Director of Retention

Description

Position at LeoVegas Group

ABOUT THE ROLE

As the Director of Retention Operations, you will lead the strategic development of projects and automation within our Retention department. You will be instrumental in advancing key initiatives, ensuring they are delivered with innovation, efficiency, and clear alignment to both commercial goals and broader business strategy. Your leadership and deep expertise in retention marketing, project delivery, and automation will play a critical role in fostering a high-performance, forward-thinking team culture.

In this cross-functional role, you’ll ensure CRM automation strategies are seamlessly integrated with company-wide objectives. By harnessing data and insights, you will drive greater personalization and contribute to building a market-leading customer experience.

YOU WILL BE RESPONSIBLE FOR:

General

• Define and evolve the strategic direction for projects and automation within the retention function.
• Collaborate with senior leadership to align projects and automation initiatives with overall business objectives.
• Identify opportunities for innovation and improvement in retention processes and strategies.
• Drive the adoption of best practices and industry standards for project management and automation.
• Provide thought leadership and expertise in retention marketing, project management, and automation
• Contribute to the overall levelling-up of the wider team, seeking to solve problems and create a new high-performance culture.

Projects:

• Lead all assigned Projects across LeoVegas Group related to Retention initiatives and Roadmaps.
• Manage and level-up Projects-based Team covering quality initiatives, process/tools improvement and interdepartmental strategies.
• Lead all projects for Retention related to the execution of new Market/Brand launches.
• Lead any required market changes, collaborating with Project Managers/Compliance and relevant Retention Marketing hub.
• Assist development teams test all required areas in Test/Stage/Production environments.
• Create and maintain training guides, programmes, Video tutorials for existing CMS and any future CMS strategies. On-boarding and training delivery to CRM/Operations personnel as required.
• Management/Improvement + deployment of all Legal Documents and historical version management with Compliance and Legal teams.
• Assist on any ad-hoc project/improvements that cover the Retention Department.

Automations:

• Lead the strategic direction and development of always-on CRM lifecycles and triggers to enhance customer engagement.
• Drive improvements in the quantity and quality of CRM communications through automation strategies.
• Implement advanced automation techniques to improve the ambition and sophistication of CRM campaigns.
• Establish robust measurement frameworks to track the effectiveness and ROI of CRM automation initiatives.
• Foster a culture of optimization through continuous testing and refinement of automated CRM workflows.
• Develop and execute A/B testing strategies to identify and implement best practices in CRM automation.
• Analyze CRM data to identify opportunities for automation and personalization to improve customer experience.
• Collaborate with cross-functional teams to ensure alignment and integration of CRM automation with broader business objectives.
• Build and maintain a comprehensive testing and learning environment to support ongoing CRM optimization efforts.
• Implement and manage CRM automation tools and platforms to maximize efficiency and effectiveness.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

ESSENTIAL SKILLS

• Experience leading large operational teams
• Excellent attention to detail
• Strong people and team-build skills
• Experience in gambling or other highly-regulated experience
• Excellent communicator with the ability to communicate a vision
• Strong change management skills.

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.

BENEFITS

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

As our company working language is English, we’d like to see your CV in English, please