The Role..

Reporting to the Senior CRM Manager – In Life, the key purpose of this role is to lead the team delivering all Betfair's Gaming CRM communications across UKI. Managing a multi-channel, multi promotional programme the key result will be to retain as many Betfair Gaming customers as possible whilst driving a general increase in engagement across campaigns reporting results back to the business and managing a test and optimisation plan.

Responsibilities cover management of the full CRM process from the planning to building and execution of a campaign. This manager will be responsible for the management and development of a CRM Executive and will work closely with the Senior CRM manager for in-life, the Head of CRM, Betfair and alongside the CRM Sports Manager, Creation & Innovation and Data & Deployment teams to bring the brand's strategy to life in communications achieving both commercial and marketing objectives responsibility and in line with local regulation and legislation

What You'll be Doing..

• Lead a team to plan, build and execute CRM campaigns for Betfair Gaming customers across UKI, based on specific customer segmentation, campaign or behavioural change objectives. This will be achieved by:
  • Acting as a main point of contact for Betfair Commercial Managers, Customer Service Escalation Managers, Insight and Responsible Gambling teams
  • Striving to constantly improve targeting and campaign performance.
  • Working closely with Creative Studio and the Creation & Innovation team to deliver exciting on brand content (both visual and copy).
• Facilitate the quarterly and monthly planning process and own the resulting activity plan for Gaming customers with a view to developing longer term customer-centric plans which result in improved campaign execution and performance
• Work closely with the CRM Sport manager to align multi-product customer experience
• Establish a strong relationship the CRM Sport manager and CRM Manager for Early Life and Retention to deliver an integrated comms plan.
• Manage an Exec, developing work plans which align to the team goals, helping them devise personal development plans and providing ongoing guidance and support.
• Deliver monthly reporting which clearly links to CRM & Commercial OKRs highlighting which activities should be dialled up / down..
• Foster culture of continuous improvement, role modelling the use of all available marketing technology to drive continuous improvement.
• Regularly sharing plans and learnings with the Commercial Managers to see what can be optimised and reapplied across campaigns.
• Identify opportunities for automation and scale, co-ordinating a breadth of teams to implement.

What We're Looking For..

• Ability to understand the implementation of sophisticated customer segmentation and multi-touch campaign strategy.
• Data literate and comfortable in using data to make better decisions
• Collaborative, with ability to build strong relationships with both P&L teams, as well as other Marketing teams.
• Knowledge of CRM systems and processes (ESP software, planning tools Excel & Powerpoint).
• Proven experience in a similar position or a high flying, ambitious executive looking to step up.
• Extensive experience of creating and executing CRM campaigns that provide a best in class customer experience and drive improved commercial performance
• Good knowledge of online gaming or gambling.
• Knowledge and experience of using Google Analytics and/or Tablea desirable