Amy-Lee Gemmell Email & Phone Number

Worldwide

Malta

• Responsible for setting strategy and the global CRM promotions calendar for Casino and Live Casino across multiple Betsson Group brands and markets.• Understanding of our Casino products and player base to be able to design the best player promotions within budgetary allowance and legal boundaries.• Work closely with the Head of Gaming who is the lead liaison point between our in-house game studio, and the third-party game suppliers and who will negotiate provided funded promotions… Show more • Responsible for setting strategy and the global CRM promotions calendar for Casino and Live Casino across multiple Betsson Group brands and markets.• Understanding of our Casino products and player base to be able to design the best player promotions within budgetary allowance and legal boundaries.• Work closely with the Head of Gaming who is the lead liaison point between our in-house game studio, and the third-party game suppliers and who will negotiate provided funded promotions for the group.• Lead a team of coordinators responsible for delivering flawless campaigns and customer experience across all CRM channels.• Collaborate with the CRM & VIP Analysts, Casino Managers in each of the markets, and the Central Gaming team on promotional mechanics to ensure effective use of budget.• Responsible for continuous reviewing and optimisation of global Casino promotions and performance.• Regular reporting to senior stakeholders and regional teams on the success of campaigns, demonstrating a deep understanding of what motivates customers.• Influencing CRM product roadmaps to ensure the team has the required tools and features to execute promotions.• Studying customer research and feedback to fully understand customer motivations to ensure customer plans are meeting the customer’s needs.• Ensure all activities are carried out on-brand and to a high standard, whilst maintaining Betsson Groups high standards for fairness and integrity. Show less

Malta

• Worked within the Global Promotions teams to establish appropriate writing styles per campaign type and product to be used across all CRM channels (including emails, SMS, OMS, web, and in-game rewards and tournaments etc.).• Had ownership of the department’s communication strategy.• Researched promotional user journeys and compliance rules to ensure the quality and accuracy of all content in each CRM channel and market.• Wrote compelling & actionable CRM content that employs a… Show more • Worked within the Global Promotions teams to establish appropriate writing styles per campaign type and product to be used across all CRM channels (including emails, SMS, OMS, web, and in-game rewards and tournaments etc.).• Had ownership of the department’s communication strategy.• Researched promotional user journeys and compliance rules to ensure the quality and accuracy of all content in each CRM channel and market.• Wrote compelling & actionable CRM content that employs a consistent clear tone for Betsson Group brands, adhering closely to existing style guides.• Leverage analytics to fine-tune subject lines, copy, CTAs, etc. to drive improved customer engagement.• Supported and drove A/B tests to optimise CRM promotions and service comms.• Helped the team deliver personalisation and dynamic content through thoughtful content blocks which could be populated with various data extensions.• Editing and rewriting copy written by other team members when needed.• Gave feedback on promotional pages before they go live to customers to ensure content is launched correctly and meet the highest quality standard and regulatory requirements. Show less

Malta

• Onboarding prospective Game Presenters teaching procedures and skills necessary for the role. • Providing feedback to trainees monitoring, reviewing their progress, and updating Team Managers with the results.• Driving newcomers to meet Floor & Operations Management KPI & OKR targets.• Managing projects, delegating tasks related to UDL, Inclusion, Diversity and Employee Experience in training.• Re-designing and maintaining training materials and handbooks• Using JIRA and… Show more • Onboarding prospective Game Presenters teaching procedures and skills necessary for the role. • Providing feedback to trainees monitoring, reviewing their progress, and updating Team Managers with the results.• Driving newcomers to meet Floor & Operations Management KPI & OKR targets.• Managing projects, delegating tasks related to UDL, Inclusion, Diversity and Employee Experience in training.• Re-designing and maintaining training materials and handbooks• Using JIRA and Confluence for administrative needs.• PEX Facilitation.• Managing Live Session & Re-Training Schedules. Show less

Malta

• Hosted Roulette & Blackjack in the Native English Team live on camera for Grosvenor Online Casino.• Interaction and engagement with players, providing them a rewarding experience and ensured fair play alongside high professional standards.• Participation in table promotions, internal and external media campaigns.

Maidstone

• Identifying and responding to customer needs, locating specific items for shoppers, and operating computerised tills to process sales whilst providing an exceedingly high level of customer service.• Handling customer queries patiently and efficiently, dealing with any complaints and ensured that the visual standards of the store met the company’s high standards

• Implemented and fostered all facets of sales and marketing strategies for competitive growth while monitoring customer profitability, using Excel to record all data.• Established and maintained relationships of mutual trust with team members, VIP players and cruise guests.• Acted as guest service liaison, handled guest enquiries, resolving situations to ensure smooth operations whilst championing excellent customer service.• Supported High Value Guests by arranging guest amenities… Show more • Implemented and fostered all facets of sales and marketing strategies for competitive growth while monitoring customer profitability, using Excel to record all data.• Established and maintained relationships of mutual trust with team members, VIP players and cruise guests.• Acted as guest service liaison, handled guest enquiries, resolving situations to ensure smooth operations whilst championing excellent customer service.• Supported High Value Guests by arranging guest amenities and reservations. Assisting with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.• Completed Audit checks at the end of each voyage to comply with company requirements. Show less

• Obtained one of the highest dealer rankings, often selected to deal to the most valued patrons and frequently chosen to deal in promotional tournaments and events.• Maintaining a secure table with accurate pay-outs while providing exemplary customer service to guests• Cooperating with Game Supervisors to monitor and address any irregularities in play or transactions adhering to gaming regulations according to rules and procedures

• Maintaining a secure table with accurate pay-outs while providing exemplary customer service to guests• Verifying fills and credits to the game and handling guest transactions for "buy-in" and "pay-offs."• Cooperating with Game Supervisors to monitor and address any irregularities in play or transactions adhering to gaming regulations according to rules and procedures.

Kent, England, United Kingdom

• Assisted manager with counting money/takings, banking shops weekly earnings. Emptying fruit machines as part of a collection team.• Completing audit forms and documents required for head office• Upkeep of shops appearance, general housekeeping and meeting customers’ needs and requests.• Ensuring all staff were compliant with the recommended Responsible Gaming training.

Film

Education record