Customer Experience Manager

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeMarketing Tempo inteiro R$100.000 - R$150.000

iHunters is partnering with a global leader in the iGaming industry. The company operates at the intersection of technology, entertainment, and data, delivering best-in-class digital experiences in a highly dynamic and regulated environment.

In this role, you will be responsible for planning and coordinating the execution of the CRM strategy for the Sportsbook and Casino products across multiple channels. Your focus will be on creating high engagement in all channels and for driving upwards the number of active players, retention, reactivation, and cross-sell objectives for Sportsbook and Casino members.

Main Responsibilities:

  • Develop a comprehensive, data-driven CRM strategy for the local market in collaboration with the HQ team taking into account local compliance, market conditions and competition;
  • Take ownership of the CRM plan;
  • Plan and develop local, personalized and targeted campaigns using relevant customer channels such as onsite messaging, email, messaging and Social Media;
  • Liaise with CRM Strategy Team in HQ for fine-tuning of the automated lifecycle journeys, keeping stakeholders updated on market insights, competition intelligence, best practices;
  • Ensure campaign execution and delivery is completed as per plan and all the relevant stakeholders are aware of the volumes, performance and outcomes;
  • Deploy bonus budget profitably through robust planning, execution and analysis;
  • Analyze historical revenue performance and forecast future program performance;
  • Initiate and manage the development process of creatives -from brief to delivery- with a laser focus on the customer insight and deliver customer engagement and response;
  • Lead ongoing segmentation of the customer base in the market to identify insights and target customer segments with specific campaigns;
  • Identify customer touchpoints and ensure that the right actions and communications are implemented;
  • Keep abreast of advertising standards and consumer protection laws and standards in the local market;
  • Follow and report on competitor activity within the local market;
  • Regularly report to senior stakeholders on the success of campaigns, demonstrating a deep understanding of customer motivation.

Requirements:

A successful candidate should have strong experience in CRM, lifecycle management or marketing, preferably in a technology company.

  • A proven track record of developing and implementing a campaign strategy based on an understanding of customer needs and customer profile;
  • Well-versed in extracting customer insight from data;
  • Great organization, planning and prioritization skills, with strong attention to detail;
  • Solid experience in implementing, driving and managing complex multi-channel campaigns;
  • Professional experience in operating CRM tools (Adobe Campaign or Salesforce CRM, for example). Optimove tool will be considered a plus;
  • Exceptional stakeholder management and collaboration skills;
  • Excellent command of the English language.

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