Rank Interactive, the digital arm of the Rank Group plc, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.
Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.
With offices in the UK, Gibraltar, Mauritius & South Africa and being part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.
Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.
Job Description
Reporting into the CRM Transformation Manager, the CRM Transformation Executive will be responsible for supporting the execution of CRM transformation initiatives across Grosvenor, Mecca Bingo, The VIC, Rialto, and Mecca Games. This pivotal role focuses on optimizing customer journeys, improving CRM workflows, and ensuring data quality to drive customer retention and revenue growth. By working closely with the CRM Transformation Manager, stakeholders, and the Mauritius team, the CRM Transformation Executive plays a key role in enhancing CRM processes, managing CRM tools, assist in implementing improvements aimed at having modern automated CRM tools and ensuring best practices are followed.
• Assess quality of the workflows and communication materials that we send to customers and report back to Transformation Lead with identified issues and proposed solutions.
• Become an expert with the main CRM tools we use, including Adobe Campaign, Power BI, Opti-X, Movable Ink, COGS and Taxi, assist other team members when they are working on difficult cases. Delver complex campaigns within the CRM plan
• Become an expert with players attributes and segmentation, help other team members to understand it better.
• Update the QA master document making sure it’s up to date and covers all the aspects including compliance, recent changes etc. Suggest and coordinate necessary updates and communicate it to the team.
• Help to document procedures, through standard brief forms and PowerPoint presentations.
• Assist the Transformation lead and Manager with the integration of new procedures, tools, and technology to increase process efficiency. Review, test and document new channels and development of existing CRM channels
• Assist in QA and testing on automation of the key journeys including onboarding, churn, reactivation, and real time personalized journeys for the retained base.
• Stay up to date with industry trends, best practices, and regulations related to CRM within the online gambling industry.
• Investigate, log and track incidents in a timely manner, ensuring the team are up to date with all on going issues across various tools used on CRM.
• Help execs to utilize tools for CRM, including Opti-X and Movable Ink as per plan.
• Support delivery of planned AB test initiatives
• Create actionable reports around player contactability across all different channels.
• Perform frequent Data Quality check across different systems, ensuring we’re connecting with the right audience.
• Become the main point of contact for CRM Brand executives in case of difficulties or problem encountered around campaign builds and logics.
• Attend and actively participate in regular meetings, both internal and external, to provide updates on CRM Transformation progress, share insights and collaborate with cross-functional teams.
Qualifications• Excellent knowledge of Adobe Campaign, Taxi, player attributes and Backoffice tools
• Positive attitude and adapts well to change.
• Proven experience in CRM, marketing, or a related field within the online gambling industry.
• Good commercial business understanding
• Inspires passion and excitement around shared goals, promoting environment of achievement.
• Ability to identify issues and areas of improvement when assessing BAU processes.
• Demonstrates determination and purpose to deliver and achieve the best results for the organization.
• Able to work with team members onboarding new starters and buddy new team members.
• Can explain players attributes and workflow logic.
• Basic technical HTML or SQL knowledge
• Excellent Excel skills
• Project management skills
• Positive attitude and keen to learn new skills as well as share it with other team members.
• Demonstrates sense of passion and pride about own work and quality of product produced by CRM department.
• High self-discipline with strong independent organizational skills and results orientated.
• Stringent attention to detail, ensuring all campaigns are delivered to the highest quality.
• Able to quickly and thoroughly learn new systems and processes.
• Ability to identify to build strong relationships with a range of stakeholders, and tailor communication to meet their needs.
• Ability to adapt to a fast-paced, dynamic work environment.
• Able to understand how to quantify the impact of issues and report it in detailed and accurate manner.
• Great team Player
• Proven interpersonal skills – able to develop good working relationships with people at all levels.
• Flexibility and availability to support the company’s CRM activities or address urgent issues during out-of-office hours.
Additional Information
You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.