Customer Engagement Manager

As a Customer Engagement Manager at bet365, you will develop and implement a free-to-play games strategy to drive customer acquisition, retention, and loyalty in the US market. This role involves using data, insights, and creativity to enhance customer loyalty through free-to-play offerings, collaborating across departments, and owning this channel to deploy games that increase customer retention and acquire new users.

Must Have

• Proven experience in CRM, product marketing, commercial or analytics roles
• Experience developing customer marketing programs with a strong focus on customer acquisition
• Ability to analyze data, distill complex data into clear recommendations and translate insights into actionable strategies
• Strong understanding of customer segmentation, value modelling and ROI-based decision making
• Passion for games (social, fantasy, casino, peer-to-peer) combined with a customer-centric mindset
• Experience managing small teams and collaborating across groups in a large organization
• Strong organizational skills and ability to work autonomously

Good to Have

• Technical fluency of platform integrations is beneficial

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionizing the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

As a Customer Engagement Manager, you will be responsible for developing a customer engagement strategy centered around free-to-play games to drive customer acquisition, retention and loyalty.

You will develop and implement a free-to-play games strategy using data, insights, creativity and commercial understanding to drive customer loyalty. Our free-to-play offering is a blank canvas waiting for you to leave your mark.

You will bring your creative thinking skills while balancing activating this strategy practically through proven CRM expertise, collaboration across various departments, and owning this channel for the US market. Your work in this role will be key to deploy a free-to-play game worthy of our customer’s loyalty to increase customer retention and drive acquisition of new users.

The salary range for this position is between $95,000 to $130,000 annually.

Qualifications

• Proven experience in CRM, product marketing, commercial or analytics roles.
• Experience developing customer marketing programs and exceptional customer journeys with a strong focus on customer acquisition.
• Ability to analyze data, distill complex data into clear recommendations and translate insights into actionable strategies.
• Strong understanding of customer segmentation, value modelling and ROI-based decision making.
• Passion for games such as social, fantasy, casino, peer-to-peer combined with a customer-centric mindset.
• Technical fluency of platform integrations is beneficial.
• Experience managing small teams and collaborating across groups in a large organization.
• Strong organizational skills and ability to work autonomously.

Additional Information

• Developing the overarching free-to-play strategy using data and insights.
• Advocating for and implementing a promotional plan.
• Analyzing performance, player behavior, and campaign results to inform the strategy.
• Working across teams, including product and development teams, to enhance free-to-play offering.
• Using commercial acumen to work with providers to negotiate for and enhance overall offering.
• Working with the larger CRM team to plan and execute cross-sell campaigns of those customers from free-to-play platform to sports betting and/or casino.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.