Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
16 (Ladbrokes)
About The Role

Role Purpose    

Taking a lead role in the CRM Sports team for Ladbrokes, the CRM Sports Manager will lead a team of CRM Executives and will be responsible for planning, scheduling and execution of the Ladbrokes Sports campaigns. Driving T/O, customer engagement across all CRM lifecycles via strategic below the line initiatives. CRM Sports manager must ensure high CRM reach of active customers and have a great understanding of Sports calendar and Brand guidelines. On-going management, retention and motivation of a team of CRM Executives. Responsible for weekly reporting and CRM processes. Drive innovation and proactively work on improving CRM activities. Utilise BI models and CRM tools to their full potential.

The CRM Manager will help support the Head of CRM in the delivery of activity of the Ladbrokes brand and will interact with stakeholders at all levels to execute effective business communication plans across different channels, products, and platforms. To drive and deliver the successful implementation of all marketing campaigns the CRM Manager will coordinate the CRM team responsibilities to ensure they are set up for success.

Key Responsibilities

  • Close working relationship with: other CRM managers, CRM Operations, CRM Analytics and Ladbrokes promotion teams to ‘Plan, Do and Review’ Sport CRM activity
  • Planning and optimizing CRM strategies across products, channels and communications by using Sales Force Audience and Journeys builder tool while analysing touch points to maximize commercial opportunities to improve campaign success
  • Manage a  team of CRM professionals and provide development, coaching, objectives and goal setting, performance management and other people policies as required from time to time; ensure team is motivated, productive and fully compliant with all regulations, legislation and team values and behaviours
  • Managing all CRM platform structures to ensure seamless CRM communications delivery throughout the customer lifecycle
  • Ensuring the customer selection segmentation aligns with the campaign objectives and department KPIs 
  • Developing testing strategies for all aspects of the CRM using Sales Force and/or any other CRM tool to ensure the most effective approach for the company and its products.    
  • Responsible for the selection, management and evaluation of all operational systems required to deliver the CRM plan, including contract negotiations, target setting, KPI setting and evaluation, reporting and relationship building
  • Responsible for ensuring that all CRM activity is sufficiently monitored, tracked and evaluated in order to monitor ROI and for delivering clear, concise and reliable reporting including periodic reporting, campaign reporting, team productivity reporting and ROI to drive informed decision making of future of activity
  • Ensure that all activity delivered is consistent with the Brand guidelines and fully compliant with all regulatory and advertising guidelines in force for each brand/territory; ensure all media activity is approved by Compliance team
  • Work with the CRM Operations and Development teams to facilitate testing of new products to ensure it is compatible with the CRM platform and that the CRM users are able to maximise the value
  • Work with CRM Operations team to effectively ensure the information assurance and the integrity of the Sales Force Marketing Cloud (and/or any other CRM platform), responding to issues raised by this team and driving resolution with Sales Force Marketing Cloud and BI Manage the open cases with SFMC and serve as a 1st line for SFMC issues in CRM teams
  • Manage and control CRM campaign budget to ensure campaign ROI and commercial cost target are achieved and reported accordingly
  • Provide weekly campaign performance reports and insight to optimise campaign delivery, target segments and messaging. Focus on T/O, Actives uplift, number of active days, deposit uplift, NGR uplift
  • Responsible for the sports campaign schedule, documentation, briefing and task allocation across the team of CRM Executives
  • Work with the Omni and Retail manager to ensure the sports digital schedule does not overlap with CRM plan for Connect customers
  • Coordination with CRM Gaming manager regarding timing of campaigns with mixed product preference target audience
  • Ensure that relevant Gaming sub-feature promotions are scheduled in CRM Sports emails
  • Tight process where all the copy and creative must be sign off by relevant teams
  • Focus on key sporting events and be always align with the Tribe’s targets
  • Support in platform transitioning, and ensure best practice journeys are replicated across Salesforce in tandem with CRM Analytics and CRM Support and Development team
  • Participate in adoption/utilisation of relevant CRM technologies
  • Work with the CRM Support and Development team to facilitate testing of new products to ensure it is compatible with the CRM platform and that the CRM users are able to maximise the value, adhere to processes and are fully trained
  • Provide management and direction to the team creating and embedding a culture where continuous improvement is embraced
Specialist Skills and Experience Required
  • Proven experience of managing CRM activity, agency or client-side
  • Extensive experience of customer data strategy development and management; strong appreciation of database marketing and the ability to specify data schemas and technology/tool requirements to deliver the CRM plan
  • Experience in developing and executing plans with strong creative executions
  • Strong organizational skills and experience of balancing multiple projects at once
  • Evidence of strong people and project management skills
  • Strong financial, analytical and cost management skills
  • Very strong communications skills (written, verbal and presentation)
  • Extensive experience of all direct response marketing channels including DM, eCRM, push, SMS, onsite promotions, telemarketing, programmatic and  etc.
  • Ability to develop strong working relationships with internal and 3rd party service providers
  • Strong customer ethos and the ability to channel insight into profitable deliverables
  • Good IT skills including strong experience of Microsoft Office (Excel, Word, Power Point and Outlook etc)
  • Good technical skills in HTML and knowledge of Dreamweaver required
  • Gaming and/or Sportsbook knowledge an advantage.
  • Sales Force knowledge an advantage
  • Ability to develop strong working relationships with internal and 3rd party service providers
  • Strong customer ethos and the ability to channel insight into profitable deliverables
  • Good IT skills including strong experience of Microsoft Office (Excel, Word, Power Point and Outlook etc)
  • Good technical skills in HTML and knowledge of Dreamweaver required
  • Sales Force knowledge an advantage
Additional Information
At GVC, the ambition, focus, energy and character of our digital marketing teams makes sure they’re ready for whatever we throw at them. Bring your skills to a business with the drive to match your own. Bring your resilience, and as part of our Gibraltar team you’ll make the world’s most amazing entertainment and gaming even more memorable. All underpinned with our commitment to responsibility and ethics. For the good of entertainment.
About The Company
Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.
 
Ready to bring it on? Bring your spark and ambition to GVC and you can be adventurous from the start. For the good of entertainment.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.