CRM Manager

  • Basis:  Full-Time (Hybrid)
  • Closing Date:  12 Oct, 2023
  • Job Ref:  KMP-85108

Job Description

This is an exciting time to join Pinnacle, an award-winning betting Sportsbook and Casino company. We are recruiting for a CRM Manager to join our fast-paced environment.

Working hours: Office hours – hybrid.

What will you be doing?
The CRM Manager will be responsible for managing and growing an email marketing program to drive customer conversion and retention. Candidates must demonstrate experience in implementing audience segmentation to drive improvement in KPIs for those objectives.

The role will be responsible for managing a team of 4-5 direct reports.

Main duties and responsibilities:

  • Develop audience segmentation, targeting and testing of email marketing strategies to drive improvement in KPIs – open rates, CTR and revenue – and overall program performance.
  • Design and implement relevant, topical and engaging email and SMS campaigns. Translate these into tangible email messages and communication lifecycles (nurture campaigns) for different audience segments.
  • Monitor the health and segmentation of the customer database, driving increased engagement.
  • Develop and maintain program performance reports / dashboards for all key stakeholders. Identify roadblocks and work with the relevant departments to improve processes.
  • Implement, optimize, and own email and SMS marketing automation.
  • Keep abreast of best practices for email and SMS marketing, and spread this throughout the organisation.
  • Use data to identify potential for performance improvements.
  • Work cross-functionally with the Marketing team to achieve desired results on campaigns including localizing in up to 10 languages, ensuring the messaging is culturally sensitive and appropriate for each market.
  • Work with key stakeholders to fulfil and manage their email marketing requirements – Sportsbook, Casino, Mobile and Affiliates.
  • Work closely with the Head of Brand Marketing to manage the CRM budget.

Skills and qualifications:

  • University degree in Marketing, Information Technology, PR, Business Administration, Economics, or any other related field.
  • Experience managing and leading a team of direct reports is a must
  • At least five years of expertise managing data-driven email marketing campaigns.
  • Experienced user of Salesforce and other CRM platforms. Experience with Silverpop Engage and Transact.
  • Expert-level knowledge of programmatic emails and landing page creation.
  • Proven history of managing email segmentation strategies and operations across multiple business units, geographies and languages.
  • Deep knowledge of campaign management data concepts such as contact history, assignment rules, workflows, automation, and triggers.
  • Ability to collaborate with cross-functional and cross-departmental teams.
  • Excellent prioritization and communication skills to measure objectives, needs and timelines.
  • Strategic understanding of the importance of Email and SMS Marketing in supporting and developing the brand.
  • Understanding of email design and best practice, with specific reference to Mobile.
  • Experienced data analyst including advanced Google Analytics user.
  • Expert Excel user with experience in managing large data sets.

How will you be measured?

  • Annual and mid-year performance reviews and regular assessments.
  • Team KPIs, which will also show the individual overall contribution.

Company compensation and benefits:

  • Competitive salary with a yearly bonus scheme.
  • Health insurance cover.
  • Monthly gym membership reimbursement.
  • Training and development opportunities.

The above is intended to describe the general nature and level of work being performed and is not intended to be an exhaustive list of all responsibilities, duties, and skills required.