Gaming & CRM Coordinator
About the Role
As CRM and Gaming coordinator, your focus is to drive customer engagement, retention, and overall satisfaction through the implementation of strong campaign offerings and the use of all the tools available in your arsenal.
Your Key Responsibilities
- Execute all customer campaigns: Implement all customer campaigns by managing copywriting (when required) and configuring various communication channels, including email, SMS, WhatsApp, and web push notifications. Additionally, set up bonuses, races and raffles by campaign mechanics, ensuring meticulous quality assurance processes for each configuration. This includes conducting A/B testing to optimise performance.
- Reporting: Monitor KPIs related to gaming and customer engagement. Use data analytics tools to assess player behaviour and campaign effectiveness.
- Monitoring: Regularly analyse customer activity trends to pinpoint strengths and weaknesses within the customer experience. This includes addressing issues such as bonus abuse and implementing appropriate restrictions to mitigate such behaviour. Additionally, take necessary follow-up actions to enhance overall engagement.
- Compliance: Stay current with your market’s compliance rules and always do your best to comply.
- On-call: In addition to standard working hours, you may also work on a roster along with other Coordinators to provide on-call duty for any campaign incidents that may arise.
- Communication: Ensure all key stakeholders are well informed on all activities planned for customers and their reasoning. Data should be shared as part of all execution plans and updates.
- Documentation: Document all customer set-ups, training manuals and essential moments, such as a currency migration in your market, on Jira/Wiki.
- Identify gaps in current campaign tool capabilities where efficiency is lost and recommend improvements.
- Competitor Analysis: Compare casinos across devices, brands, and markets to ensure the best possible user experience
- Investigate Gameplay, including big wins, jackpot wins and losses.
What We’re Looking For
- Gaming experience is preferred but not necessary
- Team player
- Keen eye for details
- Good command of Microsoft Office
Challenge accepted?
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