Head of Retention - Ceuta, España - The Rank Group

Descripción

Company Description

Rank International (Part of Rank Group) is a prominent online gaming operator in the Spanish markets with a growing online and offline portfolio focused on bingo, casino, and sports betting featuring 4 leading brands: YoCasino, YoBingo, YoSports, and Enracha. Our aim is to provide entertainment to our customers through our websites and apps, enabling them to access our products from their mobile phones, tablets, and computers. We offer our unique bingo and slots software as well as over 2000 games from top game providers. With offices in Ceuta, Malta & Spain, we continuously strive to bring joy and security to our customers. Furthermore, we will soon expand into other regulated markets.

Job Description

Are you an experienced Retention/CRM professional with a strong focus on customer retention? We are on the lookout for a Head of Retention to spearhead and revolutionize our customer retention strategy across all our Rank International brands: YoCasino, YoBingo, YoSports.

The primary functions of the team include CRM planning & execution, design and copy, and high-value customer management.

Collaborating with various teams, you will develop and implement data-driven strategies to enhance the retention of existing customers through promotions, products, and communications. A significant aspect of this role's success is the ability to formulate and implement a vision for the CRM function in close partnership with leadership and the technology teams.

You should be a process expert capable of pinpointing problem areas, creating elegant solutions to streamline workflows, and fostering your team's innate talent for flawless execution.

Your primary focus will revolve around placing the customer at the core of our operations, fostering engagement with the key goals of boosting conversion rates, loyalty, lifetime value, cross-selling, and reactivation.

• Strategic Leadership: Develop and execute a comprehensive CRM strategy to bolster customer retention via promotions, products, and communications
• Team Collaboration: Work closely with multiple teams including Product, Marketing, Analytics, and Technology to ensure seamless implementation of data-driven retention strategies
• Customer Focus: Emphasize customer-centricity in all actions to drive engagement and improve conversion rates, loyalty, and lifetime value
• Process Improvement: Identify and address workflow inefficiencies, advocating for efficient and effective execution within your team
• Campaign Management: Strategize, implement, and assess CRM campaigns, following a test, learn, and refine methodology
• Innovation: Introduce novel CRM tools and methods like push notifications and rich media SMS to set our brand apart
• Reporting & Analysis: Report on crucial KPIs such as conversion, upsell, cross-sell, churn, and campaign efficacy. Ensure ongoing evaluation and optimization of CRM initiatives
• Compliance: Guarantee all communications adhere to relevant regulatory and GDPR frameworks

Key Measures of Success:

• Vision and implementation of CRM strategies
• Enhanced customer retention metrics
• Effective collaboration with leadership and technology teams

Join us and lead the transformation of our CRM function to drive customer retention and engagement. Take the leap to become the torchbearer for our retention endeavors.

Qualifications

• Experience in the gambling sector (preferably) OR financial services, multi-channel retail, telecommunications, entertainment, or agency background
• Expertise in cultivating strong relationships with stakeholders and customizing communication to meet their requirements
• Proven ability to influence across all organizational levels and functions, offering clarity and insights in complex discussions to achieve resolutions and comprehension
• Established track record of designing and executing segmented end-to-end customer lifecycle journeys
• Familiarity with essential CRM or Email marketing software (e.g., Emailvision, SmartFocus, Silverpop, Salesforce, Adobe)
• Proven experience in engaging with a wide customer base and implementing a CRM strategy
• Demonstrated ability to leverage an enterprise campaign management solution for driving multi-channel, highly segmented CRM initiatives
• Experience in generating measurable revenue growth through customer marketing efforts
• Proficiency in computers - adept (intermediate to advanced) in Microsoft Office
• Experience as a user in Bingo and/or Casino is a bonus
• Degree in a marketing or analytics-related field

Additional Information

You must be curious about what more we offer beyond an engaging, exciting, and diverse role. You'll receive an excellent salary accompanied by top-notch benefits. We value your well-being as well... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we stand by you.

We are devoted to your development, offering growth opportunities, leadership training, and cutting-edge industry certifications so you have the necessary tools and resources to thrive, succeed, and advance with us.

Immerse yourself in different cultures and gain global exposure through our international business. Collaborate with colleagues hailing from various regions worldwide.

The Rank Group is dedicated to being an inclusive employer, making sure that we truly comprehend and cater to the needs and expectations of both our candidates and customers.

We strive for this by enabling equitable and fair access to our services. If you require any reasonable adjustments, feel free to approach us in advance of your interview.