The CRM Manager - Retention is responsible for developing and executing strategies that drive customer loyalty and long-term engagement. This role focuses on reducing churn, maximizing customer lifetime value, and increasing overall customer satisfaction through personalized and data-driven retention campaigns. The ideal candidate will have a deep understanding of customer lifecycle management, experience in segmentation, and a strong analytical mindset to optimize campaign performance. You will collaborate with various teams to ensure a cohesive customer experience, leveraging insights to enhance customer journeys across multiple channels.
Key Responsibilities:
- Develop and implement a comprehensive retention strategy aimed at increasing customer engagement and reducing churn.
- Analyze customer behavior and lifecycle stages to identify key areas for intervention and growth.
- Create targeted retention campaigns for different customer segments, such as high-value, inactive, and at-risk customers.
- Manage end-to-end execution of retention campaigns using CRM and marketing automation platforms.
- Utilize multi-channel approaches (email, SMS, push notifications, in-app messaging) to engage customers and promote reactivation.
- Coordinate with the creative, content, and data teams to develop compelling offers, promotions, and messaging that resonate with various customer segments.
- Design and implement segmentation models to identify customer cohorts and develop tailored strategies for each group.
- Use data-driven insights to create personalized customer experiences that cater to individual preferences and behaviors.
- Ensure that communication is relevant and timely, using dynamic content to increase engagement.
- Monitor, analyze, and report on retention campaign performance using key KPIs, such as retention rates, reactivation rates, and customer lifetime value.
- Conduct A/B testing on various elements of campaigns (e.g., messaging, timing, offers) to continually optimize performance.
- Use data insights to refine retention strategies and recommend improvements for ongoing and future campaigns.
Skills & Experience required:
- 3+ years in a CRM, Lifecycle Marketing, or Customer Engagement role, preferably in the Sportsbook or iGaming industry.
- Proven track record of driving customer retention and engagement through targeted campaigns.
- Strong analytical skills, with the ability to interpret complex data and translate insights into actionable strategies..
- Excellent communication skills, both written and verbal, with an eye for detail.
- Ability to manage multiple projects and stakeholders in a fast-paced environment.
- Problem-solving mindset, with a creative approach to developing retention strategies.
Why Join Us?
- Join a leading company in the gambling industry and be a part of a fast-paced, innovative environment.
- Competitive salary and benefits, with a performance-driven bonus structure.
- Opportunities for professional growth and career advancement within a rapidly expanding company.
- Collaborate with a passionate and committed team focused on delivering high-quality customer experiences.
- Exposure to industry best practices, innovation, and continuous learning.
