Retentions Specialist

Department:

Our CRM team sits at the heart of the player experience. We focus on building meaningful, long-lasting relationships with our players through personalised communication, data-driven campaigns, and a deep understanding of player behaviour. The team works closely with Product, Marketing, VIP, Support, and Compliance to ensure every touchpoint feels seamless, engaging, and aligned to our brand. With creativity, collaboration, and a strong customer mindset, CRM plays a key role in driving retention, loyalty, and overall business growth.

Overview & Purpose:

We are seeking a dynamic and results-driven CRM Specialist to join our team at Dream Team Gaming, a leading online casino. The ideal candidate will be responsible for managing customer relationships, enhancing player engagement & value and driving customer conversion & retention strategies. This role requires a blend of analytical skills, creativity, and a passion for the iGaming industry.

You will work closely with Acquisition, Games, Product Development, Player Development, Design and Customer support teams to align Conversion, Retention and Reactivation strategies with overall business goal of increasing retention, player value and customer experience.

Analyze data to segment players and tailor conversion strategies based on regionalization + player traffic sources like ITG, SEO and Affiliate which will in turn foster player loyalty and satisfaction.

Create personalized and engaging content that aligns with player segments and preferences.

Plan, manage and deliver multi-channel campaigns which will increase the time a player spends engaging with the product.

Collaborate with the Product and GSP departments to ensure that the player's user experience across all touchpoints is seamless and optimal.

Manage and optimize the use of data and systems like XP and Optimove to track player interactions, preferences, and behaviour.

Key Responsibilities:

• Develop and execute CRM strategies to enhance customer engagement, retention, and lifetime value.
• Manage customer databases and segmentation to tailor marketing campaigns effectively.
• Analyse customer data to identify trends, behaviours, and opportunities for personalized marketing.
• Monitor and improve communication effectiveness by ensuring we have high Open and CTR.
• Work closely with CRM Operations team to ensure that your promotions are built and executed with in deadline and with the highest level of Quality.
• Collaborate with Design Team to ensure we have top notch and above industry standard copy and design.
• Collaborate with Games Team to ensure that we have the right games offerings, placements and games supplier promotions.
• Collaborate with Player Developments teams to ensure that the right campaigns are developed and implemented for high value customers.
• Monitor and report on the effectiveness of CRM initiatives and adjust strategies as needed.
• Ensure we have an Omni channel approach, and we use all communication channels effective with a key focus on Real Time and Onsite Messaging.
• Ensure promotion plan is shared and visible to all stake holders.
• Respond to customer inquiries and feedback, ensuring a positive customer experience.
• Conduct A/B testing on campaigns to optimize performance and engagement.
• Coordinate with the product team to ensure alignment of customer feedback with product offerings.
• Stay updated on industry trends and competitor activities to inform CRM strategies.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.

Essential Criteria:

• Bachelor's degree in marketing, Business Administration, or a related field
• Proven experience in CRM or customer engagement roles
• Experience writing marketing or promotional copies
• Strong analytical skills with experience in data analysis and reporting tools
• Exceptional communication and interpersonal skills, with the ability to engage effectively with customers and team members
• Experience using CRM software and tools (e.g. Xtremepush, Optimove, or similar)
• Creative thinker with the ability to develop innovative marketing strategies
• Knowledge of relevant regulations and compliance issues within the online gaming industry
• Ability to work in a fast-paced environment and manage multiple projects simultaneously

Desired Skills:

• Knowledge of relevant regulations and compliance issues within the online gaming industry
• Experience working within the online gaming or gambling industry
• Familiarity with loyalty programs and customer segmentation
• understanding of player psychology and behaviour

Person Specification:

• The ideal candidate will be a self-motivated energetic individual
• Strong Relationship Management
• Customer-Centric approach including proactivity and a service-orientated approach
• Discretion and professionalism encompassing confidentiality: handling sensitive information with discretion and a professional demeanor
• Requires a target driven individual
• Effective and well-developed communication skills are a prerequisite for the role, both written and verbal
• Excellent decision-making ability
• Innovation and ability to think "outside the box"
• Strong work ethic
• The ability to thrive is a fast-paced environment and value attention to detail

Reporting and Interaction:

• Managerially Accountable to: Head of CRM
• Key interactions include: Player Development and Management, Customer Support, Compliance, Marketing and Product