Retention Manager – Online Poker – Isle of Man
Our client, a leading online poker operator, is looking for a Retention Manager to join their team, based on the Isle of Man. Reporting directly to the Head of CRM, this position will work alongside a team of talented CRM professionals while managing a team of CRM analysts and the VIP Program Manager.
The broad aim of the role is to ensure the retention strategy is in line with the overall CRM mission and company goals, while working on improving and maintaining the VIP program as a key aspect of our clients retention scheme.
Key Responsibilities
• The retention manager will contribute to policy discussions and development regarding retention strategy, will set standards and procedures for retention operations and analysis and be the key input for all player retention strategic and tactical discussions, on a global and regional level.
• Ensure that retention strategy is fully integrated with the company brand strategy and current marketing campaigns
• Maximise player retention through online and offline marketing channels
• Develop offers, communications and propositions based on an in-depth understanding of the player base, local market requirements and overall company marketing strategy
• Analyse customer database information to target specific audiences and customer segments – ensuring that players receive tailored and relevant retention offers
• Undertake rigorous pre and post initiative analysis to provide campaign ROI and CPA for future activity
• Manage the VIP program, through the VIP Program manager, ensuring smooth daily running, future development and feasible analysis and measurement.
• Manage a team of marketing analysts, who work on daily operations in CRM, including operation of surveys, cycles, credits, basic analysis and other junior tasks assigned to them.
• Assist the team to deliver the overall CRM strategy
Skills and Capabilities
• Ideally 3 years experience in online poker
• Focus of online customer retention
• Very strong analytical skills
• Good all-round direct marketing skills
• Good written and oral communication skills
• Strong numeracy and a good working knowledge of Excel
• A creative and innovative mind
• Ability to function as a self-starter with an emphasis on getting things done
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