Customer Relationship Management Executive

Role: CRM Executive

Overview
Coastline Gaming is a product and tech-focused gaming company operating multiple brands in the Irish gaming market. You will be responsible for executing the delivery of marketing plans for retail and online brands. This project will offer the opportunity to join a small team at the ground level with the fast-paced and exciting environment of a startup coupled with the experience, security and leadership of an established business which has been in operation for over 40 years. Helping to build a multi-channel company touching both retail and online in a fast-growth company means great opportunities for professional and career development going forward.

We are looking for people who can work autonomously and take projects from end to end, who have a passion for learning and applying what new skills they have learned, who have a good attitude to work and who can have a bit of fun!

What You'll Be Doing
Reporting to our Head of Retention, your tasks will be to execute the promotional roadmap set out by the team. You will contribute to the overall CRM strategy, identify improvements and optimisations as well as implement any tactical plans that the team set out.

Working closely with the Casino Team to find suitable content to promote, ensuring an excellent partnership is maintained and built upon. You will ensure all campaigns are in line with regulations and develop promotional activities to grow the business, continuously delivering excellent customer experience.

The successful candidate will partner with the Casino Manager and CRM Manager to define online CRM promotional objectives, profitability and report on all budget spend around promotions. You will strive to continuously improve results across each market by ensuring that all CRM promotions are focused and goal-oriented, and communicated through the right channels.

Responsibilities:

• Leading and delivering the CRM plan with support from the Retention Manager
• Create, maintain and update customer segments
• Implement personalised journeys and manage the timing of customer communications across the player lifecycle for all segments and all channels
• Maintain promo calendar and create campaign content using CMS tools
• Manage the banners, game positioning and overall promotions visibility
• QA, test changes and fix customer journey issues
• Weekly reporting on the success of respective customer lifecycle and optimization plan for improvement, including:
• Engagement metrics (deliverability, open and click-through rates)
• Reactivation journeys to align with overall strategy
• Continuously liaise with customer support team regarding complaints
• Implement retention features within products to enhance the customer experience
• Competitor Research

As the ideal candidate, you will have:

• Experience working in the gambling/gaming industry with knowledge of Gaming products (e.g. Casino and Sportsbook)
• Relevant qualifications or experience in similar roles.
• Experience creating/maintaining customer journeys.
• Experience with retention promotions and loyalty programs.
• Strong attention to detail and English communication skills
• Prior experience with implementing new automation/CRM tools is a bonus

Last application date: We’ll hire as soon as we find a match, apply now