Brand Retention Manager

The Client:

A successful and dynamic online gaming organisation is looking for a Brand Retention Manager who will deliver the player retention and CRM strategy as part of the overall retention strategy with the aim of driving commercial performance.

Responsibilities:

• Ensuring the retention strategy for the Brand is delivered upon
• Owning and delivering the proposition for the Brand
• Reporting on KPIs to key stakeholders on weekly/monthly basis
• Implementation and monitoring of all CRM on the site through the use of multiple channels including SMS, email onsite messaging and outbound calling
• Ensuring a seamless experience for the customer from comms through to the online site
• Devising and delivering the monthly promotional/CRM calendar and any ad hoc promotions
• Development and continuous optimization of lifecycles
• Liaising with BI and promotions analytics team to ensure promotions and bonuses are refined to be both effective and cost efficient
• Raising any ad hoc BI requests to gain insight into player behaviour and activity
• Responsible for maintaining KPIs, including but not limited to player numbers, deposits, wagering and frequency of visits to the sites across all player groups including VIPs
• Refining promotions to reduce bonus costs where possible to ensure a manageable level of POCT
• Feeding into ad hoc projects to optimise player experience and revenue opportunities
• Signing off a quarterly promotions schedule, optimising and refining as necessary
• Making use of all media available including SMS, in-game messaging emails and direct mail
• Preparing for a weekly one-to-one with Head of Casino
• Share learnings and knowledge to counterparts within the team
• Managing team members to achieve a high quality of execution
• Developing team members to aid progression
• Operational tasks including scheduling, product development; features schedule, coordinate launch of new features, feed into creating new features etc., bi-weekly dev demo meeting, games release schedule, coordinating plans
• Regular liaising with the marketing team
• Liaising with other verticals and teams around marketing, product development, new game releases and operations
• Ensuring the compliance of responsible gaming protocols
• Any other duties as requested by the Company

Objectives:

• Increase player frequency, deposit and wagering values of all player groups
• Reduce migration of new, active and reactivated players to the churn segment
• Reactivate lapsed players
• Improving and maintaining forward planning of calendars, promotions and game launch integrated campaigns from bingo perspective
• Refining promotions to reflect wagering and depositing objectives in addition to reducing unnecessary bonusing

Measurement of success:

• Deposits, wagering, APDS, net cash against targets set by the business
• Average deposit values by group
• Reactivation % of lapsed players
• Retention against targets set out by the business

Attributes skills:

• Strong marketing and retention experience
• Problem-solving, influencing and strategy development skills.
• The ability to build and maintain relationships.
• A solid understanding of online gaming.
• Ability to manage and develop team members to achieve a high quality of execution whilst also aiding their progression.
• Good experience in increasing payer frequency, reactivating lapsed players, improving and refining promotions.
• Ability to lead and delegate.
• CRM expertise

Benefits

Along with a competitive salary package our client also offers: Private Medical Insurance, Life Assurance, Income Protection Insurance