German CRM / VIP Executive
Due to our continuous growth we are looking for an experienced and self-driven CRM/VIP executive with fluent knowledge of German to join our team.
The German CRM /VIP executive will coordinate the delivery of campaigns and communications to enhance and optimise customers’ retention and loyalty. This includes all duties related to the day-to-day management of various brands (and markets) for effective VIP/CRM delivery.
The German CRM /VIP executive will work closely together with the product managers, design team, customer services and payment teams to coordinate, execute and report on all VIP/CRM initiatives supporting the customer lifecycle & communication in order to optimise conversion, retention, reactivation and ultimately the Customer Lifetime Value. This will be through the production of creative weekly promotional newsletters, SMS and also Direct Mail while setting up bonuses using our back end systems.
CRM / VIP executive will also handle the regular communication with VIP players in order to maintain strong relationships.
Responsibilities associated with this role include, but are not limited to, the following:
Coordinate all on-going VIP/CRM campaigns, promotions and communication activities together with Head of CRM and all other relevant departments.
Communicate and contact customers via telephone/ email/ SMS on weekly basis
Own and manage weekly / monthly VIP/CRM communication calendar plan in sync with other Marketing communications.
Regular creditation of loyalty bonuses for VIP players
Ensure targeted segmentation for each campaign.
Execute and report (performance analysis) of all CRM campaigns/promotions and communications activities.
Monitor, update and report of automated customer lifecycle communication touch points.
Constantly involved in the improvement of the CRM proposition with suggestion and feedback on current processes.
Assist in content translations when required.
Conduct continuous competitor screening and analysis.
Support ad-hoc requests for data, campaigns/promotions pre-reports and analysis
Attend VIP events
Coordinate gift and events for VIPs
Candidates must have previous experience within a CRM function
Excellent written (copy writing) and verbal communication skills in German
Strong command of English (both written and spoken)
Experience in online Support /Customer Services/Telemarketing
Strong organisational skills with attention to details
Strong time management skills
Advanced in MS Office
Problem solving capabilities with ability to think big picture
Able to work effectively within a matrix organization and open to cooperation across other teams
Hard worker, confident, team worker and reliable
Results-oriented and proactive self-starter
Metrics driven with good judgment skills
Self-reliant and switched on
Excellent communication skills with warm approach – comfortable interacting with a diverse group of technical and non-technical people
Quick learner and very reliable
Positive attitude and ready to take on challenges
Creative and innovative
Achievement of quarterly and annual goals and objectives as agreed with Head of CRM/VIP
Achievement of Company financial targets – Revenue & Contribution/EBIT
Bi yearly 360 degree reviews
Note: As with all positions, due to the dynamic nature the business, key responsibilities will evolve and change over time.