• -Develop and implement a comprehensive retention strategy: Design and execute a retention strategy that focuses on reducing customer churn, increasing customer loyalty, and maximizing customer lifetime value. Collaborate with cross-functional teams to align retention efforts with overall business objectives.
• -Optimize the CRM system: Oversee the management and optimization of the CRM system to improve customer engagement, segmentation, and personalization. Define and implement best practices for data hygiene, data integration, and CRM processes.
• -Analyze customer data and behavior: Utilize customer data and analytics to identify trends, patterns, and insights that can be used to improve customer retention efforts. Segment customers based on behavior and preferences, and develop targeted retention programs.
• -Implement effective retention initiatives: Lead a team responsible for designing and executing retention initiatives, such as customer onboarding, loyalty programs, win-back campaigns, and personalized communications. Continuously monitor and optimize these initiatives for maximum impact.
• -Monitor key retention metrics: Define and track key performance indicators (KPIs) related to customer retention, such as churn rate, customer lifetime value, repeat purchase rate, and engagement metrics. Provide regular reports and insights to senior management on the effectiveness of retention strategies and CRM efforts.
• -Collaborate with cross-functional teams: Work closely with tech ,product, billing, customer support teams
• -Stay informed about industry trends: Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to customer retention and CRM.
• -Continuously seek opportunities to innovate and improve retention strategies and CRM processes.
• -Manage and develop a high-performing team: Build, mentor, and motivate a team. Provide guidance, set performance targets, and foster a collaborative and high-performance culture within the team.
Требования:
• Experience in the gambling vertical
• Proven experience in a senior-level role focused on customer retention, CRM, or database marketing.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• In-depth knowledge of customer retention strategies, CRM best practices, and industry trends.
• Proficiency in CRM systems, preferably with experience in implementation and optimization.
• Excellent leadership and people management skills, with a track record of building and developing high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Results-oriented mindset with a focus on driving measurable improvements in customer retention metrics and CRM performance.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
