Addison Global Limited

  • Customer Engagement Manager

    Job Locations GI-Gibraltar
    Job ID
    Permanent Full-Time
  • Overview

    Our new brand is all about providing customers with the best possible mobile betting experience.

    Our Customer Engagement team believe that this can only be achieved if our users receive truly personalised communications that are based on their user behaviour. A simple concept, a serious task!

    If you’re a CRM manager with 3-5 years strategic and hands-on experience, passionate about mobile and are up for a challenge, we would like to hear from you.


    What you’ll do

    • Accountable for the following KPIs:
      • ARPU
      • Retention
      • Cross product penetration
    • Develop engaging and competitive Sports and Gaming promotions, to drive customer engagement and maximise ARPU (player value) across both products
    • Responsible for players propositions planning, implementation and optimisation
    • Develop promotions plans throughout Sports and Gaming customer life cycle
    • Develop and implement communication plan across Social media, on-site and outbound marketing channels
    • Build, manage and monitor promotional budget
    • Review and understand competitive landscape for Sports and Gaming, to ensure players propositions are highly competitive
    • Prepare a detailed CRM plan around major sports events calendar
    • Responsible for bonus fulfilment and configuration in backoffice systems
    • Monitor business performance by brand, product and campaign levels
    • Identify challenges & opportunities to improve retention and player value
    • Brief Creative, Content, Marketing and Product teams with new campaigns requirements
    • Run various A/B tests to optimise customer engagement and promotions ROI
    • Ensure copy, creative and customer journeys are all aligned with brand guidelines and optimised to achieve campaign goals
    • Work closely with Product & Trading team to improve customer experience, engagement and promotions tools
    • Work closely with multiple teams to detect and solve frictions and pain-points in customer experience


    Who you are

    • A leader with strong sense of ownership and accountability
    • Self-motivated with a drive to create, influence and achieve business goals
    • Passionate about Sports betting and/or e-gaming
    • Good understanding of Customer segmentation and CRM tools, methodologies and optimisation
    • Outstanding commercial awareness and analytical skills
    • Able to transform data insights into actions
    • Well organised
    • Capable to work in fast pace environment
    • Excellent communication and leadership skills


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