Director of iGaming CRM Strategy - #256731

JOB SUMMARY: The Director, of iGaming CRM strategy will set, manage and execute our player retention strategies and processes from planning and costing, to building campaigns coupled with revenue management. They will work closely with promotion strategy team to segment databases, creating a truly personalized communication strategy across all channels.

Directly Supervises

• CRM Performance Specialist
  
  

Essential Role Requirements

• Design, implement, maintain all player lifecycles across all of Caesars iGaming brands.
• Owner of lifecycle performance & reporting.
• Responsible for ongoing A/B testing within lifecycles and improving performance at each customer touch point.
• Responsible to ensure all data contained within CRM platform is accurate and up to date.
• Responsible for specific campaign deployments.
• Leverage all CRM systems and channels to take CRM to the next level – identifying opportunities for revenue growth and problem areas for resolution.
• Work to key KPI’s which will help us deliver the business planned revenue budgets (player conversion, LTV’s, ARPU).
• Establish and prioritize short, medium, & long-term projects that align with the business broader vision, expansion goals, & revenue targets.
• Identify key opportunities to enhance the player experience and improve retention rates and profitability including cross sell opportunities.
• Develop strategy to cross sell players between our various brands and platforms.
• Work with CZRs property loyalty marketing team in regarding to leverage property assets for player retention purposes (rooms, events and meal comps).
• Regular and comprehensive competitive analysis reporting and recommendations.
• Ensure all communications meet advertising, regulatory and legislative standards.
• Work closely with the Product team (Casino) to define new product enhancement that will result in higher retention and deposit conversion rates.
• Keep up to date with current CRM trends, best practices and items of interest and share these with the rest of the management team.
• Ensure the achievement and reporting of KPIs as established by the Business.
• Responsible for building and leading player segmentation strategies.
• Working closely with Creative Studio to deliver exciting on brand content (both visual and copy).
• Work closely with Player Acquisition team to ensure that we are maximizing the ROI of newly acquired customers.
• Influence business roadmap decisions with regards to player retention.
  
  

Experience Required

• End-to-end CRM management and/or product management background.
• Possess 5 or more years of experience in a CRM/Player retention management role.
• Previous player retention budget management (P&L, bonus spend management, promotions management, KPI management & reporting).
• Demonstrate hands-on approach to problem solving.
• Previous team management of employees in a CRM function.
• Previous experience using Optimove is an asset.
• Establish and maintain effective relationships and partnerships with key stakeholders demonstrating a holistic business view.
• Demonstrate excellent organizational skills.
• Display strong interpersonal, communication, facilitation and presentation skills.
• Possess a university degree or proven equivalent experience.
• Possess previous experience in online sports betting and gambling.
• Working knowledge of digital marketing best practices including funnel optimization, UX.
  
  

Physical, Mental And Environmental Demands

• Must be able to sit for extended periods of time
• Must be able to type and talk on the phone for extended periods of time
• Regular attendance in the office
  
  

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g., emergencies, changes in personnel, workload, rush jobs or technical developments).