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- Develop a comprehensive customer communication strategy for the assigned lifecycle stage and tailored to the brand, product and customer.
- Mapping out personalised customer journeys across multiple channels (email, website, SMS, outbound etc) to enhance customer engagement and retention
- Utilise customer data to segment audiences effectively and identify opportunities for personalisation, leveraging CRM tools and analytics platforms
- Tailor content messaging and offers based on customer preferences, behaviour, and lifecycle stages
- Ownership of the end-to-end CRM lifecycle campaigns, covering designing, building, proofing, testing, and sending of automated campaigns to drive incremental value.
- Develop & improve our trigger, Milestone & automated campaigns.
- Articulate and present data and learnings effectively to key business stakeholders - providing regular reports and insights to stakeholders and leadership teams
- Constantly identify gaps and develop new processes and procedures to ensure CRM best practice and alignment
- Conduct A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness.
- Work closely with cross-functional teams such as marketing, commercial, product, Insight, and content, to align initiatives with broader business goals
- Keep abreast of industry trends, best practices, and emerging technologies in CRM and personalisation to drive continuous improvement and innovation
- Direct experience in the delivery of automated CRM communications across multiple platforms and channels
- Proven leader in using data to inform life cycle-led multi-channel campaigns
- Advanced working knowledge of Optimove or similar CRM Tool, creative optimisation, data management, identifying customer-level insights and multi-channel functionality
- Natural curiosity to understand customer needs through profiling and direct-marketing principles including AB test design and analytics
- Exceptional project management and organisation skills, with meticulous attention to detail
- Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively to stakeholders and senior leadership
- Experience within the online gaming sector and an interest in its product offering is desirable
- Results-driven marketer with proven quantitative and analytical skills
- Relevant experience with analytical tools (e.g. Qlikview / Power Bi/ SQL etc.)
