CRM Executive - Retention & Reactivation

Let's start with the role

We are seeking a highly motivated and analytical Retention and Reactivation Executive to join our expanding CRM Retention and Reactivation team, with a focus on online casino and gaming. This role is essential for driving customer retention and reactivation throughout the customer lifecycle by identifying opportunities to optimize the customer experience and providing data-driven recommendations to local markets.

As a Retention and Reactivation Executive, you will analyze customer journeys, assess campaign effectiveness, and contribute to the development of data-driven strategies that align with business objectives. Your efforts will directly impact key performance indicators such as retention, churn reduction, reactivation rates, and ROI on CRM campaigns.

You will act as the key stakeholder to the Gaming & Rewards product teams to ensure that the gaming CRM proposition is fully leveraged from a customer perspective. This includes involvement in new CRM Gaming-related projects, collaboration to define business needs, providing feedback, and maintaining regular follow-ups to track progress and status.

• Analyze customer behavior, campaign performance, and lifecycle KPIs to provide actionable insights and recommendations.
• Identify gaps and opportunities within the customer journey to optimize retention and reactivation efforts.
• Regularly monitor and report on key metrics, including conversion, churn, and ROI, to assess the impact of retention and reactivation initiatives.
• Act as a consulting resource to local markets, providing data-driven recommendations to improve customer engagement and loyalty.
• Collaborate with Gaming Product, Commercial, Compliance & Legal, and BI teams among others to share insights and ensure alignment on customer retention and reactivation strategies.
• Partner with stakeholders to align strategies with broader CRM and business goals.
• Act as the CRM stakeholder for Gaming & Rewards product teams, ensuring that customer-centric considerations are integrated into the gaming CRM proposition.
• Participate in new CRM Gaming-related projects, providing business needs, feedback, and recommendations.
• Collaborate with cross-functional teams to enhance the gaming experience and ensure alignment with CRM objectives.
• Facilitate regular meetings with Gaming & Rewards product teams to discuss project progress, challenges, and opportunities for improvement.
• Leverage data analysis tools (e.g., Excel, CRM platforms, Power BI) to extract insights and inform decision-making.
• Utilize data to understand customer segmentation and develop targeted retention and reactivation approaches.
• Continuously monitor industry trends and customer engagement best practices, applying them to enhance retention strategies.

What you will bring:

• 1-3 years of experience in CRM, retention, or lifecycle marketing roles, preferably within online gaming, casino, or similar industries.
• A Bachelor’s degree in Marketing, Business Administration, Data Analytics, or a related field is required.
• Advanced degrees, certifications in CRM platforms, or professional qualifications in data analytics or customer experience are considered a plus.
• Strong ability to interpret data and extract insights to inform campaign strategies and decisions.
• Proficiency with tools such as Excel, CRM platforms (e.g., Optimove), or analytics tools like Power BI.
• Proven experience working with cross-functional teams, particularly product teams, to align initiatives with customer and business goals.
• Ability to provide structured feedback, prioritize business needs, and follow up on project progress.
• Passion for creating personalized, value-driven customer experiences.
• Familiarity with customer segmentation and lifecycle marketing techniques.
• Familiarity with multi-channel campaign strategy & execution is a plus.
• Strong understanding of gaming customer preferences, behavior, and engagement strategies.
• Excellent interpersonal skills to effectively present findings, proposals, and updates to stakeholders.
• Ability to align CRM initiatives with business objectives and customer needs.