CRM Lead, Casino

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a CRM Lead, Casino, you will be responsible for developing and implementing strategies to drive customer engagement, retention and loyalty for the USA & Canada.

You will focus on optimizing the customer journey and enhancing the overall customer experience, while supporting the casino CRM team in creating strategic roadmaps and analyzing campaign performance, to drive long-term engagement and loyalty.

As a self-motivated, proactive, and detail-oriented individual, you will demonstrate a results-driven approach with proven CRM expertise, strong customer focus, commercial awareness, and analytical skills. You will coach and develop a multi-skilled team, effectively managing campaigns to ensure deadlines are met with high accuracy and efficiency.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

The salary range for this position is between $75,000 to $105,000 annually.

• Deep understanding of the online gambling/casino industry, main competitors, with experience managing CRM and promotions.
• Proven experience working in casino gaming, CRM or marketing related roles, experience leading a team is preferred.
• Commercially minded and data literate, with strong analytical skills to interpret raw data, derive insights, and make data-driven decisions.
• Comprehensive knowledge of Customer Data Platforms such as Optimove, or Execution Platforms such as Braze is essential.
• Proven track record of delivering growth through promotion and retention strategies.
• Experience with planning, project management, execution and evaluation against target metrics.
• Results driven with the desire to test, re-evaluate, optimize, and test again.
• Ability to work under pressure, use own initiative and deliver results to meet the needs of stakeholders.
• Experience collaborating across departments and building relationships.
• Effective communication skills, both written and verbal at all levels.

• Leading the planning and management of customer promotions and loyalty offers, reporting on campaign performance.
• Managing CRM workflows from briefing to delivery, collaborating with marketing, content, design, customer support, and product teams, to ensure seamless and successful outcomes of best-in-class CRM initiatives.
• Fostering a data-driven culture by employing A/B testing and other methods such as MVT and control testing to optimize CRM initiatives.
• Defining and implementing localized CRM strategies, delivering high-quality campaign roadmaps in a timely manner.
• Establishing and tracking KPIs, including overseeing the bonus budget and engagement metrics, to measure CRM campaign success and ensure cost-effective implementation through data insights.
• Managing and developing a high-performing team, providing guidance and support to achieve CRM goals.
• Monitoring and evaluating campaigns in partnership with the CRM Analytics team; analyzing customer data to identify optimization opportunities.
• Presenting reports and territory insights to senior stakeholders, highlighting CRM campaign impacts, success, and recommendations.
• Monitoring industry best practices and competitor trends to ensure CRM plans are relevant and delivered to the highest possible standard.
• Liaising with key stakeholders and other Marketing departments to maximize opportunities and achieve departmental objectives.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.