Reports to:

Chief Financial Officer

 

Purpose of the Role:

To assist the Head of CRM 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.

• Strong knowledge of HTML coding for emails.

• 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.

• An conceptual understanding of audience segmentation would be advantageous.

• Some understanding of the Russian language is desirable but not essential.

 

To apply for any of the roles, please send your CV and covering letter to jobs@panserve.co

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By submitting your c.v., you consent and agree to the following:

 

• Use and processing of your personal data only relating to your application

• You can request this data and verify its accuracy

• You can request that your data be deleted but this may hinder your application

• If your application is unsuccessful your data will be deleted after 6 months

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