Senior CRM Executive

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 30+ well-known brands and over 29,000 people, but we all play for the same team. When we win, we win together. 

 

Our vision is to be the world number one in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment. 

Across the UK and Europe, we operate a portfolio of renowned consumer brands, including Ladbrokes, Coral, Gala, Foxy, Bwin, Party, and more. In this role, you'll be responsible for overseeing the direct marketing activities for some of these brands, delivering targeted communications to our customers. Our aim is to create personalized customer engagement plans, ensuring that each customer's marketing experience is tailored to their preferences. 

As a CRM professional, you'll drive the development and execution of a comprehensive CRM strategy, focusing on customer satisfaction and engagement. The role aims to optimize campaign performance, achieve key performance indicators (KPIs), and deliver financial targets. Additionally, it involves scaling CRM activities, implementing automation and personalization techniques, and staying updated with industry best practices to drive innovation in CRM technologies. 

Ultimately, your role will contribute to building strong customer relationships, achieving key performance indicators, and driving the success of our CRM strategy. 

We offer flexible working options to accommodate diverse needs and promote work-life balance. 

Strategy and Planning 

• Responsible for planning, coordinating, analysing, and optimizing all CRM Player Marketing activities.  

• Develop creative promotions and campaigns to enhance customer satisfaction and engagement. 

• Identify new opportunities to scale activity. Translate them into campaign plans, considering previous performance and upcoming Sport events and/or Gaming Propositions around regular and seasonal cycles. 

• Accountable for campaign performance, including impact on KPIs e.g. reach, engagement, conversion rates, reactivation rates, turnover, NGR etc.  

• Introduce automations to manage segmentation and personalisation. 

• Ongoing monitoring of channel and campaign performance and its budget. 

• Where needed re-forecast to shift/request budget to maximise results. 

• Drive testing and campaign optimisation to maximise engagement and results.  

• Coordinate planning across products for a unified customer-centric approach. 

Marketing Execution 

• Accountable for the day-to-day campaign built, smooth customer journey and timely execution. 

• Assess team knowledge gaps and arrange CRM training. 

• Implement improved CRM processes and opportunities. 

• Manage backlog and roadmap of implementation for extra features, segmentation logic, technical improvements, new channel, etc. 

• Contribute to A/B testing road map driven by CRM optimisation strategy. Align with brand team when concerning creative and copy, keeping channel best practises in mind. 

• Ensure CRM campaign tracking is implemented correctly so CRM spend and reporting can be efficiently measured and attributed back to the relevant campaign, offer and budget. 

• Monitor individual channel performance. Where suitable automate and personalise. 

• Conduct in-depth market research and analysis to evaluate trends, brand awareness and competition ventures. 

• Work with Brand, Real Time CRM, Life Cycle and Proposition teams to ensure the full player marketing funnel is in harmony from a creative/message/proposition/audience point of view. 

• Deliver weekly and monthly performance reports. Present findings, results and recommendations on campaign strategies, target groups and creative efficiency. 

• Report back performance insights to creative studio and brand marketing team to keep improving creative efficiency. 

• Promptly flag performance drops, identify possible causes and execute correction. 

• Attend all relevant stakeholder meetings. During these sessions share channel specific insights & share actions with CRM Manager. 

• Keep up to date with Industry and CRM best practices and trends.   

• Build & maintain 3rd party relationships with partners. 

• Work with technology teams for specific integrations and or implementations. 

• Leading the roll out and implementation of projects related to technical specialism e.g. data driven creatives, onboarding new tools, automation. 

• Engage with other teams / groups from across the business to drive adoption of technical specialism

Innovation 

• Keep up to date with Industry and CRM best practices and trends.   

• Build & maintain 3rd party relationships with partners. 

• Work with technology teams for specific integrations and or implementations. 

• Leading the roll out and implementation of projects related to technical specialism e.g. data driven creatives, onboarding new tools, automation. 

• Engage with other teams / groups from across the business to drive adoption of technical specialism

Essential: 

• At least 3 years hands on experience in CRM activity.  

• Technical experience working with CRM tools and platforms. 

• Experience of actively using and optimising CRM techniques 

• High-level proficiency in MS Excel, PowerPoint, and Word  

• Strong analytic and qualitative skills with the ability to analyse and use data efficiently. 

• Fluent in the analysis and presentation of data; complex data sets reduced to clear messages resulting in action from the various marketing teams. 

• Strong understanding of CRM legislation and codes of practice. 

• Good technical skills in HTML, Optimove and Salesfoce 

Desired: 

• Fluent in the analysis and presentation of data; complex data sets reduced to clear messages resulting in action from the various marketing teams. 

• Strong understanding of CRM legislation and codes of practice. 

• Good technical skills in HTML, Optimove and Salesfoce 

Equal Opportunities.

If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.

We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.

We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on race, colour, nationality, ethnic or national origin, religion or belief, sex, gender identity or expression, sexual orientation, age, disability, marital or civil partnership status, pregnancy or maternity, or any other status protected by law.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.