Customer Relationship Management Manager (Sports&Casino)

About GIMO:

Global Interactive Marketing Online (GIMO) is a silver award winner for 2021 Employee Centric Company at the UK Employee Experience Awards (UKEXA) in London. The company was established in 2006, based in the Waterloo/Southwark area with circa 200 employees working for us in London, and an additional 450 employees working globally as part of the group.

GIMO specialises in all aspects of online marketing, website and online games creation in the iGaming, Sports Betting, Poker, and Casino industries. Gimo works in close partnership with leading global gaming brands such as NetBet, 777, and betFIRST.

We have a very multicultural team here at GIMO with employees specialising in all aspects of Marketing, Affiliation Marketing, Development, Web Design, Content, Analysis, Software Development and Customer Service.

About Netbet Brand:

Since 2006, NetBet has delivered the ultimate online casino and sportsbook experience for its players across the globe. Alongside sports betting and casino, players have also enjoyed Lotto, Live Casino, and Poker products.

With access to multiple languages across all its registered markets, thousands of industry-leading casino games, and daily sports events, NetBet has evolved into one of the world’s favourite online gaming brands.

NetBet provides users with a friendly environment, total security, and reliable navigation. Its features are recognised by flagship organisations specialising in regulating and controlling online gaming sites. To enrich player trust and protection NetBet has several gaming licences from across the world including MGA, UK, Mexico, Denmark, Greece, France, Romania, and Italy. This ensures that NetBet operates in line with the rules and regulations of each jurisdiction and that players receive the best possible service.

The Role:

Reporting to the Head of CRM you will be responsible for creating, managing and optimizing the overall CRM strategy for NetBet establish Markets including Finland, Brazil, Denmark, Germany, France, Austria and .com. The role will own all BAU and automated lifecycle campaign strategy focusing on delivering against core monthly KPIs. You will work to plan & optimize the contact & comms strategy. This will require a strong knowledge of CRM planning principles, an ability to identify and act upon key customer insights & fluency with understanding data. You will be responsible for maximizing our customers’ engagement with the brand in line with predetermined CRM strategies and increasing the size, marketability and engagement of the base through customer-led communications. You must therefore be able to proactively identify opportunities for driving commercial value, with the ability to defend and priorities initiatives based on data and/or insight

You will be naturally analytical; channeling the team to produce campaigns that maximize commercial growth and embedding a focus on reporting.

You will create innovative solutions across international geographies, that drive value both for customers and the organization through best-in-class automated communications that bring the brand to life in a way that is personalized to customers’ preferences, life stages and the actions that we want them to take.

Duties and Responsibilities:

• Lead a growing team to plan, create and optimise a multi-channel CRM strategy.
• Establish quarterly objectives for the team, oversee their progress, and ensure successful achievement to maintain alignment with overall company goals.
• Own the automated lifecycle strategy, creating a roadmap for delivery, optimisations and testing approach.
• Lead on-going segmentation of the customer base to identify insights and target customer segments with relevant communication.
• Lead weekly and monthly campaign/lifecycle reporting and commercial analysis,
• confidently dissecting the data, providing recommendations and key takeaways.
• Identify and understand data requirements needed to optimise your team's operations and work with stakeholders to fulfil requests.
• Mentor team members and foster their professional development by identifying skill gaps, providing training opportunities, and offering continuous feedback and support.
• Establish and maintain relationships with stakeholders including but not limited to country managers, Design, Copywriters, Compliance and CS.
• Work closely with all operational teams (i.e. Customer Services and Ops), answering quickly and professionally all escalated support queries.
• Maintain a strong team ethic and help and support your colleagues when required.
• To work on any other reasonable task required by your manager.
• Developing & presenting clear CRM strategy communication plans using PowerPoint that tell compelling stories to inspire marketing and commercial colleagues alike
• Managing the process by which strategies are translated into detailed yet clear campaign plans for delivery teams to manage through targeting, data selection and creativity.
• Overseeing campaign analysis and test and learn plans, that consistently improve programmed performance.
• Ensuring we have a clear and coherent data strategy to support the execution of our communication

Person Specifications:

• Proven CRM management experience in a similar role, ideally in both sports betting and gaming environment
• Min. of 4 years CRM experience
• Experience using Optimove or similar platform
• Experience in running multichannel campaigns
• Highly customer-centric with a good understanding of CRM strategies and practices
• Knowledge and interest of online gaming products and the online Sportsbook and Gaming
• Applied understanding of lifecycle development and optimization
• Extremely organized with a passion to drive optimization through quantitative and qualitative insight
• Data focused and ROI driven
• Ability to build strong working relationships
• Confident in communicating and presenting with core stakeholders across the business
• Lead kick off meetings with stakeholder teams & keep team members in the loop with regular updates on progress
• Experience presenting to senior stakeholders, with excellent Excel and PowerPoint skills.
• Ability to work with analysts & build reporting capabilities, so that we have a clear understanding of our customers and marketing effectiveness
• A marketing/business degree level qualification or equivalent would be desirable

Our UK generous benefits package includes:

• Hybrid working [ 3 days in office/ 2 days remote]
• Work from abroad up to 4 weeks/ year.
• End of year discretionary Bonus
• Pension Scheme
• Private Health Insurance
• Pizza and drinks every Friday.
• Perkbox
• Employee Wellbeing
• Learning and Development Programmes
• Staff social engagement activities

More benefits are available and will be discussed once successful. These benefits are applicable to UK-based candidates.

“GIMO is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation,

pregnancy and maternity, race, religion or belief and marriage and civil partnerships"