Reporting to the Head of Customer Engagement, this role carries overall responsibility for the management and performance of the company’s Customer Relations, including retention, acquisition journeys, and overall customer experience.
Key Responsibilities :
* Create the overall retention plan.
* Optimize and monitor customer journeys, ensuring the customer experience onsite is optimal.
* Identify high-value customers and provide tailored experiences to maximize their activity and engagement.
* Plan and execute onsite and personalized offers to increase customer time spent onsite, leading to higher spending.
* Collaborate with the Content Team to promote engaging promotions and products at appropriate times.
* Analyze and segment the current customer base regularly.
* Propose new products for Sports and Casino to increase customer interest.
This is a hands-on role involving collaboration across various functions within the business, addressing problems, and acting as an escalation point for support internally and externally.
Key Requirements :
Knowledge, Skills & Experience
* Extensive experience in the online Casino & Sports betting industry.
* Strong analytical skills, capable of understanding both detailed data and the broader business context through analytics.
* Deep understanding of customer segmentation and retention strategies.
* Solid knowledge of key products and functionalities in the sports or casino gaming industry.
* Fluent in Spanish with a good command of English is highly desirable.
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