Head of Customer Relationship Management

il y a 3 semaines

Bordeaux, Nouvelle-Aquitaine, France Betclic Group Temps plein

About Betclic Group

Betclic Group is a leading online gaming and sports betting company, operating in several European countries. Our mission is to provide a safe and entertaining experience for our players, leveraging innovative technologies and a multicultural team.

Job Summary

We are seeking a highly skilled Head of CRM to join our team in Bordeaux, France. As a key member of our leadership team, you will be responsible for defining and executing our player engagement strategy across all markets.

Key Responsibilities

  • Strategy:
    • Develop a comprehensive CRM roadmap to drive long-term player loyalty and engagement, while overseeing daily CRM operations.
    • Collaborate with Product and Tech leads to assess and optimize CRM tool usage, identifying areas for improvement or upgrades.
    • Supervise the design, implementation, and optimization of automated marketing campaigns.
    • Monitor and research CRM trends 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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