The Role....

Flutter is the world's largest sports betting, gaming and entertainment provider. We serve over thirteen million customers worldwide. Betfair is one of the key brands within the group. Betfair operates globally and gives online sports betting customers an unparalleled offer with its market-leading Exchange and Sportsbook providing consistent value, choice and innovation. We are well known for our insight-led approach to marketing and communicating with our customers around the world. Betfair is looking to grow its presence in Latin America and is planning to enter Colombia in the coming months.

As CRM manager, you'll be joining a small upstart local team based in Bogota and responsible for launching and growing Betfair in Colombia. This role will report into the Head of Customer Experience.

What You'll Be Doing...

The successful candidate will own all customer communications from day one and will need to develop and implement a CRM strategy from scratch. This is a very hands-on role with responsibility for:

• Define and deliver the CRM strategy for Betfair Colombia to increase customer value and maximise retention
• Plan and execute all customer communications – this includes marketing and responsible gambling communications
• Manage customer data, communication preferences and suppressions with a high degree of care. Being responsible and aware of data protection rules is a critical element of this role
• Develop and maintain logical early life, in life and churn prevention programmes, aligned to acquisition sources, behaviours and commercial requirements.
• Develop and deliver in life segmentation plans that move customers towards preferred behaviours.
• Seek to automate CRM campaigns where possible and where relevant to reduce manual work and human errors
• Put the customer experience at the heart of what you do – write and share messages that will make their experience with Betfair better
• Push for creative excellence – communications should be compelling, on brand and drive customer activity
• Build clear plans to increase Marketing opt-ins and engagement through Marketing preferences
• Develop clear measurement frameworks and report on performance frequently and clearly, with data driven rationale

The ideal candidate will be a doer. S/he needs to be comfortable manipulating customer data and setting up CRM campaigns using backoffice tools. S/he should also have strong commercial acumen.

What We're Looking....

• Experience in managing CRM for a B2C digital business required
• Previous experience in the gambling sector is a plus but not essential
• Needs to be both a doer and a commercial thinker
• Top class numeracy and analytical skills – can handle large amount of customer data in a safe and effective manner
• Top class writing skills – needs to be comfortable drafting all customer comms
• Excellent interpersonal skills and stakeholder management
• Must be fluent in both English and Spanish