Benjamin Lienert Email & Phone Number

2020-03 – 2020-08 Engagement Executive (BildBet)BetVictor, Gibraltar • CRM:• Discussions with Head of Retention about upcoming campaigns like promotions, action driven campaigns and announcements• Creation of messages, segments and campaigns• Creation of promotions campaigns with full customer journey in CMS• Focus on Ongoing-campaigns to increase retention rate with focus on reduced bonus costs• Coordinate CRM Plan and review campaigns• Created Training and coaching in CRM Tools.• Creation of T&C of promotions with consultation of complaince • Display (CMS):• Improving Customer Journey• Creation of individual banners for sport events and promotion• Creating components and setting up inplay for the German market • Updating and formatting the terms and conditions at the request of our lawyers• Blacklisting of not permitted markets• Miscellaneous:• Set up ZenDesk for the German Customer Support• Weekly reporting with focus business KPI’s• Working with internal Ticketsystem (Jira)(Special Projects: CRM Coordinator, CRM Training, rewriting E-Mail-HTML Code and creation of the BildBet Help Centre)2019-05 - 2020-02 Customer Service Representative (Special Projects: Social Media and Traffic)BetVictor, Gibraltar • Handling customer inquiries via Live Chat (ZenDesk), covering inquiries on game/betting rules, technical issues, bonus offers in a friendly, problem-solving manner for German & UK market and ROW.• Handling customer inquiries with payment issues: Deposits, Withdrawal and identifying possible frauds.• Improved page content, keyword relevancy and branding to achieve search engine optimization goals.• Created training and coaching for new hires• Analyzed competitor pages to locate backlink and keyword opportunities.• Discussed SEO needs and optimized strategies for short- and long-term campaigns.• Using Google Analytics and internal tools to analyze conversion rates across multiple digital channels.

Listed skills include Microsoft Office, Kundendienst, Microsoft Excel, Soziale Medien, and 4 others.