Customer Relationships Executive

**Company Description**

Grosvenor is the leading Casino operator in the UK and our venues offer the very best quality gaming and leisure experience in an environment committed to safer gambling. We aim to excite and entertain all our customers giving them a memorable experiencethey will want to return for.
Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones. If you want to build a career in casinos that’s fine with us; as thelargest operator in the UK, we have lots of opportunity and structured development programmes.
At Grosvenor we are a 24/7 operation committed to safer gambling for our customers and building and inclusive, diverse and engaged team.

As the Customer Relationships Executive, you will support the Head of Customer Relationships in the creation of automated customer journeys to optimise loyalty, acquisition and retention.

You'll collaborate with Grosvenor Digital teams to develop integrated journeys for Omni customers to maximise cross channel opportunities and spend.by managing and implementing highly targeted direct marketing programmes.

There will be three main aspects to the role;
- Campaign planning for CRM
- Loyalty programme roll out
- Data capture and contact-ability; creating campaigns for venues.
CRM / Loyalty
- Working with the Head of Customer Relationships to deliver highly effective customer journeys and campaigns across multiple channels.
- Working collaboratively with the group CRM team to deploy campaigns.
- Assisting in the creation of automated customer journeys with multiple campaign stages to drive and optimise customer loyalty, acquisition, retention, personalisation and promotion strategies.
- Increasing lifetime value and reduce churn by engaging customers with the most targeted and relevant content at each stage of the customer life-cycle.
- Helping drive effective customer engagements across every moment and channel that drive increased loyalty to Grosvenor.
- Organising all elements of the CRM campaign.
- Monitoring campaign performance and optimising campaign rules to maximise effectiveness.
- Collaborating with the Grosvenor Digital teams to develop integrated customer journeys and campaigns for omni and digital customers.
- Working closely with the Brand and Revenue Generation teams to develop CRM initiatives.

Marketing Effectiveness & Efficiency
- Preparing, managing and circulating weekly, monthly and quarterly campaign reporting.
- Ensuring maximum efficiency and ROI from all campaigns.
- Assisting in embedding Grosvenor Casino’s value customer segmentation model.

Database Management & Analysis
- Monitoring the growth, quality and health of the Grosvenor Casino database ensuring we have high levels of engaged opted-in customers and data accuracy.
- Managing reporting on the size and health of the customer database collectively and venue by venue.
- Supporting local teams and regions to deliver Grosvenor Membership acquisition targets.

**Qualifications**

You will have experience/knowledge in/of;
- Deploying multi-channel direct marketing campaigns.
- Developing automated customer journeys and campaign planning.
- Campaign tracking and ROI metrics.
- Effective implementation/execution of revenue generating initiatives in a multi-site and diverse business.
- have the ability to work with and influence multiple stakeholders to deliver the best outcomes for the business, coupled with excellent communication skills.
- Ability to see connections/trends and turn data into insight, as well as assess trends and make proactive marketing recommendations.
- Database/direct marketing experience.
- Strong IT skills in Microsoft Applications, especially Excel.