Head of Customer Retention

hace 2 semanas

Ceuta, Ceuta, España The Rank Group A tiempo completo
Job Description

Company Overview

The Rank Group is a leading online gaming operator in the Spanish markets, with a portfolio of brands focused on bingo, casino, and sports betting. Our goal is to provide entertainment to our customers through our websites and apps, ensuring a secure and enjoyable experience.

Job Summary

We are seeking a seasoned Retention/CRM professional to lead and innovate our customer retention strategy across all our Rank International brands. The successful candidate will be responsible for developing and executing a comprehensive CRM strategy to enhance customer retention through promotions, products, and communications.

Key Responsibilities

  • Strategic Leadership: Develop and execute a data-driven CRM strategy to drive customer retention and engagement.
  • Team Collaboration: Work closely with various teams, including Product, Marketing, Analytics, and Technology, to ensure seamless execution of retention strategies.
  • Customer Focus: Place the customer at the heart of all activities to drive engagement, increase conversion rates, loyalty, and lifetime value.
  • Process Improvement: Identify and solve workflow issues, promoting efficient and effective execution within the team.
  • Campaign Management: Plan, execute, and measure CRM campaigns, ensuring a test, learn, and refine approach.
  • Innovation: Introduce new CRM tools and techniques to differentiate our brand and drive customer engagement.
  • Reporting Analysis: Report on key KPIs such as conversion, upsell, cross-sell, churn, and campaign performance, ensuring continuous evaluation and optimization of CRM initiatives.
  • Compliance: Ensure all communications comply with relevant regulatory and GDPR frameworks.

Requirements

  • Experience in the gambling sector (ideally) or financial services, multi-channel retail, telecommunication, entertainment, or agency background.
  • Ability to build strong relationships with all stakeholders and tailor communication to meet their needs.
  • Proven experience in influencing at all levels of the organization and cross-functionally, providing clarity and insight to complex discussions and debates.
  • Proven track record of creating and executing segmented end-to-end customer lifecycle journeys.
  • Experience with CRM or Email marketing software (e.g., Emailvision/SmartFocus/Silvepop/Salesforce/Adobe).
  • Proven experience in working with a mass-market customer base and executing a CRM strategy.
  • Proven track record utilizing an enterprise campaign management solution to drive multi-channel, highly segmented CRM initiatives.
  • Experience in driving measurable revenue growth through customer marketing deliver.
  • Computer experience - must be competent (intermediate to advanced) in Microsoft Office.
  • Experience with Bingo and/or Casino as a user is a plus.
  • Degree in some marketing or analytics-related field.

What We Offer

A fantastic salary combined with leading benefits, a fun, exciting, and varied role, and opportunities for growth and development. We invest in our employees' growth by providing development opportunities, leadership training, and cutting-edge industry certifications. We also offer a hybrid working environment, colleague support networks, menopause support, and weekly PepTalks.

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