Manager iGaming CRM Lifecycle Execution

Job Description

The Manager, of iGaming CRM Lifecycle Execution will set, manage and implement our player retention strategies and processes from planning and costing, to building campaigns coupled with CRM execution and revenue management leadership. They will work closely with promotion strategy team to segment databases, creating a truly personalized communication strategy across all channels for all lifecycle campaigns.

• CRM Lifecycle Execution Coordinators or Specialists

• Design, implement, maintain all player life cycles across all of Caesars iGaming brands.
• Owner of lifecycle performance & reporting.
• Responsible for ongoing A/B testing within life cycles and improving performance at each customer touch point.
• Responsible to ensure all data used for lifecycle campaigns within CRM platform is accurate and up to date.
• Responsible for lifecycle campaign deployments.
• Leverage all CRM systems and channels to take CRM for life cycles to the next level – identifying opportunities for revenue growth and problem areas for resolution.
• Work to key KPI’s which will help us deliver the business planned revenue budgets (player conversion, LTV’s, ARPU) for life cycles.
• Establish and prioritize short, medium, & long-term projects that align with the business broader vision, expansion goals, & revenue targets for life cycles.
• Identify key opportunities to enhance the player experience and improve retention rates and profitability for life cycles including cross sell opportunities.
• Develop strategy to cross sell players between our various brands and platforms based on lifecycle stages.
• Work with CZRs property loyalty marketing team in regarding to leverage property assets for player retention purposes (rooms, events and meal comps) for lifecycle campaigns.
• Regular and comprehensive competitive analysis reporting and recommendations for lifecycle campaigns.
• Ensure all lifecycle communications meet advertising, regulatory and legislative standards.
• Work closely with the Product team (Casino) to define new product enhancement that will result in higher retention and deposit conversion rates for life cycles.
• Keep up to date with current CRM trends, best practices and items of interest and share these with the rest of the management team.
• Ensure the achievement and reporting of KPIs for life cycles as established by the Business.
• Responsible for building and leading player segmentation strategies for life cycles.
• Working closely with Creative Studio to deliver exciting on brand content (both visual and copy) for life cycles.
• Work closely with Player Acquisition team to ensure that we are maximizing the ROI of newly acquired customers for life cycles.
• Influence business roadmap decisions with regards to player retention for life cycles.

• End-to-end CRM management and/or product management background.
• Possess 5 or more years of experience in a CRM/Player retention management role.
• Previous player retention budget management (P&L, bonus spend management, promotions management, KPI management & reporting).
• Demonstrate hands‑on approach to problem solving.
• Previous team management of employees in a CRM function.
• Previous experience using Optimove (native channels and key features such as priorities, exclusions, and the Stream Builder preferred).
• Establish and maintain effective relationships and partnerships with key stakeholders demonstrating a holistic business view.
• Demonstrate excellent organizational skills.
• Display strong interpersonal, communication, facilitation and presentation skills.
• Possess a university degree or proven equivalent experience.
• Possess previous professional experience in online sports betting, casino, or gambling.
• Working knowledge of digital marketing best practices including funnel optimization, UX.

• Must be able to sit for extended periods of time
• Must be able to type and talk on the phone for extended periods of time
• Regular attendance in the office

This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits.

This role may also be eligible for…