CRM Executive

QuinnBet is a fully licensed and rapidly growing online Sportsbook & Casino company operating in the UK and Ireland. As we continue to expand, we’re looking for a CRM Executive to join our team in Gibraltar.

This is a full-time remote role, although we do have an office in Cavan if the successful candidate would like to attend.

SUMMARY OF THE POSITION:

This role is pivotal to increasing the long-term value of every customer, ensuring consistent engagement, reactivation, loyalty and ultimately, profitability.

The role of CRM Executive is a strategic and “hands-on” role for someone who understands the nuances of customer behaviour in the betting and casino industry and has the creativity, analytical skill, and tools to maximise impact.

KEY RESPONSIBILITIES:

• Support the CRM & Design Manager in their reactivation efforts across the sportsbook and casino verticals.
• Review lapsed customer accounts to identify root causes, identify trends, and recommend process improvements.
• Proactively contact customers by phone, email, and chat to remove pain points in their activity
• Intervene at key points throughout the customer journey (by phone, SMS and / or email) to reengage and reactivate customers.
• Use Backoffice and CRM tools (segmentation & campaigns) to automate processes and develop reactivation campaigns.
• Work with BI to develop data insights to support decision making and reactivation.
• Work cross-departmentally (AML/SG, Customer Care, Finance, Trading & Marketing) to understand customer drop-off points, and work to optimise & refine processes.
• Prepare weekly and quarterly reports on performance.
• Stay on top of industry trends, CRM innovations and competitor tactics in retention marketing.
• Own KPIs related to retention, reactivation and customer value.

DESIRED SKILLS & EXPERIENCES:

• 2 years of iGaming, customer service, marketing, or related experience;
• Ability to communicate effectively with customers over the phone, through email, and through SMS.
• Hands-on experience using back office and CRM tools.
• Ability to understand customer journeys, drop points, inefficient processes and recommend and implement change.
• Strong analytical mindset, comfortable working with data to inform decisions and optimise performance.
• Deep understanding of gaming customer behaviour, retention, reactivation, engagement tools (bonuses, free spins, loyalty programs, gamification), and familiarity with gaming product trends and their impact on CRM.
• Knowledge of gambling industry compliance requirements and data protection practices is an advantage.
• Excellent stakeholder management and communication skills