CRM Manager

  • Basis:  Full-Time (Hybrid)
  • Closing Date:  09 Jun, 2024
  • Job Ref:  KMP-90787

Job Description

Welcome to Pinnacle, the ultimate destination for sports enthusiasts seeking an exhilarating sportsbook and gaming experience! Established in 1998, we have solidified our position as one of the globe’s foremost licensed online gaming companies. With our cutting-edge offerings, we guarantee an electrifying experience that will keep you on the edge of your seat.

Pinnacle invites you to join our team and become an instrumental figure in the exciting realm of sports betting. Our vibrant team is fueled by passion and driven by innovation, working together to redefine the landscape of sports betting and gaming. Together, we constantly strive to surpass limitations and deliver unparalleled experiences to sports enthusiasts worldwide. Prepare yourself for a thrilling journey and discover sports in an entirely new dimension with Pinnacle!

Apply and join our team today!

About the role
The CRM Manager will be responsible for developing and owning the entire customer retention strategy for Pinnacle across sportsbook, casino, esports and our key accounts. Help drive customer conversion and retention using email, SMS and other forms of engagement that you wish to implement. Candidates must have experience with analyzing data and implementing audience segmentation to drive results across core CRM and financial KPIs.

The role will be responsible for managing a team of 4-6 direct reports.

Essential Job Functions / 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 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.
  • Own the development and execution of retention and reactivation campaign strategies for all Pinnacle products.
  • Have a strong analytical mindset in order to develop and maintain program performance reports/dashboards for all key stakeholders. Identify road blocks and work with the relevant departments to improve processes.
  • Implement, optimize, and own email and SMS marketing automation.
  • Innovate! Explore and propose new technologies and tactics to help improve our overall CRM performance.
  • Use data to identify potential for performance improvements.
  • Work cross-functionally with the marketing team to achieve desired results on campaigns including localizing across multiple languages to ensure messaging is culturally sensitive and appropriate for each market.
  • 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.
  • At least 4-5 years of expertise managing data-driven email marketing campaigns.
  • At least 1-3 years of experience managing and leading a team of direct reports is a must.
  • Experienced user of Salesforce and other CRM platforms.
  • Experienced data analyst including advanced Google Analytics user.
  • 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.
  • Strong understanding of the importance of Email and SMS Marketing in brand development.
  • Understanding of email design and best practice, with specific reference to Mobile.
  • Expert Excel user with experience in managing large data sets.