Customer Experience and Engagement Manager

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  • The Customer Experience and Engagement Manager will be responsible to lead and optimize customer journeys across our business. This role will bridge the gap between our customers and brand, ensuring a customer-first mindset in everything we do. You will collaborate with cross-functional teams to develop and execute strategies that drive new customer acquisition, retention, reduce churn, and increase customer loyalty. By leveraging customer insights, data, and industry knowledge, you'll enhance communication, product offerings, and marketing strategies, all while tracking performance and optimizing the customer experience to meet business objectives.

With Hollywoodbets You Will:

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
• Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
• Grow with our development plans and culture that allows you to further your career.

You Bring:

• A minimum of 5 years' experience in Performance Marketing, CRM, Customer Experience, and Strategic Marketing.
• A minimum of 5 years' management experience.
• A valid driver's license.

A Bonus To Have:

• A relevant Degree/Diploma.

What You'll Do For The Brand:

Strategic Planning & Implementation:

• Document and optimise customer-centric processes and journeys, implementing strategies that drive acquisition, retention, reduce churn, and enhance customer satisfaction, loyalty, and advocacy.
• Be the expert on customer behaviour, identifying their decision-making triggers and barriers, gathering real-time feedback to improve the customer experience.
• Collaborate with marketing managers and analysts to segment the customer base and develop targeted strategies, identifying continuous improvement opportunities.
• Test, refine, and optimize strategies to drive customer value.
• Analyse the competitive landscape, understanding how competitors structure their customer journeys and identifying best practices.
• Work closely with product management and marketing communications to craft product positioning and messaging tailored to our target audiences.
• Continuously review and evolve processes for tracking and managing every customer interaction throughout their lifecycle.
• Drive adoption of technology and automation in communication and marketing using CRM/CDP systems, delivering timely, personalized messages at scale.
• Ensure customer experience strategies align with the overall brand vision and business objectives, creating a seamless and engaging journey across all touchpoints.

Customer Journey Mapping and Optimization:

• Lead the mapping of the customer journey to identify key touchpoints for engagement, retention, and conversion, ensuring a smooth and cohesive experience across all channels.
• Identify opportunities for automation at critical stages of the customer journey (e.g., onboarding, deposits, withdrawals, gameplay, and loyalty programs) to drive engagement and satisfaction.
• Optimize customer-facing processes to reduce friction and enhance the overall user experience, ensuring customers have a seamless journey from first touch to long-term loyalty.

Customer Engagement and Retention:

• Implement data-driven strategies to drive customer retention, increase engagement, and improve customer lifetime value through tailored content and proactive engagement tactics.
• Develop and oversee loyalty programs, personalized promotions, and customer re-engagement strategies to retain existing bettors while attracting new users to the platform.
• Continuously analyse customer behaviour data to optimize engagement campaigns and increase conversion rates.

Customer Experience Optimization:

• Oversee the delivery of hyper-personalised content, including targeted promotions, messages, and rewards, that resonate with customers based on their behaviours, preferences, and betting habits.
• Drive the automation of communication and marketing efforts, using CRM/CDP systems, automation, and other software to deliver timely, relevant, and personalized messages at scale.
• Ensure that customer experience strategies are aligned with the overall brand vision and business objectives, providing a seamless and engaging journey across all touchpoints.

People:

• Lead, mentor, and manage the Customer Experience and Engagement Team, providing guidance and resources to deliver exceptional experiences, innovative strategies, and consistent results.
• Collaborate with marketing, product, contact centre, customer support, BI, BA, and other teams to develop and map out customer journeys, ensuring optimal customer experiences.
• Collaborate with other managers to optimize workflows, resolve challenges, and implement effective solutions.
• Effectively manage a variety of projects with a diverse team, ensuring alignment and smooth execution.
• Set direction, conduct performance reviews, and manage day-to-day operations of the team, ensuring continuous high performance.
• Foster strong relationships with team members, cross-functional teams, customers, regulatory bodies, and other key stakeholders.
• Utilise excellent project management, organisational, and time management skills to drive team success.
• Demonstrate strong leadership, communication, and decision-making skills to inspire and guide the team toward achieving objectives.

Business Development:

• Use strong analytical abilities to evaluate end-to-end customer experiences and journeys across multiple channels as well as customer touch points.
• Ensure a thorough understanding of our customers and products and be obsessive about how we communicate with our stakeholders.
• Conduct a situation analysis of our current marketing activities and make recommendations for improved outcomes and efficiencies.
• Consistently identify revenue opportunities within our established customer base and manage consistent growth by effectively targeting new audiences.
• Identify competitors and evaluate their strategies and positioning and devise counter strategies.

Analytics & Reporting:

• Understand key performance metrics, automation and make use of analytics tools to provide in-depth research, forecasts, competitive analyses, campaign results, and customer trends & insights to translate results into actionable insights for Teams across the business.
• Use advanced segmentation and targeting techniques to tailor content and communications, ensuring relevancy and maximizing impact.
• Continuously monitor industry trends, customer feedback, and competitor activity to stay ahead of customer expectations and implement necessary changes.
• Exceptional ROI-tracking skills, able to prove what is –or isn't—working and providing recommendations and adapting plans to improve performance.
• Weekly, monthly, quarterly and annual reporting.
• Ongoing review of analytics to provide insights and optimize strategies and plans.

Other:

• Other ad hoc duties that might be required.

What You'll Bring To The Team:

• Ability to collate, verify, and analyze reports, identifying trends and making strategic recommendations.
• Skilled in building and maintaining professional business relationships across all levels, both internally and externally, using networking and influencing skills.
• Skilled in building and maintaining professional business relationships across all levels, both internally and externally, using networking and influencing skills.
• Strong understanding of business drivers, financial awareness, cost control, and adding value to decision-making.
• Ability to interpret organizational strategy and develop tactical action plans aligned with long-term objectives.
• Delivering high-quality outputs by ensuring attention to detail and process adherence.
• Excellent verbal and written communication skills, with the ability to engage diverse audiences, present ideas clearly, and inspire enthusiasm within teams.
• Takes ownership of tasks, follows through on commitments, and takes corrective actions when needed.
• Consistently meets business goals, deadlines, and quality standards while maintaining a strong focus on organizational objectives.
• Keeps up with market trends and customer needs, driving product innovation and service improvements.

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