Charis M. Email & Phone Number

Greece

Athens, Attiki, Greece

Athens, Attiki, Greece

◾ Develop a comprehensive, data-driven CRM strategy for 13 markets, in collaboration with the local CRM teams taking into account local compliance, market conditions and competition ◾ Plan and develop local, personalized and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS and Social Media◾ Liaise with local CRM teams for fine-tuning the automated lifecycle journeys based on market insights, competition intelligence, best practices◾ Ensure that the campaign execution and delivery are completed as per plan and all the relevant stakeholders are aware of the volumes, performance and outcomes◾ Analyze historical revenue performance and forecast future program performance◾ Initiate and manage the development process of creatives -from brief to delivery- with a laser focus on customer experience◾ Regular reporting to senior stakeholders on the success of campaigns and primary KPIs◾ Recruit and manage a team of 2 CRM specialists, providing guidance, mentorship, and support ◾ Market Research and Competitor Analysis: Stay up-to-date with industry trends, competitor activities, and best practices in CRM for the gaming sector. Conduct market research to identify new opportunities for customer engagement and retention

Athens, Attiki, Greece

◾ Developed, tested, and implemented strategies that lead to the growth of the Gaming customer base and drive sales & traffic, leveraging CRM, Loyalty and Reward programs◾ Monitored the development of annual and seasonal plans that support the successful fulfillment of program and business goals ◾ Driven the analysis, reporting, and optimization tasks for applied vertical promotions ◾ Full ownership of all promotional agreements with external Gaming providers when it comes to benefits and surplus in bonus tokens that are funded by their side to be used for our promotional campaigns◾ Kept track of casino and live casino content on site, such as banners and promotion pages◾ Driven CRM Gaming strategy across domains for the increase of our database's engagement rate◾ Optimized CRM Performance in collaboration with the CRM teams in the design of a hyper-segmented campaign schedule to drive incremental revenue by optimizing conversion, early life, retention, reactivation, and x-sell.

Athens, Attiki, Greece

◾ Planned and executed various CRM campaigns, including promotions, automated workflows, and bonus initiatives, aimed at driving customer engagement and retention.◾ Demonstrated creativity and innovation in developing marketing ideas and activities ◾ Holistic approach by planning and delivering CRM activities across multiple markets, tailoring strategies to meet the unique needs and preferences of diverse customer segments.◾ Pivotal role in content management by ordering, briefing, and overseeing the overall production that aligns CRM strategies and campaign requirements, ensuring consistency and effectiveness.◾ Leveraged advanced programming techniques to initiate personalized and automated responses based on customer interactions, optimizing the customer journey and enhancing satisfaction.◾ Utilized customer data to collect and analyze valuable insights, supporting decision-making.

Athens

◾ VIP Customer Management: personalized assistance, resolved inquiries, and addressed concerns ◾ VIP Events and Experiences: planned and organized exclusive events for VIP customers◾ Customer Retention and Loyalty: Implemented strategies to enhance customer retention and loyalty among VIP customers. Proactively engaged with customers to understand their needs, preferences, and pain points, and tailor services and promotions to meet their expectations.◾ Gaming Promotions Planning: Developed and executed gaming promotional plan. Collaborated with internal teams to design enticing offers, bonuses, and rewards.◾ Promotional Campaign Execution: Coordinate and oversee the execution of promotional campaigns targeted towards VIP customers. This includes managing communication channels, ensuring the timely delivery of promotional materials, and tracking campaign performance.◾ Reporting and Performance Tracking

◾ Customer Support via phone, email, chat, and social media. ◾ Leadership and Mentoring: Provide guidance, support, and training to other customer service agents. Serve as a resource for junior team members, assisting them with complex issues, sharing best practices, and helping them develop their skills.◾ Issue Resolution: Investigate and troubleshoot customer complaints or problems. Document and track customer interactions and solutions in the appropriate systems.