The Opportunity
The Customer Retention Specialist is responsible for the planning and delivery of customer engagement and retention communications. The role supports the broader customer lifecycle and retention strategy through targeted campaigns, customer segmentation and disciplined management of customer communications and data.
Operating within a highly regulated environment, the role requires careful consideration of Responsible Wagering principles and AML/CTF obligations across all customer interactions, analysis and engagement activity.
Responsibilities include:
Customer Engagement & Retention
- Support the design and execution of segmented customer lifecycle strategies to drive retention and loyalty outcomes
- Continuously identify and implement opportunities to improve the relevance, personalisation, and effectiveness of customer communications
- Collaborate with key stakeholders to deliver aligned customer retention strategies and supporting processes
Campaign Delivery & Optimisation
- Plan and deliver targeted CRM campaigns aligned to key events and the racing and wagering calendar
- Develop engaging content across EDM, SMS, social, and other appropriate channels using effective segmentation
- Define success measures, evaluate performance, and drive ongoing optimisation, including campaign automation within Microsoft Dynamics
Technology & Data Governance
- Maintain CRM platforms to ensure data integrity, governance, and customer contactability standards are met
- Review and enhance customer management processes to improve automation, scalability, and effectiveness
- Act as a subject matter expert supporting CRM system enhancements and capability uplift.
Risk, Compliance & Financial Management
- Ensure all CRM activity complies with brand standards, Responsible Wagering obligations, and regulatory requirements
- Deliver CRM activity within approved budgets and cost‑centre controls
- Ensure excluded customers are accurately and consistently removed from all customer communications