CRM Executive - Canada

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The Department

The Country Management Department is responsible for all aspects of the business for their particular region(s). With the CRM team within the department responsible for optimising all stages of the customer lifecycle to ultimately retain the customers for longer, and ensure they are playing in a safe and responsible manner. This includes the creation, segmentation and execution of campaigns, as well as the reporting on our main KPIs.

Purpose Of The Role

The CRM Executive is responsible for executing the CRM Strategy alongside their peers, with the ultimate aim of improved customer retention and therefore improved customer value. The role will be key in further expanding our Below The Line & Above The Line CRM offering in Canada, particularly looking for opportunities to test and learn. It will also involve collaborating with various internal stakeholders such as Trading, Country Management, Acquisition, Product and Creative. This role revolves around the optimal use of technology and data to improve the effectiveness and efficiencies of CRM campaigns.

Duties Include, But Not Limited To

• Managing projects with involvement in all CRM processes starting from planning up until execution and then reporting.
• Being hands on with the Sports customer onboarding sequences to ensure new customers have the best possible experience in their early Betway lifecycle.
• Managing content creation with the help of the creative department.
• Ensuring the Betway websites are up to date, particular the mobile site.
• Troubleshooting of issues with automated comms and workflows.
• Managing a range of communication tools email, SMS, push notification, in-app messaging, landing pages.
• Reviewing and reporting on campaigns, looking to spot trends we can try to reverse or enhance.
• Scheduling the communications calendar with stakeholders in the same regional team.
• Implement personalisation strategies based on a data driven approach.
• Managing the execution and delivery of new workflows around the full customer lifecycle.
• Manage a range of automated communications (SMS, email, Support tasks) within workflows.
• Continual tests to optimise all campaigns.
• Competitor analysis to better understand our positioning in the market.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

Essential Criteria

• Demonstrate consistent behaviour with the organizational culture.
• Verbal and written English
• Strong numerical & analytical skills
• A passion for CRM and data insights
• Project management and delivery focused
• Ability to multi-task and manage multiple assignments whilst liaising with a variety of stakeholders
• Interest in Sports popular within Canada - preferably Ice Hockey

Desirable Criteria

• Experience in the Betting Industry
• Written French
• Exposure and good knowledge of a content management system and/or HTML
• Knowledge of the Canadian market
• Strong problem-solving skills in understanding and diagnosing solutions.
• Experience with excel in some capacity
• Experience with Salesforce Marketing Cloud (Content Builder, Journey Builder etc.)

Person Specifications

• Team Orientation
• Organisation & Planning)
• Thinking Skills)
• Problem Solving
• Ownership & Accountability
• Initiate Action
• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

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