Senior Retention Specialist

DigiOutsource; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

DigiOutsource in Cape Town is seeking a Retention Specialist to drive cross-sell and conversion initiatives, leveraging the latest marketing tech to improve player journeys and retention across products.

You will collaborate with supporting teams and suppliers, monitor performance, and implement learnings to maximise ROI while ensuring a positive player experience.

Responsibilities

• Identify new marketing opportunities and scope each opportunity with supporting teams.
• Execute briefs and initiatives that support cross-sell and conversion strategies.
• Monitor, evaluate and learn from each project; drive ROI and retention.
• Coordinate with stakeholders and external suppliers to meet timelines.
• Maintain relationships with internal departments to support campaigns.

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Conversion/Cross-Sell

This role identifies new marketing opportunities and works with supporting teams in scoping and implementing each opportunity. The Retention Specialist executes briefs, projects and initiatives that support the cross-sell and conversion strategy. The planning of these projects is managed in conjunction with the relevant stakeholders. They monitor and evaluate the success of every project, and recycle learnings as required. The goal is to execute on the player journeys that would improve and deliver optimal retention rates of the organisation’s products. The Retention Specialist is fully responsible to execute, analyse and act on learnings & business requirements. Maximising return on investment and retention rates. Implementation of initiatives to move players across platform or product where required, to ensure optimal player experience, and limit loss of revenue.

Project Management

The Retention Specialist oversees the co-ordination and implementation of marketing activities to support the Conversion/Cross-sell strategy through support teams and external suppliers. They are also responsible for close co-operation and co-ordination between supporting teams and suppliers to ensure timelines and deliverables on all projects are met to expectations and within the expected deadline. They assess internal and external capabilities of staff and suppliers and then manage expectations of key stakeholders accordingly.

Relationship Management

The Retention Specialist builds and maintain relationships with various support departments and service providers. They build excellent rapport with all levels within the organisation.

Communication

The Retention Specialist ensures all communication streams and activities are executed to maximum efficiency, addressing customer needs, and improving response rates. This role ensures that all communication touchpoints are optimally used and alter interventions where required.

Financial Management

This role is responsible for devising initiatives and offer strategies that deliver on customer expectations and support anticipated ROI per project/intervention. The Retention Specialist manages the finances and conducts forensic audits on all conversion initiatives and promotions. They then take the relevant actions and corrective measures if and when necessary.

Research and best practice

The Retention Specialist proactively maintain a thorough understanding of competitors as well as the industry to identify opportunities and threats as they arise and act on them. They continuously maintain a thorough understanding of marketing services technology and best practices thereof.

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

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