9.00am – 5.30pm
  • Hybrid 3 days in office 2 from home. So this person would need to able to commute to office 3 days per week.