Job Description Are you a seasoned Retention/CRM professional with a passion for customer retention? We are seeking a Head of Retention to lead and innovate our customer retention strategy across all our Rank International brands: YoCasino, YoBingo, YoSports, and Enracha.es!
The key functions of the team are CRM planning & execution, design and copy, and high-value customers.
Working with the teams, you will set out and deliver data-led strategies to enhance the retention of existing customers via promotions, products, and communications. A key measure of success for this role is the ability to create and deliver a vision for the CRM function, working closely with leadership and the technology teams.
You will also be a process expert who can identify problem areas, create elegant solutions to ease workflow and promote your team's natural flair for excellent execution.
The key focus of your role will be to put the customer at the heart of everything we do and drive engagement with the ultimate objectives of increasing conversion, loyalty, lifetime value, cross-selling, and reactivation.
Strategic Leadership: Develop and execute a comprehensive CRM strategy to enhance customer retention through promotions, products, and communications.
Team Collaboration: Work closely with various teams, including Product, Marketing, Analytics, and Technology, to ensure seamless execution of data-driven retention strategies.
Customer Focus: Place the customer at the heart of all activities to drive engagement and increase conversion rates, loyalty, and lifetime value.
Process Improvement: Identify and solve workflow issues, promoting efficient and effective execution within your team.
Campaign Management: Plan, execute, and measure CRM campaigns, ensuring a test, learn, and refine approach.
Innovation: Introduce new CRM tools and techniques, such as push notifications and rich media SMS, to differentiate our brand.
Reporting & Analysis: Report on key KPIs such as conversion, upsell, cross-sell, churn, and campaign performance. Ensure continuous evaluation and optimization of CRM initiatives.
Compliance: Ensure all communications comply with relevant regulatory and GDPR frameworks.
Key Measures of Success:
Vision and delivery of CRM strategies.
Improved customer retention metrics.
Successful collaboration with leadership and technology teams.
Join us and lead the charge in transforming our CRM function to drive customer retention and engagement. Apply now to become the flagbearer for our retention initiatives!
Qualifications Experience in the gambling sector (ideally) OR financial services, multi-channel retail, telecommunication, entertainment, or agency background.
Ability to build strong relationships with all stakeholders, and tailor communication to meet the stakeholder's needs.
Proven experience in influencing at all levels of the organisation and cross-functionally, providing clarity and insight to complex discussions and debates to achieve resolution and understanding.
Proven track record of creating and executing segmented end-to-end customer lifecycle journeys.
Experience with CRM or Email marketing software essential (e.g., Emailvision/SmartFocus/Silvepop/Salesforce/Adobe).
Proven experience in working with a mass-market customer base and executing a CRM strategy.
Proven track record utilising an enterprise campaign management solution to drive multi-channel, highly segmented CRM initiatives.
Experience in driving measurable revenue growth through customer marketing delivery.
Computer experience - must be competent (intermediate to advanced) in Microsoft Office.
Experience with Bingo and/or Casino as a user is a plus.
Degree in some marketing or analytics-related field.
Additional Information You're probably wondering outside of a fun, exciting, and varied role – what else do you get? You'll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we're here for you.
We'll also invest in your growth by providing development opportunities, leadership training, and cutting-edge industry certifications so you have the tools and resources to help you work, win, and grow with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
The Rank Group is committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
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