Requirements: English
Company: Betting Appointments
Region: Gibraltar
To deliver and evaluate all CRM activity and to develop the operational infrastructure to improve costs, efficiency and ROI.Key Responsibilities Accountable for delivering the CRM plans and provide best-in-class reporting and analytics to support campaigns Working with Brand/Operations team(s) for each brand, help to plan all CRM activity on a period by period basis, leveraging campaign performance reports and insight to optimise campaign delivery Develop operational infrastructure including database management, data segmentation, campaign delivery (e-mail, DM. SMS, push, inbox/onsite, social, outbound telemarketing), campaign reporting, LTV/ROI model development, loyalty programme(s) and other activity streams as required Manage the CRM budget effectively, including management of all campaign costs (including weekly and periodic reporting), costs of operational systems and creative costs; accurately record all purchase orders/forecasts and update Procurement team on a weekly basis; work closely with colleagues to manage minimum group commitments for campaign tools Responsible for the selection, management and evaluation of all operational systems required to deliver the CRM plan, including contract negotiations, target setting, KPI setting and evaluation, reporting and relationship building Responsible for ensuring that all CRM activity is sufficiently monitored, tracked and evaluated in order to monitor ROI and for delivering clear, concise and reliable reporting including periodic reporting, campaign reporting, team productivity reporting and ROI Utilise all available tools within the Playtech/IMS system to optimise campaign effectiveness, including promotion code set-up and tracking, Campaign Manager tool and new tools as they are developed Ensure that all activity delivered is consistent with the Brand guidelines for each brand and fully compliant with all regulatory and advertising guidelines in force for each brand/territory; ensure all media activity is approved by Compliance team Provide support to operational teams to conduct player surveys and NPS/CSat surveys to the existing customer base Manage a small team of CRM professionals and provide development, coaching, objectives & goal setting, performance management and other people policies as required from time to time; ensure team is motivated, productive and fully compliant with all regulations, legislation and team values & behaviours