Salary:
£25,000 - £30,000
Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
16 (Ladbrokes)
About The Role
Role Purpose

The Grandstand project is designed to set up and mobilise teams to enable the delivery of real time personalised sports communications and stimuli to involved customer groups as the action happens, to drive activity, customer excitement and continued engagement with the sporting day at Ladbrokes.

Working under the guidance of a Real-Time CRM Manager the Senior Real-Time CRM Executive will be responsible for managing the entire ‘real time’ customer experience of our customers across the Ladbrokes brand. Our commitment is to drive audience engagement by ensuring communications are relevant to each individual customer.

A sports fanatic, you will be part of a team responsible for the scheduling and subsequent communication via various contact channels. From campaigns featuring push notifications, SMS messages, e-mail & in-app messaging – you will be part of a small team managing the ebb and flow of our customer’s betting experience through the daily sports betting schedule. You will ensure that all our key promotions & offers are communicated to customers and key features of our sports trading proposition are given maximum exposure.

Your challenge will be to take our trading product - markets and odds - and directly sell them to our active audience by directing and using a variety of segmentation tools and messaging mechanisms. You’ll be driving customer engagement through the display and delivery of our betting opportunities to the audience at the times they are most likely to want to take advantage of them– as the action unfolds, in real-time!

You will be also responsible for overseeing and driving other initiatives that fall under the remit of the Real Time CRM team.  Automation projects and/or Free to Play game initiatives.  You will be responsible for performance reporting and progress reporting over these areas, as well as inputting into the ideation and future direction of same.

Key Responsibilities

Working against a schedule documenting the planning of likely messaging opportunities during the daily sports calendar.
Focusing on in-play sporting events, assist in identifying the most popular and engaging betting opportunities and position these prominently within campaign messaging.
Possessing knowledge of our business mix, you will understand the business levels associated with products within our Sportsbook offering and understand at what times of the day these business levels become most prominent. It is at these times, your schedules will facilitate messaging to customers across various sports.
Ensure campaigns are tagged with a unique campaign code facilitated by internal tools ensuring each code is specific to the sport, the customer group receiving the campaign and the type of product included within the campaign.
Ensure that all delivered activity is consistent, of excellent quality and follows brand guidelines as well as best practice and that all materials are fully compliant with all relevant legislation. In addition, ensuring real-time CRM campaigns are compliant with quality assurance ensuring that quality standards are met to deliver excellent customer service.
A natural in best practices around grammar, messaging and writing style. As a voice of our 2 brands, you will utilise the sports schedule and analytical insight to anticipate customer behaviour and journeys, then focus quality assurance efforts around these areas to ensure the user have the best possible experience.
Contribute to writing engaging copy across channels that will be used for communication to customers. This will require a high standard of written communication skills ensuring messaging is accurate and can be composed dynamically to deliver to our customers. 
Responsibility for dynamic fulfillment of nominated free bets awarded to customers deriving from different areas of promotions schedules. You will ensure fulfillment is timely, use established QA processes to ensure accuracy and facilitate the subsequent communication of all bonuses to applicable customers across various channels together with internal stakeholders.
Contribute towards conducting competitive audits including compilation of an extensive gap and competitor analysis, utilising the output to drive improvements and development on the real-time CRM front. 
Assisting the Real Time CRM Managers in actively monitoring and training members of the team
Assisting the Real Time CRM Managers in compiling performance & progress reports over specific areas under Grandstands remit
Playing an active role in the future development of the team and its activities.

Qualifications and Educational Requirements

Degree level education would be preferable but is not a pre-requisite

Specialist Skills and Experience Required

Extensive sports and betting knowledge will be essential in allowing you to thrive in this environment.
You will be passionate about sports betting and gaming.
Experience of working in a marketing/CRM team would be beneficial but not essential.
Exposure to optimising CRM techniques, segmentation, campaign planning is preferred.
Experience of working in a customer facing or customer servicing betting function will be helpful as you will understand the needs and demands of our customers.
Strong communication skills (verbal, written and presentation) with an inquisitive mindset will serve you well in this fast-moving function
Familiar with Mobile technology, you will be a keen user of mobile devices who understands the basic usability and technology that powers our customers’ experience of betting with us
Organised and with a strong work ethic, you will be hungry to learn new skills and take on board evolving tasks and responsibilities
Ability to consume and understand data, and the ability to visualise/communicate this via performance reports 
You will possess an attention to detail that enables you to work accurately amidst fast paced guidelines and requests
The role will require you to work at those times when our sportsbook is at its busiest, so will need to be flexible to working evening and weekends
 
Ready for us to bring it on? Bring your energy and drive and let’s entertain millions. For the good of entertainment. Apply now!
 

Additional Information
The focused expertise of our talented digital teams creates products that millions enjoy. Working in amazing locations, always restless and working at pace to deliver the next gaming trend, they know how to bring it on. We’re GVC, the world’s largest sports betting and gaming company. Here in the sunshine of Gibraltar we’re ready for your bold ideas and energy. 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.
 

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.