Senior CRM Retentions Specialist

2 months ago

Sandton, South Africa Initiate International Full time

As our client undergoes significant growth, they are seeking a committed CRM Retentions Specialist to join their dynamic team in Johannesburg. Under the leadership of the Head of Retention Marketing, this department plays a vital role in managing and enhancing player engagement, retention, and loyalty.

The CRM Retentions Specialist will focus on creating and executing strategies to retain and nurture the existing player base while contributing to the overall expansion of the player community and revenue streams.

This position requires a thorough understanding of Customer Relationship Management (CRM) systems and expertise in omni-channel marketing. The Specialist will collaborate with cross-functional teams to enhance customer loyalty, minimize churn, and maximize customer lifetime value, thereby boosting overall business performance.

Your key job responsibilities as the Senior CRM Retention Specialist in Johannesburg will include:

  • Collaborate with marketing, acquisition, product development, and customer support to align retention strategies with business objectives.
  • Analyze player data to tailor retention strategies based on regional preferences and behaviors, enhancing loyalty and satisfaction.
  • Create personalized content for various player segments and manage multi-channel campaigns to boost engagement.
  • Work with Product and GSP teams to ensure a seamless user experience across all touchpoints.
  • Optimize data and systems like XP and Optimove to track player interactions and preferences.
  • Focus on enhancing engagement to improve retention rates, including increasing monthly activity, deposit value, and the number of deposits.
  • Develop a coherent retention plan, conduct competitor research, and create new retention triggers like bonuses and promotions.
  • Monitor critical retention processes, including product engagement, bonus redemption, and cashier UX.
  • Implement A/B testing and leverage all retention offerings to maximize player value.
  • Advocate for best practices and innovations, and develop tailored retention offers for key campaigns.
  • 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.
  • Analyze bonus cost management and channel retention efficiency (SEO, ITG, Affiliate).
  • Report monthly on retention and player engagement initiatives by brand.

Requirements for this Senior CRM Retentions Specialist job in Johannesburg:

  • Experience in the gambling industry is essential.
  • Knowledge of regulatory requirements and compliance related to responsible gambling.
  • Strong communication and problem-solving abilities.
  • Experience in multi-channel marketing is advantageous.
  • Familiarity with CRM software such as Optimove, XP, and Smartico is essential.
  • Understanding of Power BI or Tableau is desirable.
  • Previous experience with Microsoft Teams and SharePoint is beneficial.
  • Knowledge of HTML email development is a plus.
  • Experience working with third-party game providers is advantageous.

If you are passionate about player engagement and retention and thrives in a fast-paced environment, then apply today Joining this organization presents an opportunity to make a significant impact on players’ experiences and contribute to the continued growth and success of the business.

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