Head of Customer Relationship Management
il y a 3 jours
About Betclic Group
Betclic Group is a leading online gaming and sports betting company in several European countries. We are committed to providing our players with the best entertainment experience through innovative technologies and a safe gaming environment.
Our Mission
We are looking for a talented individual to join our team as the Head of Customer Relationship Management. As a key member of our marketing team, you will be responsible for defining and executing our player engagement strategy across all our markets.
Key Responsibilities
- Strategy:
- Develop a strategic roadmap to drive long-term player loyalty and engagement while overseeing the execution of daily CRM operations.
- Collaborate with Product and Tech leads to regularly assess and optimize the usage of our CRM tools, identifying areas for improvement or upgrades.
- Supervise the design, implementation, and optimization of automated marketing campaigns.
- Monitor and research trends in the CRM field to identify emerging opportunities for Betclic to capitalize on and gain a competitive advantage.
- Operations:
- Work closely with country leads to prepare monthly CRM plans, structuring and executing operations within allocated budgets.
- Implement our 360-lifecycle strategy by coordinating digital touchpoints (emails, SMS, push notifications), human interactions (customer service), and product.
- Maintain CRM operations within budget and timeline, applying business planning against key performance indicators and financial projections.
- Data Analysis:
- Identify and analyze customer data to understand trends, behaviors, and needs, guiding relational strategies, contact points, and commercial offers.
- Monitor and evaluate CRM campaigns and activities to measure ROI, prioritize resources, and drive continuous improvement in player retention and engagement.
- Conduct consumer experience research, segmentation, and roadmap analyses to identify areas of improvement in CRM campaigns.
- Management:
- Lead a team of 10 and growing, fostering a strong team culture aligned with Betclic's goals and values.
- Inspire a unified vision and objectives within the team, promoting an agile and data-driven culture in an international environment.
- Make player-centricity a key driver in all decision-making processes and strategies.
Requirements
- A solid record of accomplishment in CRM management, preferably in a fast-paced, international environment.
- A demonstrated ability to lead and develop a team, fostering a player-centric culture.
- Analytical skills with experience in data analysis to inform decision-making and strategy formulation.
- Proficiency in CRM tools and platforms, with the ability to assess and optimize their usage.
- Strong verbal and written communication skills.
- A proven ability to work collaboratively with cross-functional teams, including Product, Tech, and country leads.
- Ability to thrive in a dynamic, fast-changing environment, managing multiple priorities and projects simultaneously and with resilience.
- Fluency in English and French.
What We Offer
- 25 paid vacation days and 10 "RTT" days.
- A Ticket Restaurant card loaded with €10 per day (50% funded).
- 100% coverage of a health insurance plan for you and your children.
- 50% coverage of transportation costs or an annual sustainable mobility bonus (€230 for sustainable commuting).
- An advantageous telecommuting policy.
- An annual training program.
- Exceptional office facilities with a rooftop for sunny breaks and lunches.
- Internal events to spice up your daily routine.
- Free sports classes at our facilities.
About the Role
This is a permanent position available in Bordeaux as soon as possible.
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