Customer Base Management Specialist
ΟΠΑΠ Α.Ε.
Athens, Attiki, Greece
πριν από 15 μέρες

Description

Customer Base Management Specialist will be reporting to the Head of Customer Base Management and his primary focus will be the formulation of the Value management strategy (i.

e. Base Management & Retention) for Online Sportsbook & Play Games. Central to this role is to ensure that CRM strategy grows customer value, progresses towards automated communications driven from customer data & meets regulatory framework requirements.

Key Duties & Responsibilities include :

  • Works closely with cross functional teams to design & develop a robust CRM plan that will maximize business benefits while delivering an unmatched customer experience
  • Drives the implementation of Sportsbook & Play Games CRM Strategy capturing all customer stages such as Onboarding, Welcome, Conversion, Retention, Cross Sell, Upsell and Reactivation
  • Leads the execution & optimization of all targeted 1-2-1 campaigns through OPAP Campaign management tool utilizing all capabilities & reassuring the optimum channel mix (i.
  • e. Email / Outbound call / Viber / SMS)

  • Closely monitors campaigns to constantly improve their efficiency (i.e. Target right customers, Timing of communication, Reminders, Contact policy etc.)
  • Ensures that each campaign complies with the key CRM principles of Statistical checks for control groups (& confidence levels), while zeroing any customers’ complains / inbound traffic in Contact Center
  • Leverages the knowledge base maintained by Customer Analytics & Insights team (i.e. customer characteristics, attitudes & behaviors) and adjusts CRM strategy to drive customers’ loyalty & GGR development
  • Leads strategic CRM projects, such as the enhancements of a Campaign management tool & implementation of a CRM platform that is essential for the formulation & optimization of customer engagement
  • Develops & delivers plans to ensure optimal budget spend & positive ROI on all campaigns
  • Monitors local & global CRM trends in regards to capabilities, channels that could be implemented in OPAP ecosystem
  • Reports on a regular basis to senior stakeholders on success of campaigns, demonstrating a deep understanding of what motivates players
  • Requirements

  • BSc in Business Administration, Marketing, Statistics or other relevant field. Master's Degree will be prefered
  • 3+ years’ of working experience in a CRM team within a fast paced organization
  • Sportsbook CRM experience will be strongly preferred
  • Great ability to integrate & build strong working relationships with across functional teams (Product, IT, Operations, etc)
  • Ability to understand the implementation of sophisticated customer segmentation & experience on using campaign & business performance data
  • Demonstrated ability to think strategically; turn consumer behavior data into effective CRM strategies & campaigns
  • Ability to think and act with accuracy in a fast paced environment
  • Excellent attention to detail
  • Ability to set priorities in order to meet strict deadlines
  • Proficient user of MS Office (Word, Excel, PowerPoint)
  • Knowledge on magic quadrant CRM tools will be considered as an asset (i.e. Siebel CRM, Unica, Responsys)
  • Excellent communication skills both in Greek and English languages (oral and written)
  • Fulfilled military service obligation (for male candidates)
  • Benefits

    The company offers excellent career opportunities and a competitive compensation package, based on the qualifications of the candidate

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