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Malta

Saint Julian'S, Malta

Sliema, Malta

• Developing a comprehensive customer communication and lifecycle strategy for the assigned markets ( BENELUX, .COM, UK) and tailored to the brand/product/customer designed to achieve the business objective• Initiate the requirement and manage the development process of global creative that has a laser focus on the customer insight and delivers customer engagement and response• Lead on-going segmentation of the customer base in the market to identify insights and target customer segments with specific campaigns• Work closely with Product Marketing team to prioritise campaigns and offers from a customer perspective and ensure that communication strategy also best delivers their objectives and expectations• Develop and deliver local, personalised and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS, push notifications and Social Media.• Develop campaigns based on specific customer profile, behavioural or events and continually optimise through a test and learn approach• Work closely with the CX team and the data team to initiate research projects, both qualitative and quantitative, to uncover customer insight• Deploy the promotion budget profitably through robust planning, execution and analysis,• Analyse historical revenue performance and forecast future program performance.• Support triggered email program tests, including test setup, validation, and review• Ensure that the campaign execution and delivery is completed as per plan and all the relevant stakeholders are informed of the volumes, performance and outcomes• Monitor and champion adoption best practice in communication for the assigned market in the industry and wider consumer marketing• Do a comprehensive promotion/campaign analysis on a monthly basis and present to the key stakeholders

Malta

• Responsible for setting strategy and the CRM promotions calendar for Sports, across multiple Catena media brands and markets (DACH, UK, FR)• Being responsible for content strategy and targeting the right people at the right time• Building relevant audiences for use in CRM campaigns and journeys• Identifying relevant customer touchpoints and ensure relevant messaging.• Using data tools such as Google Analytics• Creating and optimisation of onboarding, activation and reactivation journeys.• Using CRM tools such as Salesforce Marketing Cloud (Exact target), GetResponse• Working independently and taking a proactive approach in evaluating performance strategy and growth opportunities• Plan, execute and manage A/B tests and other optimization.• Handling all reports required to ensure performance is monitored, improved and targets are reached.• Working on different CRM channels such as email, SMS, Social CRM and more• Working closely with all departments to ensure CRM works effectively for all aspects of the company. • Analysing and reporting on the delivery as well as post-campaign analysis, financial evaluation developing and strategizing the segmentation and circulation plan.• Keeping up to date with industry trends and brand updates

Malta

• Responsible for setting strategy and the CRM promotions calendar for Sportsbook, Casino and Live Casino across multiple BetPlanet brands and markets ( Emerging, Africa & Latam)• Work closely with Head of Sports, Casino and Planning to develop the Customer Retention, Activation, Reactivation Strategy and Programmes for all BetPlanet Retention activity.• Delivery of all reporting, analysis and insight management• Strategic planning & execution of all CRM, VIP and Loyalty campaigns to deliver against customer KPI’s • Responsible for the development of the CRM, VIP and Loyalty Programme; strategy, implementation, performance and optimisation• Ensuring the database is segmented effectively for targeted marketing activities.• Identify opportunities to drive incremental revenue from existing customers at key stages of their relationship with us• Manage customer segmentation and set KPI’s accordingly• Responsible for continuous reviewing and optimisation of Sports/Casino promotions and performance.• Identify opportunities to grow the database, invaluable customer segments• Full ownership of all email/SMS execution, planning and improvements• Develop personalised email/SMS, OMS strategy, in coordination with overall customer behaviour• Lead a team of coordinators responsible for delivering flawless campaigns and customer experience across all CRM channels. Guiding and making sure that tasks are prioritized correctly and ensure quality delivery within deadlines• Monitor and maximise customer lifetime value strategies ensuring maximum profitability• Working closely with all departments to ensure CRM works effectively for all aspects of the company. • Liaising with internal teams from Finance, Product, Country Managers, Design, Development to Customer Service.• Analysing and reporting on the delivery as well as post-campaign analysis, financial evaluation developing and strategizing the segmentation and circulation plan.

Malta

• Work with the in-house creative team in India to ensure emails are completed on time and to the brief.• Create, deploy, and monitor email marketing campaigns using the ZOHO (Previously Mail Chimp) platform ensuring all emails are completed on time.• Support the execution of CRM campaigns across all channels (Email, SMS and APP) – working closely with the product, marketing, digital and social channel owners to ensure we follow an aligned approach.• Ensure all emails have the relevant tracking requirements in place to ensure post-campaign reporting accuracy.• Promotional (Betting) copy writing skills. Ensuring the final copies are relevant to promo, approvals of emails are a seamless experience for all stakeholders.• Assist in the briefing process of Email/SMS campaigns, liaising with all internal stakeholders.• Assist with day to day maintenance and administrative tasks such as updating images, segmentation of data and campaigns• Produce and update copy for external and internal communications• Preparing the evaluation reports after campaigns are executed, sharing the reports with all the stakeholders.• Managing the execution of campaigns through our mobile app.• Highlighting potential improvements to any campaign management products and services.• Liaising with internal stakeholders in the business to ensure campaigns are executed.• Working with the CRM Executive to complete campaign analysis and feed findings into future Email/SMS campaigns• Training the CRM executives when necessary

Malta

Coordinating all CRM activity for the business such as E-mail, SMS, On-site and other activity streams as required.• Managing the promotional calendar, ensuring that all bonuses/rewards, promotions and campaigns are delivered.• Performing end-to-end monitoring and analysis of campaign execution & performance and provide relevant feedback.• Increasing the performance of email marketing in terms of Open Rate, Click Through Rate and ROI whilst reducing unsubscribe rates.• Tracking of all campaigns and reporting performance on a regular basis.• Performing regular A/B testing with the aim to develop rich and dynamic content, subject lines and promotional offers.• Monitoring customer experience across all channels and making suggestions for changes were required to ensure any corresponding processes/pages/content items/etc. are improved.• Being a "champion" of Marketing Automation and other relevant systems.

Malta

• Managing 4 teams of 37 agents who are Turkish, Portuguese, Brazilian, Swedish and Greek.• Setting goals and KPIs for the teams according to their territories and markets.• Improve customer service experience, create engaged customers and facilitate organic growth• Take ownership of customer issues and follow problems through to resolution.• Set a clear mission and deploy strategies focused on that mission.• Develop service procedures, policies and standards.• Keep accurate records and document customer service actions and discussions.• Analyze statistics and compile accurate reports.• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.• Keep ahead of industry’s developments and apply best practices to areas of improvement.• Control resources and utilize assets to achieve qualitative and quantitative targets.• Adhere to and manage the approved budget.• Maintain an orderly workflow according to priorities. • Setting SLAs and KPIs for each team• Testing the products with the product management team before launch/release.

Malta

• Helping to build good customer relations• Recruiting staff and doing appraisals• Arranging staff meetings• Training and development• Handling complaints and queries (from customers and staff)• Sorting security issues• Financial responsibilities• Arranging promotional events

• Hire staff with the aim of establishing a proactive team functioning with high standards• Forecast future workload and propose staffing plans to Head of Customer Service and Support Operations Manager• Coach and develop staff on their work for continuous improvement of individual results• Review the quality and efficiency of our staff and arrange regular personal development meetings• Schedule and coordinate my team along with other CS language teams when necessary• Report and analyse team performance on a daily, weekly and monthly basis• Plan and organise motivational activities• Ensure Compliance and Responsible Gaming procedures are adhered to by everyone• Responsible for Chat and Email service lines ensuring we adhere to pre-agreed opening times with Brand Teams• Effectively manage the team, ensuring effective use of the resource• Ensure all activities are carried out on-brand and to a high standard, whilst maintaining the company high standards for fairness and integrity• Ensure team members understand how to meet performance expectations and provide ongoing support• Develops short term improvement plans for individuals with clearly defined measures of success

Malta

• Nurture and support player via phone, e-mail, and live chat• Support and contribute to our CRM infrastructure• Participate in the planning of customer engagement initiatives• Seek resolutions to customers' queries and issues whilst actively striving to achieve a “one correct answer” across all channels• Monitor campaigns and promotions across all allocated customer touch points• Receive, handle, and translate customers' KYC documents

Professional Diploma, Digital Marketing

Bachelor'S Degree, Chemistry