CRM Manager - Sportsbook Retention

Excellent opportunity to join Betsson Group as our new full time CRM Manager - Sportsbook Retention

THE WOW

Betsson Group is seeking a self-driven and detail-oriented CRM expert with a "can-do" attitude to join our Global CRM & Engagement department. This is a fantastic opportunity to become part of an amazing team of CRM and sports enthusiasts.

In this role you are accountable for the successful end-to-end delivery of below the line (BTL) Sportsbook retention campaigns and communications across a variety of the group’s brands and markets. You will be measured on your ability to impact top-line KPIs; your main objectives are to increase retention, prevent churn, drive upsell and ultimately improve the overall player experience and lifetime value.
To be successful in this role, you need a strong understanding of various sports, competitions, and leagues both globally and in Betsson’s key markets, along with a genuine passion for sports to understand what drives and motivates customers.

Key Responsibilities:

You will definitely be busy! Here is a taste of what you will be involved with:

• Customer Communication and Campaigns: Manage and execute hyper-segmented Sportsbook campaigns to increase retention, prevent churn, drive upsell and ultimately improve the overall player experience and lifetime value through personalised interactions with customers.

• Project Management: Use JIRA to efficiently manage projects and tasks, and to maintain effective communications with all teams and relevant stakeholders.

• Automation and Scalability: Implement automated campaign journeys to increase operational efficiency and enable campaign scalability.

• CRM Budget: Utilise advanced prediction modelling to optimise the CRM spend budget. This ensures investment in the right customer segments to drive growth and minimise budget wastage.

• Campaign Optimisation: Continuously optimise offers for increased profitability by experimenting with segmentation audience and reward conditions.

• Analysis: Ensure that campaign analysis is carried out to determine the ROI, and continually tweak and improve Sportsbook retention lifecycle offers and player communications to maximise profitability.

• Process Improvement: Identify opportunities for campaign and process improvement within your team and the broader department, quantify their impact, and drive implementation.

• Localisation and Compliance: Optimise CRM plans to be relevant and localised for each market and collaborate with local market teams to understand key sporting events, competitor activity, regulatory requirements, limitations, and local trends.

• Cross-Team Collaboration: Work closely with the Support team to optimise campaign customer journeys to reduce contact-drivers.

• Stakeholder Reporting: Provide reporting to senior stakeholders on the success of lifecycle activities, demonstrating a deep understanding of what motivates Sportsbook customers.

• On-call: In addition to standard working hours, you will also work on a roster along with other Managers and Coordinators to provide afterhours support on any incidents relating to Sportsbook retention campaigns.

YOU ARE GOOD AT:

• At least five years’ experience in a CRM Manager role in the iGaming industry.

• Experience from working in a multi-brand and multi-jurisdiction environment.

• Good understanding of player segmentation, player bonuses and incentives.

• Excellent ability to interpret CRM data and derive actionable insights.

• Proficiency in CRM tools and email marketing platforms, ideally from Salesforce or Xtremepush.

• Strong understanding of various sports, competitions, and leagues both globally and in Betsson’s key markets, along with a genuine passion for sports to understand what drives and motivates customers.

• Great project management skills, enabling you to handle multiple campaigns and tasks concurrently.

• Results-driven and customer-focused mindset.

• Excellent written and verbal communication skills in English.

EXTRA AWESOME:

• Proficiency in Spanish, Portuguese, Greek, Estonian, or Latvian will be considered an advantage.

WHAT IS IN IT FOR ME?

Much like a rollercoaster, life at Betsson Group is fast-paced, full of twists and turns, and always exciting. With more than 2,800 colleagues representing over 75 nationalities across a global network of offices - including 1,500 at our operational headquarters in Malta - every day brings new challenges and opportunities to grow. It may not be for the faint-hearted, but if you thrive on innovation, enjoy pushing boundaries and want to be part of a diverse, international team, then you’ll fit right in at Betsson.

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