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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

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.

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.

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.

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.

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.

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

• 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

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