Director of Retention
Description
ABOUT THE ROLE
As the Director of Retention for Leo Vegas, you will play a pivotal role in driving our commercial success by enhancing customer retention and loyalty. With a comprehensive understanding of the customer experience and lifecycle, your expertise will shape our CRM strategies across four strong brands and multiple verticals.
You will focus on working with markets and engagement teams to identify incremental improvements and implementing innovative approaches to elevate lifecycles, triggers, scheduled communications and ad-hoc campaign outcomes, ensuring our CRM initiatives' continuous evolution and success.
YOU WILL BE RESPONSIBLE FOR:
● Own the development and implementation of data-driven CRM strategies encompassing the entire customer lifecycle, including onboarding, activation, retention, churn prevention, and reactivation.
● Support teams to optimise campaign performance across all CRM touchpoints, focusing on commercial enhancements and an improved customer experience.
● Utilise data analysis methodologies to maximise ROI and ROE, enhancing customer value and overall experience.
● Leverage deep customer insights to create personalised communications.
● Monitor budgets and targets, ensure efficient cost management, and drive actions to help the team meet its goals.
● Improve automation and dynamic content-based campaigns
● Optimise campaign processes and improve consistency and reliability, eliminating errors
● Create an environment that fosters robust experimentation, measurement and continuous improvement.
● Provide guidance and training to teams, fostering their personal growth and development.
● Onboard and train new team members, ensuring they possess the necessary knowledge, skills, and tools to succeed.
● Identify opportunities for improvement and challenge the status quo to drive continuous innovation in CRM activities.
● Share insights and learnings across teams, promoting a collaborative environment conducive to shared growth and success.
OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
ESSENTIAL SKILLS
● Strong management skills with the ability to communicate clearly and effectively, having tough conversations when needed and challenging the team to be the best they can be.
● Strong project management skills, leading to effective planning, organisation, and execution of CRM initiatives.
● Excellent communication and presentation skills.
● Ability to communicate, concisely, concretely, correctly, coherently, completely, and courteously.
NICE TO HAVE
● iGaming experiences is a big plus
● Experience in a similar role is recommended
● Experience with advanced marketing technology and automation tools
CORE COMPETENCES:
● Serve as a mentor, guiding and supporting team members to unlock their full potential.
● Foster a robust data-driven culture within the team.
● Maintain a forward-thinking mindset, proactively innovating and adapting CRM strategies to meet evolving customer needs, technological advancements, and market trends.
● Demonstrate initiative; you confirm and act without seeking permission.
WHO WE ARE
At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1800 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 16 offices worldwide.
BENEFITS
● Hybrid work policy
● 4 weeks of Workation (T&C apply)
● Well-being allowance to support your active lifestyle
● Private health insurance
● Discounts across a range of retailers, gyms, bars & restaurants
● We offer an employee assistance program that can provide help and guidance during challenging moments.
● For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.
JOIN US!
In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!
Would you be a good fit for the Leo Pride - give us a roar!