Senior CRM Retentions Specialist

2 months ago

Sandton, South Africa Initiate International Full time
About the Role

We are seeking a highly skilled CRM Retention Strategist to join our dynamic team at Initiate International. As a key member of our Retention Marketing department, you will play a vital role in developing and executing strategies to retain and nurture our existing player base.

Key Responsibilities
  • Strategic Planning: Collaborate with our marketing, product development, and customer support teams to align retention strategies with our business objectives.
  • Data Analysis: Analyze player data to tailor retention strategies based on regional preferences and behaviors, enhancing loyalty and satisfaction.
  • Content Creation: Develop personalized content for various player segments and manage multi-channel campaigns to boost engagement.
  • Process Optimization: Work with our Product and GSP teams to ensure a seamless user experience across all touchpoints.
  • Data Management: Optimize data and systems like XP and Optimove to track player interactions and preferences.
  • Retention Strategies: Focus on enhancing engagement to improve retention rates, including increasing monthly activity, deposit value, and the number of deposits.
  • Competitor Research: Develop a coherent retention plan, conduct competitor research, and create new retention triggers like bonuses and promotions.
  • Process Monitoring: Monitor critical retention processes, including product engagement, bonus redemption, and cashier UX.
  • A/B Testing: Implement A/B testing and leverage all retention offerings to maximize player value.
  • Best Practices: Advocate for best practices and innovations, and develop tailored retention offers for key campaigns.
  • Performance Monitoring: Continuously monitor communication effectiveness (deliverability, open rates, click-through rates), month-on-month retention rates, and player value using KPIs such as ARPU and deposit ratios.
  • Reporting: Report monthly on retention and player engagement initiatives by brand.
Requirements
  • Industry Experience: Experience in the gambling industry is essential.
  • Regulatory Knowledge: Knowledge of regulatory requirements and compliance related to responsible gambling.
  • Communication Skills: Strong communication and problem-solving abilities.
  • Marketing Expertise: Experience in multi-channel marketing is advantageous.
  • CRM Software: Familiarity with CRM software such as Optimove, XP, and Smartico is essential.
  • Data Analysis Tools: Understanding of Power BI or Tableau is desirable.
  • Collaboration Tools: Previous experience with Microsoft Teams and SharePoint is beneficial.
  • HTML Development: Knowledge of HTML email development is a plus.
  • Third-Party Providers: Experience working with third-party game providers is advantageous.

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