CRM Manager H/F

Job description

The Customer Engagement team

You're customer obsessed and can't base any decision without data? Come joining Betclic's Customer Engagement team! We have taken our obsession for our clients and injected it with new thinking and agile way to disrupt how we do CRM. For this transformative organization, we need a diverse team of CRM experts, project managers, product owners, data analysts and developers all dedicated to design, build and activate new way to engage our players. Beyond ideation and concepting, we need scrappy individuals who can dig into the how and thrive working in a dynamic environment to get things done.

The role

The Customer Journey team is a team of CRM experts focusing on building strong engagement at each stage of the player lifecycle. As a Customer Journey manager, you are responsible of a client portfolio, focusing on one part of the customer journey. From strategy to planning and activation, you drive end-to-end agile process to iterate innovative campaigns test by personalizing content and reward for the segment.

What will you be responsible for?

Define customer journey strategy and plan:

  • You are a customer onboarding expert, who know perfectly what your segment you’re in charge of needs, how they behave and what works best for them
  • You know how to leverage data to identify key client insights and understand new areas of opportunities to deeper engage your client portfolio
  • You set priorities and define client segment objectives & KPIs against objectives
  • You lead client journey mapping for key opportunities and define learning agenda to influence CRM programs testing

Tailor, activate and monitor CRM programs:

  • You define plans to tailor communications based on the segment needs and behaviors you’re responsible for. You handle all operations for all Betclic universes and markets
  • You’re responsible of activation and operationalization of each campaign / test. You own interaction points with team (e.g., content, studio, data…) and any other relevant stakeholders to get campaign / test out the door
  • You oversee overall campaign / test design. Sign off briefs initiated from your team and ensure process are respected to deliver operations with excellence.
  • You know how we can use all existing channels – in and out app - to maximize customer engagement and develop new way to improve messaging reach
  • You work closely with data team to design the test / control plan to ensure ability to get significant results and insights
  • You monitor client engagement and campaigns / test performance
  • You utilize learnings to optimize next iterations and share with stakeholders
  • You manage one person. You ensure that skills are continuously growing and regular career plan check in are done to drive this person to the next level

Job requirements

Who are you?

  • A true customer enthusiast and data driven marketer, with 6+ years related experience in CRM or digital marketing including background in lifecycle marketing, segmentation and client lifetime value
  • You have already managed people and you speak english fluently
  • You have hands-on experience with CRM / marketing automation (workflows, HTML…) – knowledges in mobile native app / launcher. Emarsys is a plus
  • You have a passion for process and structure – you love seeing a well-oiled machine operate.
  • Ability to work successfully under tight deadlines, manage multiple priorities, and shift priorities in a fast-changing environment
  • You’re intellectually curious with a contagious energy
  • Passion for sport and gaming preferred