CRM Manager (9-12 Month FTC)

Bally's Interactive; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Bally's Interactive is seeking an experienced CRM Manager to lead their CRM and Player Engagement team in London. The role involves managing multi-channel campaigns, fostering team innovation, and ensuring effective collaboration across departments to enhance player engagement and retention. Ideal candidates will have significant experience in campaign delivery and people management, particularly within the iGaming or sports betting sectors.

Benefits

Annual leave

Annual bonus

Pension plan

Health insurance

Company share scheme

Home office allowance

Wellness or Gym allowance

Qualifications

• Experience in multi-channel CRM campaign delivery.
• Exceptional people manager with experience managing large teams.
• Experience in iGaming/Sports Betting industry preferred.

Responsibilities

• Leading and developing a team of CRM Executives.
• Managing end-to-end multi-channel CRM campaign process.
• Collaborating with cross-functional teams to enhance campaigns.

Skills

People Management

Campaign Delivery

Analytical Skills

Collaboration

Customer-first Mindset

Tools

Braze

Job description

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, Bally's will own and/or manage 15 casinos across 10 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana.

Well, what about the team?

At Bally’s Interactive we are looking for an experienced CRM Manager to join our CRM and Player Engagement team. The successful candidate will be responsible for managing a large team of campaign execution specialists to ensure that we send out the right CRM campaigns, to the right customer at the right time across our portfolio of brands for UK and Ireland.

We are looking for an energetic person with a hands-on approach to support the team in embedding our new ways of working and to contribute to our commercial performance. Braze expertise, strong people management and collaboration with cross-functional teams are key requirements to ensure our multi-channel campaigns (email, SMS, in-app / on-site, direct mail and more) across the entire lifecycle are executed successfully and meet business goals, such as increased player engagement, retention and lifetime value across our UK & Ireland brands.

So, what will you be doing?

• Leading, managing and developing a team of CRM Executives (currently 7) to ensure cohesive and efficient operations.
• Fostering a culture of innovation, collaboration, and continuous improvement within the CRM & Player Engagement team
• Working closely with the CRM Planning Manager to effectively plan and manage individuals’ workload & priorities.
• Collaborating with third-parties.
• Offering strategic input into campaign plans, turning briefs into action effectively
• Managing and governing the end-to-end multi-channel CRM campaign process from brief to campaign execution.
• Owning additional tactical CRM & Player Engagement projects that sit outside of standard campaign process.
• Assisting the team with the campaign creative workflow & act as main escalation point for any campaign issues.
• Governing campaign QA process, ensuring all campaigns are 100% error-free, delivered to brief & within agreed SLAs.
• Creating a campaign measurement framework to effectively assess campaign performance & share with stakeholders.
• Collaborating with CRM Operations and cross-functional teams to enhance & automate campaigns and develop advanced segmentation models, creating new customer data points as needed.
• Supporting the wider CRM Strategy that aims to optimise the efficiency & effectiveness of our CRM player comms.
• Working closely with CRM Campaign Planning Manager to ensure team capacity aligns with roadmaps and key business projects and priorities.
• Developing & optimising effective, collaborative ways of working between cross-functional teams.
• Developing, formulating and refining the CRM Manager (Activation) role to align to our newly created ways of working.
• Building strong working relationships with key teams across CRM & Player Engagement, Acquisition & Digital, Creative Studio, Data, Product and MarTech.
• Acting as a primary point of contact for internal stakeholders, ensuring their needs and expectations are met

And what will you need?

• Possess experience in multi-channel CRM campaign delivery.
• Be an exceptional people manager with experience managing large teams.
• Have the ability to manage numerous stakeholders, at both senior and junior levels.
• Experience working with Braze. Preferably Braze certified.
• Experience in iGaming / Sports Betting industry with a passion for digital marketing within the industry is preferred.
• Be process and value driven with a customer-first mindset.
• Be personable, friendly and communicative with the ability to push back to stakeholders of all levels effectively.
• Have a strategic mindset, ensuring campaign objectives are aligned to commercial goals.
• Have strong numerical and analytical skills.
• Have strong resilience with the ability to effectively handle problems and barriers in order to meet objectives.
• Have a flexible and adaptable approachable and able to think creatively & decisively as plans evolve and events unfold.
• Have strong numerical and analytical skills.

This is what you'll get

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer:

• Annual leave
• Annual bonus
• Pension plan
• Health insurance
• Company share scheme
• Home office allowance
• Wellness or Gym allowance

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.