Customer Relationship Coordinator

Reports to: Marketing Manager

Job Summary

The CRM (Customer Relationship Management) Coordinator is responsible for managing customer interactions, optimizing CRM systems, and ensuring effective engagement strategies to enhance customer retention and satisfaction. This role involves data analysis, campaign management, and collaboration with various departments to improve customer experiences and maximize business growth.

Responsibilities

Customer Relationship Management

• CRM Strategy Execution: Implement CRM strategies to grow player loyalty and retention Collaborate with internal teams to ensure smooth execution of personalized customer journeys.
• Customer Data Management: Maintain up to date customer records in the CRM platform. Segment players based on activity, location and value for targeted campaigns.
• Customer Communication: Manage lifecycle communications.

Campaign Execution & CRM Operations

• Promotion Management: Oversee the end-to-end execution of CRM promotions including bonuses, tournaments, and lifecycle campaigns. Set up offers within the CRM back office and ensure timely delivery to the right segments.
• Quality Assurance: Conduct thorough testing of bonus journeys and promotions to prevent errors, eliminate bugs, and ensure a seamless user experience.
• Content Coordination: Prepare and coordinate information pages, SMS, email, and push communication journeys to support campaign initiatives.

• Promotional Calendar Management: Maintain and implement a Multi calendar aligned
• with local events, betting seasons, and international sports fixtures.

• Briefs & Planning: Support the CRM and marketing teams in producing campaign briefs and plans, ensuring alignment with brand goals and timelines.
• Cross-Team Collaboration: Coordinate with marketing, product, and creative teams for the delivery of promotional content and materials.
• Campaign Reporting: Generate performance reports and provide actionable insights to improve campaign effectiveness and enhance ROI.
• Market Research: Conduct ongoing research to identify new campaign opportunities, bonus trends, and competitor strategies.

Player Retention & Satisfaction

• Feedback Management: Collect and analyze player feedback on promotions, platform
• experience, and support. Share actionable insights with relevant departments.
• Customer Satisfaction Tracking: Utilize surveys and behavioral data to track and monitor
• satisfaction levels, while proactively reaching out to reduce churn.

• Issue Resolution: Collaborate with support and tech teams to resolve player issues and ensure smooth campaign and bonus delivery

Required Qualification

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• 2+ years of CRM experience, preferably in the betting, gaming, or digital entertainment industry.
• Hands on experience in setting up bonuses, promotions, and tournaments using back-office systems.
• Proficient in CRM software.
• Strong communication skills and the ability to deliver accurate, engaging player facing content.

• Analytical mindset with strong reporting and data interpretation abilities.
• Solid understanding of betting products, sports schedules, and gaming cycles.
• Understanding of digital marketing and multichannel campaign planning