Customer Relationship Management Manager at GBets Sports Betting

The Company

Gbets Online (available on www.Gbets.co.za) is a vibrant and fast-growing company under the Goldrush Gaming Group that specialises in Online Sports Betting. The company is looking for an organised, uncompromising, self-motivated and target-driven individual CRM Manager to join its team.

Primary Responsibilities

• Data Analysis: Number crunch and read the business landscape through statistics and figures
• Inform the Marketing Team on effective marketing ideas
• Measuring and reporting on the performance of the business
• Collate big data into digestive chunks for reporting purposes

Job brief

If you live and breathe CRM and business intelligence, we want to talk to you.

What is it that we want you to do?

The CRM Manager is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

The CRM Manager has a clear understanding of how to leverage consumer behavioral, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through multiple communication channels with a vision of growing consumer loyalty and increasing their lifetime value to Gbets.

The position of CRM Manager demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

 

Objectives and Responsibilities of the CRM Manager:

Management and Strategy: The CRM manager plays the main role of managing the business’s day-to-day consumer relations protocols, their refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms. The CRM Manager also manages key vendor relationship and databases, in formulating strategies, strategy execution, asset deliverable management, as well as the testing of all SMS, emails, among other multi-channel communications.

The CRM Manager is also tasked with overseeing the creation of customer journeys, models against lifetime value, retention, churn, loyalty, conversion and reactivation campaigns.

Analytical/Technical Skills: The CRM Manager is tasked with business-wide consumer analytics and behavioral reporting, for example, he is responsible for the development of consumer segmentation models along with internal and external analysts and based on common characteristics inclusive of log-in history, betting history, deposit history, consumer type, consumer behavior, and demographics. He drives the continuous optimization of on-site product recommendations, cross-selling and merchandising opportunities based on segmentation models and desired actions.

Collaboration: The role of the CRM Manager is also highly collaborative. The CRM Manager works closely with various departments in the business, inclusive of the senior management and key stakeholders in an effort to develop and launch suitable digital marketing initiatives. The CRM Manager also works closely with the IT department in an effort to better understand all CRM feeds and data flowing in and out of CRM program management tools. This is in an effort to ensure that all data is flowing properly and alert the CRM department of any issue in the CRM campaigns.

Consumer Relations: The CRM Manager also takes initiative in directly reaching out to consumers in an effort to gather feedback and ensure that the business’s consumer relations programs are effective and that they are of high quality and standards and also that they facilitate the execution of successful marketing campaigns enabling consumer loyalty.

Opportunity: It is the duty of the CRM Manager to guide CRM campaigns and introduce new capabilities for the purpose of meeting emerging business needs and market trends. At this capacity, the CRM Manager shares new and emerging CRM best practices across the business in order to give the business a competitive edge over competition in consumer acquisition.

 

Required Qualifications of the CRM Manager:

Education: The CRM Manager requires a Bachelor’s Degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field. The equivalent of the same in working experience is also acceptable.

Experience: A candidate for this position must have had at least 3 years of experience in CRM marketing or advertising within an Online environment – preferably online Sports betting or Casino environment. He will also have experience working with multiple communication channels in consumer interactions. A suitable candidate will also have had some experience in basic set-ups and development of corporate-level CRM programs and campaigns.

Analytical Skills: The CRM manager also has to possess strong analytical skills coupled with project management and planning skills. A candidate for the position must demonstrated a substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and sms/email marketing.

Communication Skills: Being a highly interactive position, the CRM Manger must have excellent communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting. The CRM Manager will also create reports and strategic proposals that will be presented to the senior CRM management and, as such, he must possess excellent written and verbal communication skills that will ensure these reports and presentations are clear, concise, and convincing.

Ms Office/Software: The CRM Manager must be highly proficient in Ms Word for the purpose of creating not only verbally but also visually engaging reports and presentations for CRM management, collaborating personnel, and key stakeholders.

Interpersonal Skills: There are certain interpersonal skills that a CRM manager has to possess in order to ensure effective execution of his duties. A candidate for this position must be customer-service orientation, demonstrate an ability to work in a fast-paced environment with ease, be self-motivated and proactive, have an insatiable thirst for knowledge, have critical attention to detail, be able to prioritize and meet deadlines while working on multiple projects, and have creative problem-solving skills.

People Skills: The CRM Manager must also have an ability to create strong, meaningful, and long-lasting relationships. He must be likeable and easily relatable in order facilitate cross-functional interactions and, most importantly, consumer relationships.

Important: Your previous knowledge of the gaming industry / sports betting will give you a massive advantage.

 

Key Performance Indicators for the position of Affiliate Marketing Manager:

Daily Reporting of business intelligence figures:

• Customer reporting
• Affiliate reporting

Management of Loyalty Program:

• Tiers setup
• Redemption and earning rates setup Manage Game groups and loyalty points
• Daily Reporting

Affiliate Program:

• Earning tiers setup
• Setup affiliate deals (CPA, Revenue Share, Hybrid)
• Advise Marketing Team on marketing message
• Systems Backoffice Management:
• Setup Internal users
• Manage internal user permissions
• Create and Manage roles for each department/user
• Disable users that left the company

Bonus Management:

•   Create all new bonuses
•   Manage Current bonuses
•   Manage bonus abuse
•   Check if bonuses are valid (Dates, Times, Wagering Conditions)
•   Report on Bonus usage
•   Advise Trading Teams as required

 

CRM Management & Player Segmentation:

•   Create and manage player groups (Static and Dynamic)
•   Setup CRM and Customer Journey campaigns:
•   Customer Segmentation
•   Bonus Setup
•   Comms Setup
•   Scheduling
•   Reporting

Executive Committee Reporting:

• Collation of Quarterly Business Intelligence Pack for ExCo meetings

Documents Required:

• Copies of all qualifications
• Motivational Letter
• Updated Curriculum Vitae

Other details

• Salary: Market related and heavily based on experience