Head of Customer Marketing

Are you a passionate advocate of the Customer that understands the reach of CRM in an organisation? If so, you’ll enjoy the opportunity to shape and grow one of the key parts of our business by delivering the next generation of our CRM offering

The Role

This role focuses on the expansion of a world class CRM program, with a focus on delivering on the company wide strategy:
Great Customer Experience, Communication Relevance and Exceptional Planning and Execution.
Leading a team of talented CRM professionals, you will set the strategy for the brand’s communications platform, and lead the propagation across the wider business.
You are an experienced online Marketer, and believe that the Customer is the heart of everything we do.
The main responsibilities include but are not limited to:
– Own the planning, strategy and execution of “How” we communicate with all our customers across all CRM touch points – both promotional and life cycle comms
– Work closely with the Central CRM team to align on Group vs Brand CRM strategy and roadmaps
– Recommendations on Communications based on data and analysis Ensuring the Comms briefs meet the planning cycle, process and deadlines
– Own the Execution of these briefs across all touch points – turning the brief into consistent and relevant customer facing comms, determining the channels, test plan, and optimal time to execute based on the comms master plan and KPIs
– Responsible for measuring the campaigns and socialising all findings to the wider team, especially product teams Work with BI and Central CRM to devise and follow best in class segmentation
– Work with Central CRM to ensure we have best in class technology to deliver the most relevant and engaging comms in line with our plans and KPIs Scheduling the work load across
– Execution teams ensuring the right sign off check points with key stakeholders both in and outside the team Championing the use of Data as the driver of decisions across all CRM functions
– Providing expert direction and opinion on resource management and implementation
– Accountable for the VIP and Event Strategy and management for the Brand directing the VIP team accordingly

Wanted Qualifications:
– Relevant experience within a large scale B2C CRM organisation Intimate knowledge of the nature of proprietary CRM Systems and 3rd party offerings
– Technical and Operational knowledge of running large Databases of diverse customers
– Strong understanding of Customer lifecycle flows and treatments
– A drive to find elegant solutions and see them delivered
– Thought leader with a Digital mindset
– Commercially astute with a clear understanding of how customer marketing KPIs drive overall
– Commercial value A good team work ethic, and ability to communicate effectively with a variety of different types of people

Desirable Skills & Abilities:
– Previous experience in a senior role in the online gaming industry preferred but not essential
– A Technical or Product background is preferred but not essential

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