CRM Manager (Sports)

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a CRM Manager (Sports), in our Malta office you will take the lead in driving our customer engagement and retention efforts in key territories. You will work closely with senior management to develop and implement cutting-edge Sports CRM strategies, guiding multiple country leads as they execute their localised plans. 

This is a perfect opportunity for an experienced professional, passionate about delivering an exceptional customer experience through innovative campaigns and rewards, who can respond quickly and efficiently under pressure to meet critical objectives.

• Proven extensive experience in CRM management, preferably within the online gambling or related industry.
• Significant experience leading and developing high-performing CRM teams.
• Strong understanding of CRM principles, strategies, and best practices.
• Familiarity with CRM and bonus systems (CDP, CEP, third party bonus tools).
• Excellent analytical and problem-solving skills, with the ability to interpret data and generate actionable insights.
• Outstanding communication and interpersonal skills, with the ability to build relationships and influence stakeholders.
• Knowledge of online gaming regulations and compliance requirements.
• Experience managing CRM budgets and optimising ROI.

• Recruiting, training, and developing a team of CRM professionals, including country leads and coordinators, ensuring they possess the necessary skills and knowledge to support the Company's continued growth.
• Providing ongoing coaching, mentoring, and performance management to enhance individual and team performance while identifying training and development needs and implementing effective solutions for both the team as a whole and the individual team members.

• Defining and implementing localised CRM strategies across key territories, delivering campaign roadmaps to standard and in a timely manner while ensuring all CRM activities align with the overall marketing strategy and business objectives.
• Overseeing the planning, execution, and optimisation of multi-channel CRM campaigns, including email, SMS, push notifications, and in-app messaging.

• Building and maintaining strong, collaborative relationships with key stakeholders across Sport Product, Marketing, and other relevant departments to consistently improve and optimise CRM practices while acting as a CRM subject matter expert, providing guidance and support to stakeholders on CRM best practices and strategies.

• Promoting a data-driven culture within the team by adopting a robust test-and-learn approach to CRM, ensuring all learnings are captured and applied to future campaigns.
• Analysing campaign performance data to identify trends, insights, and opportunities for improvement and leveraging customer insights and feedback to continuously improve CRM strategies and enhance user experience.

• Ensuring all CRM activities meet regulatory standards across all territories, maintaining an in-depth knowledge of licensing frameworks and responsible gaming requirements.
• Implementing and maintaining robust compliance processes and procedures to mitigate risk.

• Staying abreast of emerging trends and technologies in CRM and Sports to drive innovative solutions and practices within the team while evaluating and recommending new CRM tools and technologies to enhance team efficiency and campaign effectiveness.

• Managing CRM bonus costs; ensuring optimal allocation of resources for campaigns and initiatives and monitoring and tracking CRM spend against budget while identifying opportunities for cost optimisation.

• Participating in cross-functional projects that may impact CRM initiatives, providing CRM expertise and insights while collaborating with other departments to ensure a seamless and integrated customer experience.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.