Overview
We are on the lookout for a highly skilled & data-driven CRM Executive (mid-level) to join our team. The role will be full-time and permanent and will follow a hybrid working pattern with a mixture of working from home & our Liverpool office. The role will include the following activities:
Responsibilities
* Supporting CRM strategy across key markets and working closely with the product, data & marketing teams, helping to connect CRM activity to core business KPIs
* Driving customer retention & revenue growth through lifecycle optimisation, experimentation and insights
* Journey & lifecycle management: Designing, building & optimising cross-channel CRM journeys (via email, SMS, push notifications & in-app) across acquisition, onboarding, activation, retention and win-back phases
* Mapping & monitoring customer lifestyle metrics to detect drop-off, slippage and opportunity funnels
* Localising journeys in each market (language, offers, regulatory constraints)
* Analysis, reporting & insights: Delivering weekly / monthly / quarterly performance reporting of CRM programmes vs business KPIS (retention, LTV, ARPU, churn)
* Conducting incrementality / uplift analysis using control groups and advanced testing methodology
* Building dashboards (Power BI, Looker, Tableau) for real-time visibility and stakeholder consumption
* Translating insights into actionable recommendations for marketing, product and operations teams
* Testing & optimisation: Developing and executing A/B, multivariate or n-way tests across messaging, timing, segmentation & creative
* Analysing test results, sharing learning and scaling winning variants
* Establishing testing frameworks, guardrails and documentation of learning
* Cross-functional collaboration: Working with product, data, tech, ops & compliance teams to align CRM with product features and backend data
* Supporting launches, campaigns, seasonal promos & new features with CRM input (e.g. user segmentation & targeting)
* Liaising with local & regional markets to ensure consistency and adaptability
* Strategic & process contribution: Proposing strategic experiments & new initiatives (e.g. predictive reactivation or win-back triggers)
* Helping to refine the CRM roadmap, KPIs and prioritisation
* Ensuring documentation, process standards and internal training on CRM practices are met
* Prioritising, organising and balancing important tasks and any additional duties as required
Qualifications & Experience
* Minimum of ~3 years hands-on experience in a similar CRM role, with a track record of success in retention marketing or lifecycle marketing activities, ideally in an online sportsbook and casino environment
* A proactive, innovative & analytical mindset, with the ability to write SQL queries, explore data and derive segments
* Experience with CRM / automation platforms (e.g. Salesforce Marketing Cloud, Braze, WebEngage, Insider, Xtremepush)
* Proficiency in Excel, BI / dashboard tools (e.g. Tableau, Power BI & Looker)
* Familiarity with experimentation methodology (control groups, uplift, significance)
* Excellent communication & storytelling ability, including the ability to explain data to various stakeholders
* Attention to detail and the ability to manage multiple projects simultaneously
Desirable Skills
* Experience with financial / transaction data, cross-border markets and / or regulatory / data privacy constraints
* Experience of working within the sportsbook or casino industries
Compensation & Benefits
* A competitive starting salary of £30,000 - £35,000 p.a. depending on qualifications & experience
* An attractive performance-related bonus scheme
* State of the art offices in a prime waterfront location
* Contributions towards a gym / health club membership
* Seasonal social events, including parties, pub quizzes, sporting and team-building events
* Access to our Employee Assistance Programme (EAP) & the Royal Liver Building Occupier Loyalty Perks Scheme, café, showers & events programme
* Private medical insurance, health cash plan, life insurance and income protection schemes
* 25 days of annual leave plus bank holidays and opportunities for a hybrid style of working
* A generous contributory pension scheme
* Access to training and development opportunities
* Opportunities to travel to some of our amazing offices abroad (including Las Palmas, South Africa, Tanzania & Kenya)
Progression & Equal Opportunities
Progression: Help us to grow the business and our brand and we will offer you the opportunity to develop a long-term career with us and support to help you progress in your chosen field. We are committed to equal opportunities and applications from individuals are encouraged regardless of age, race, sex, gender reassignment, sexual orientation, disability, pregnancy and maternity, religion or belief and marriage and civil partnership status. We also welcome neurotypical & neurodiverse applicants & highly appreciate skills & mindsets from all groups. If you may require any reasonable adjustments to help you show us your suitability for a role, please include details with your application. If you think you are up to the challenge and like the sound of us, we would love to hear from you! Please apply today with your CV and a brief covering letter! Please note: Right to Work in the UK without requiring sponsorship & ability to attend our Liverpool office 2-3 days per week is essential.
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