Gaming CRM Manager

CRM Manager, Gaming (Paddy Power)Customer Relationship Management Team within Marketing Department at Paddy Power BetfairReports to: Head of Customer Relationship Management, Paddy PowerLocation: Dublin or HammersmithPurpose of the role:Reporting to the Head of Customer Relationship Management the key purpose of this role is to lead the team delivering all Paddy Power's Customer Relationship Management communications across all geographies and making use of all targeted media for active and engaged customers. The key result will be to increase both engagement and overall value of the customer base increasing average player days, increasing cross sell, reducing churn and increasing CLV ultimately keeping more customers engaged for longer in higher performing communication programmes and campaigns.Responsibilities cover management of the full Customer Relationship Management process from the planning to building and execution of a campaign. This manager will be responsible for the management and development of a Customer Relationship Management Executive and will work closely with the Head of Customer Relationship Management and Senior Planners and alongside the Sportsbook and Automation and Projects Managers. The role will also involve working closely with the Creation & Innovation and Data & Deployment teams to bring the brand's strategy to life in communications; achieving both commercial and marketing objectives responsibility and in line with local regulation and legislation.Key Responsibilities & Accountabilities:Lead a matrix team to plan, build and execute Customer Relationship Management campaigns for customers across all geographies, based on specific customer segmentation, campaign or behavioural change objectives. This will be achieved by:Acting as a main point of contact for Paddy Power Commercial Managers, Customer Service Escalation Managers, High Value, Research and Responsible Gambling teams.Partnering with the Customer Relationship Management Planning team to constantly improve targeting and campaign performance.Working closely with Creative Studio and the Creation & Innovation team to deliver exciting on brand content (both visual and copy).Facilitate the quarterly and monthly planning process and own the resulting activity plan for Gaming customers with a view to developing longer term customer-centric plans which result in improved campaign execution and performance.Establish a strong relationship with the Customer Relationship Management Planning team and Customer Relationship Management Managers for Sportsbook and Automation & Projects to deliver an integrated comms plan.Work closely with the Customer Relationship Management Creation & Innovation Manager to ensure the brand is talking to customers with one voice.Manage an Executive, developing work plans which align to the team goals, helping them devise personal development plans and providing ongoing guidance and support.Deliver monthly reporting which clearly links to Customer Relationship Management & Commercial OKRs highlighting which activities should be dialled up / down.Foster culture of continuous improvement, role modelling the use of all available marketing technology to drive continuous improvement.Regularly sharing plans and learnings with the Commercial Managers to see what can be optimised and reapplied across brands and regions.Identify opportunities for automation and scale, co-ordinating a breadth of teams to implement.Skills / Technical Competencies:Ability to work at a fast pace, whilst still showing meticulous attention to detail.Highly organised, focused and process driven with excellent project management skills.Ability to understand the implementation of sophisticated customer segmentation and multi-touch campaign strategy.Data literate and comfortable in using data to make better decisionsExcellent stakeholder management and communication skillsCollaborative, with ability to build strong relationships with both P&L teams, as well as other Marketing teams.Innovative and creative - able to think about new approaches to solve problems.Strong people manager.Customer centric.Knowledge of CRM systems and processes (ESP software, planning tools Excel & Powerpoint).Experience:Proven experience in a similar position or a high flying, ambitious executive looking to step up.Extensive experience of creating and executing CRM campaigns that provide a best in class customer experience and drive improved commercial performance.Experience of managing others.DesirableGood knowledge of sports, online gaming or gambling.Knowledge and experience of using Google Analytics, Tableau and/or Looker.Values:Relentless Will To Win:We strive to stay ahead of the game and achieve more for our customers and each other.Collaboration:We win by having the best people, working well together and building strong relationships.Integrity:We take pride in doing what's right. No exceptions.Agility:We adapt at pace and with purpose, and thrive amid change.Low Ego:We take our work seriously but not ourselves, and never believe our own hype.