Reporting to the Head of Customer Engagement, this role carries overall responsibility for the management and performance of the company’s Customer Relations. Retention, Acquisition journeys and overall customer experienceKey Responsibilities:
- Create the overall retention plan- Optimize and monitor customer journeys, making sure the customer experience onsite is optimal.- Identify High Value customers and provide tailormade experiences to maximize their activity and engagement.- Plan and execute both onsite and personalized offers to ensure customers increase their time spent onsite which translates in to higher spend.- Work closely with the Content Team to ensure that the site is promoting the most engaging promotions and products at the right times.- Constantly analyze and segment our current customer base.- Propose new products for both Sports and Casino to use to increase the interest from our customers.In addition, this is also a hands-on role working with various functions throughout the business in terms of problem solving and acting as an escalation for support internally and externally.Key Requirements:
Knowledge, Skills & Experience- Significant experience working within the casino sector, specifically the online Casino & Sports betting- Highly adept at working in numbers and detail driven environment. Capable of analyzing and understanding the bigger picture through site, content and campaign analytics- In-depth knowledge of customer segmentation and different retention practices.- Solid understanding of the key products and functionalities from sports or casino gaming industry.- Spanish Speaking with good level of English is highly appreciated