Customer Engagement Specialist
2 weeks ago
About the Role
We are seeking a highly skilled Customer Success Manager to join our team at Hollywoodbets. This is a strategic leadership role responsible for bridging the gap between our customers and our brand.
Responsibilities
- Understand and document our customer-centric process and journey.
- Create and implement strategies that drive customer acquisition, retention, and reactivation.
- Be the expert on our customers - who are they, how, when, and why they make the decisions they do, any barriers to buying, and build strong relationships with them by gathering customer feedback in real-time.
- Collaborate with marketing, product, contact centre, customer support, BI, BA, and other teams to develop and map out our customer journeys ensuring we provide the best possible customer experience.
- Develop and implement strategies that drive the acquisition of new customers, retention of existing customers, and reduce customer churn.
- Work with teams across the business to create and implement strategies that increase customer satisfaction rates and drive customer loyalty.
- Identify key triggers that will improve acquisition, retention, and communication strategies.
- Champion opportunities to consistently improve the Hollywoodbets customer experience and be the voice of the customer.
Requirements
- A minimum of 5 years of experience in performance marketing, brand management, communication, and advertising.
- A minimum of 5 years in a management role.
- A minimum of 5 years of CRM and customer experience.
- A valid driver's license and a reliable means of transportation.
What You'll Bring To The Team
- Excellent communication skills and the ability to communicate with people from diverse backgrounds.
- The ability to develop and maintain professional business associations at all levels.
- Understanding of main business drivers in order to impact on decision-making, demonstrating financial awareness; controlling costs and thinking in terms of profit, loss, and added value.
- The ability to interpret organizational strategy and translate this into tactical action plans.
- Ensure the quality outcome is achieved.
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