Head of CRM

Grace Media is an innovative and exciting gaming operator, and we are looking for a vibrant CRM Specialist looking to take the next step in their career! Come and join the team in our Manchester Office, based in Ancoats.

As Head of CRM, you will manage the CRM department and oversee the optimisation of player retention, promotions, and communications.

You will help to manage the customer relationship management systems and assist the entire company to drive the company to be the best product on offer and drive the highest possible LTVs for our player and partners.

This role will play a crucial part in driving business growth as well as developing the CRM team.

The ideal candidate will have a passion for marketing, a strong understanding of customer behavior, and a proven track record in implementing successful CRM strategies.

Design and execute a full CRM flow to maximise life time expectancy and player value across both casino and sportsbook products. Segmenting the database to control promo spend and increase ROI as well as increasing product cross sell within the rules and regulations of the UKGC. Ensuring at all times that all player communications and on site messaging is compliance and following all best practices.

The focus of this role will be UK targeted with a view to expand into international and other regulated territories in the future

Lead, mentor and scale the CRM team to perform at their highest ability as well as nurture the team to grow and develop into the next generation of leaders within the department.

Collaberate with other departments, including Product, Analytics and Customer Support to ensure that the product being delivered by the company is the best in field and is moving forwards to continue to drive gameplay on the network.

Liaise with third party providers to ensure that products that we are receiving are up to date and the best that these third parties have to offer. To keep the department at the forefront of technology and what is available on the market and help drive such possibilities internally.

Monitor and report on key metrics including ARPU, churn rate, ROI, and bonus cost percentages etc. Run continuous testing frameworks for subject lines, creative assets, incentives, and send times.

• Experience in a CRM role within gambling

• Proven track record in both casino and sports betting CRM

• Experience with CRM and Email Marketing tools.

• Excellent analytical skills.

• Proficiency in Microsoft Excel.

• Solid understanding of customer data and retention strategies.

• Proven experience with promotion and/or marketing campaign planning.

• Excellent communication skills (both verbal & written).

• Confident in delegating tasks to a team and providing constructive feedback.

• Experience managing KPIs and targets.