Head of Casino CRM & Retention
Location
Hoboken, NJ | United States
Job description
Founded in Europe in 2004, Tipico is now a licensed U.S. Sportsbook operating in New Jersey, Iowa, Ohio, and Colorado. Renowned in Germany and globally, Tipico offers online betting across 30 sports. Guided by values such as innovation and inclusion, Tipico focuses on creating top-notch mobile sports betting and casino products. Recently recognized as the No. 1 rated casino app in the U.S., Tipico is dedicated to enhancing gaming excitement for millions daily. Join us in redefining excellence in online entertainment!
Please note: this role is located in our Hoboken, NJ office; we work off a hybrid model and come into the office 2 days per week.
Job Description
As Head of Casino CRM & Retention, you will be responsible for developing and executing customer relationship management (CRM) strategies to enhance player engagement, loyalty, and retention. You will lead a team of CRM professionals, collaborate with cross-functional teams, and utilize data-driven insights to drive personalized and impactful player experiences.
Main duties and responsibilities include:
CRM Strategy Development:
- Develop and implement the overall CRM strategy for the online casino, aligned with business goals and player lifecycle management.
- Define and segment player groups based on player behavior, preferences, and value to optimize CRM initiatives.
- Identify opportunities for personalized messaging, targeted campaigns, and loyalty programs to enhance player engagement.
- Work with the Sportsbook CRM team to align on strategy and best practices
Player Journey Optimization:
- Analyze player behavior throughout the player lifecycle to identify pain points, engagement gaps, and conversion opportunities.
- Develop and optimize player journey, ensuring seamless and personalized experiences across all touchpoints.
- Collaborate with cross-functional teams to enhance the player experience and drive player satisfaction.
Campaign Management:
- Develop and execute targeted CRM campaigns to drive player engagement, retention, and loyalty.
- Collaborate with the marketing team to align CRM initiatives with broader marketing strategies and goals across Casino and Sports.
- Utilize segmentation, A/B testing, and data analysis to optimize campaign performance and ROI.
Loyalty Program Management:
- Oversee the design, implementation, and management of the online casino's loyalty program.
- Develop and refine program mechanics, rewards, and tiers to drive player loyalty and increase customer lifetime value.
- Monitor program performance and effectiveness, making data-driven recommendations for continuous improvement.
Data Analysis and Reporting:
- Utilize CRM tools and data analysis software to track, analyze, and interpret player data, behavior, and preferences.
- Generate regular reports and provide insights on player engagement, retention, and loyalty KPIs.
- Use data-driven insights to optimize CRM strategies, personalize player communications, and enhance the player experience.
Team Leadership and Development:
- Lead and manage a team of CRM professionals, providing guidance and mentorship.
- Foster a culture of innovation, collaboration, and continuous learning within the CRM team.
- Ensure the team has the necessary resources, tools, and training to effectively execute CRM strategies.
Compliance and Responsible Gaming:
- Ensure compliance with industry regulations, data privacy laws, and responsible gaming guidelines in all CRM activities.
- Collaborate with the compliance team to implement and maintain responsible gaming features and practices.
Qualifications
Experience
- Bachelor's degree in marketing, business administration, or a related field. Master's degree is preferred.
- Proven experience in CRM management within the online casino or iGaming industry.
- Strong understanding of CRM strategies, player lifecycle management, and player segmentation techniques.
- Proficiency in CRM tools, data analysis software, and marketing automation platforms.
- Experience with Emarsys or DOMO would be an advantage
- Excellent analytical and problem-solving skills, with a strong focus on data-driven decision-making.
- Familiarity with regulatory requirements and compliance standards in the online gambling industry.
Skills
- Strong leadership and team management abilities.
- Excellent communication, presentation, and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Passion for online gambling and staying up-to-date with the latest industry developments
- Fluent in English, Oral and written – essential
Personal Characteristics
- Exemplifies our values – innovation, collaboration, passion, inclusion and accountability
- Proactive, agile, innovative and solution orientated work approach
- Thrives working in a fast-paced and challenging environment
- Ability to think outside of the box, be innovative, adaptable, identify continuous improvement areas and come up with creative solutions to challenges
Additional Information
What's in it for you:
- Work in a new and thriving industry with high growth potential.
- Competitive salary and performance bonus.
- Medical, Dental, and Vision Insurance.
- 401k employer matching.
- Unlimited PTO with 15 paid holidays.
- 100% paid parental leave.
- Professional training and development opportunities.
- Gym reimbursement.
- Free workout classes at Prime Cycle in Hoboken, NJ.
- 1-year free Apple Fitness+ subscription.
- Work in an environment with a start-up feeling, backed-up by a leading European sports betting house. We are a high-volume business and are taking off in the US!
Job tags
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