About the Role
As Customer Retention Lead, you鈥檒l be responsible for delivering the customer engagement and retention strategy through data鈥憀ed profiling, segmentation and campaign execution.
Working closely with the Customer Engagement Manager, this role focuses on planning and coordinating customer communications, optimising CRM campaigns and ensuring disciplined management of the generosities budget. You鈥檒l lead campaign scheduling, targeting, automation and reporting while maintaining strong data integrity across the customer database.
The role operates within a strong regulatory framework and requires careful consideration of Responsible Wagering principles and compliance obligations across all customer engagement activity.
Key Accountabilities
Customer Engagement & Retention
- Deliver data鈥憀ed customer retention activity in partnership with the Customer Engagement Manager
- Lead customer profiling and segmentation to optimise retention outcomes and generosities spend
- Provide insights and recommendations on customer trends and competitor activity
- Identify and drive improvements to customer communications through automation, technology and targeting
Campaign Delivery & Optimisation
- Plan, coordinate and execute direct communications aligned to customer lifecycle and wagering priorities
- Define and monitor campaign success measures, reporting on performance and outcomes
- Optimise campaign effectiveness through collaboration with internal stakeholders and continuous improvement
- Improve campaign design through audience definition, testing and performance analysis
- Lead the development and adoption of automated campaign capability within the Microsoft Dynamics environment
Technology & Data Governance
- Maintain CRM platforms, ensuring data integrity, governance and customer contactability
- Review and enhance customer management processes to improve automation and effectiveness
- Act as a subject matter expert in CRM system enhancements and capability uplift
Risk, Compliance & Financial Management
- Ensure all CRM activity complies with brand standards, Responsible Wagering and regulatory requirements
- Execute campaigns within approved budgets and cost centre controls
- Ensure excluded customers are appropriately removed from all customer communications