Real Time CRM Specialist

Entain; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the gaming industry seeks a Real Time CRM Specialist to optimize customer engagement strategies across Canada, Iberia, and Latin America. This full-time remote position involves designing automated use cases and leveraging data analysis to enhance player interactions, ensuring consistent communication while adapting to diverse markets.

Qualifications

• Experience in sportsbook industry designing campaigns.
• Deep knowledge of player motivations and retention drivers.
• Hands-on experience with campaign evaluation and analysis.

Responsibilities

• Develop automated real-time use cases for push notifications.
• Implement real-time triggers using behavioral events.
• Design experiments to refine messaging strategies based on data.

Skills

Customer-focused mindset

Data analysis

Proactive problem-solving

Campaign evaluation

Education

Experience in sportsbook industry

Fluent in English

Tools

Optimove

BI software like Power BI

Job description

We are seeking a Real Time CRM Specialist to join our CRM team overseeing Canada, Iberia, and Latin America (CILA). Reporting to the CRM Automation Manager, this Specialist will focus on all our CILA labels and will design and own the automated use cases in Grandstand (Entain's sports push notifications platform), as well as explore and leverage real-time triggers through tools like Optimove.

They will also be instrumental in crafting and evolving our understanding of player engagement with data-backed analysis, collaborating with the rest of the CILA region to drive client engagement with our sports products.

Key responsibilities:

1. Ideate, develop, and execute automated real-time use cases in Grandstand across CILA markets to deliver timely and relevant push notifications during and between live sports events, enhancing engagement with personalized in-the-moment messages.
2. Implement real-time triggers in Optimove using behavioral events (e.g., bet placed, page visit, game played) to drive timely communications across channels; collaborate with Martech and the Optimove team to develop new high-impact triggers.
3. Partner with Product and Country teams to ensure Real Time CRM activities align with player touchpoints and key product moments, crafting communications that support player retention and engagement in a non-intrusive way.
4. Build and maintain a roadmap of real-time features, prioritizing ideas that enhance player experience and scale across multiple CILA markets, coordinating with central teams for development.
5. Design structured experiments to test hypotheses and refine messaging strategies based on performance data and user behavior.
6. Track campaign performance and player engagement metrics, providing insights and recommendations to inform future strategies.
7. Coordinate across markets to ensure approach consistency while allowing local adaptations based on player behaviors and preferences.

Qualifications:

Required:

• Experience in the sportsbooks industry designing and optimizing campaigns tailored to customer behaviors.
• Deep knowledge of sportsbook player motivations and retention drivers, professionally or as a player.
• Proven experience evaluating campaigns to trigger customer behaviors.
• Hands-on experience with Optimove or similar tools.

Preferred:

• Experience in customer communication design and testing, especially with push notifications.
• Data analysis skills using BI software like Power BI.
• Proactive problem-solving and independent execution skills; ability to partner with Product teams and lead campaign ideation and execution.
• Customer-focused mindset with a passion for delivering exceptional player experiences.
• Agile thinking and adaptability to strategy or regulatory changes.
• Fluent in English; Spanish or Portuguese is a plus.

Additional Information:

Diversity and Equal Opportunities:

Entain is committed to a safe, inclusive culture where everyone feels they belong. We value diversity and respect individual differences, providing support through internal networks and ensuring fair hiring practices globally.

Our core value of 'doing what's right' drives us to create a diverse, equitable, and inclusive future for our people and the wider sector. We ensure compliance with all applicable laws and regulations.

Remote Work: Employment Type: Full-time

Key Skills: Junit, Customer Service, Freelancing, Industrial Safety, ACCA, Arbitration

Experience: Years

Vacancy: 1