CRM Executive

Brighton, East Sussex
27 Jul 2017
24 Aug 2017
Data , Marketing
Contract Type
Full Time

Purpose of the Role: To assist the CRM Manager and the CRM Team in delivering a fast and efficient CRM operation.

Key Responsibilities:

·         Working with Country Managers and Senior CRM team members to create an ongoing communications plan for distinct, multi-national territories.

·         Configuring and executing all CRM activity for the business, including email, direct mail, SMS marketing and site/mobile messaging.

·         Proofing all campaigns and ensuring that quality standards are met.

·         Driving forward performance of email marketing in terms of Open Rate, Click Through Rate and ROI, whilst reducing unsubscribed rates.

·         Implementing testing from CRM meetings, to develop rich and dynamic content, subject lines and promotional offers.

·         Monitoring customer experience across all channels and making changes as required (through support teams), to ensure any sub-optimal items/processes/pages etc. are improved.

·         Continually improving creative techniques, performance and output/productivity levels.

·         Adhering to CRM communications calendar to ensure that all campaigns are delivered in a timely manner and within pre-approved deadlines.

·         Ensuring timely and on target configuration and execution of CRM campaigns.

·         Effectively communicating on campaign definitions and builds, revising campaigns on a continuous basis and communicating any changes to the key stakeholders.

·         Ensuring that all campaigns are configured according to campaign definitions.

·         Ensuring the campaign builds are updated to reflect any changes to our products and key seasonal events.

·         Maintaining details of contract strategy, together with key information/data to support revisions/optimisation.

·         Maintaining consistent contact with customers and optimising customer journey across products and platforms.

·         Co-ordinating between stakeholders to ensure efficient creation and execution of campaigns.

·         Driving flexible and creative CRM initiatives, in close alignment to CRM Analyst recommendations.

·         Supporting the CS and Product Teams by dealing with player query escalations pertaining to campaign configuration, target audience, suppression criteria, contact rules etc.

Other Responsibilities:

·         Keeping abreast of professional knowledge by maintaining personal networks and studying developments within the industry, to ensure that Panserve is one-step ahead. Participating in training as appropriate to maintain own professional expertise and CPD.

·         Escalating issues to Senior CRM Team members as appropriate.

·         Undertaking other reasonable duties as instructed by senior management.

Required Skills and Abilities:

  • Minimum 1 year experience in configuring communication across media of email, SMS, Push and Direct Mail.
  • Customer focus and commitment to excellent service.

·         Good working knowledge of Microsoft Office applications, particularly Excel.

·         Excellent verbal and written communication skills in English.

·         Accuracy and strong attention to detail.

·         Excellent numeracy and analytical skills.

·         Good report writing skills.

·         Proactive and results driven approach.

·         Good organisation and prioritising abilities.

·         Ability to multitask and work under pressure.

·         Exceptional creative thinking and problem-solving skills.

  • Good interpersonal and relationship building skills.
  • Ability to learn quickly in a changing environment.
  • Confidence and ability to deal with difficult situations.
  • An interest and understanding of Sport is essential.

Desired Skills and Abilities:

·         Degree in computer science or equivalent through experience.

·         Recent experience in a relevant gaming/betting role (CRM, Communications, Product).

  • Strong presentation skills.
  • Profound experience of managing stakeholders.
  • Conceptual understanding of audience segmentation would be advantageous.

·         Strong knowledge of HTML coding for emails.