Responsible for CRM, VIP and Sales team commercial strategy.RoleThe major challenge of my role is to develop and implement the company’s holistic Retention strategy for CRM, VIP & Sales teams, including customer lifecycle program and automated journeys. Crucial among my responsibilities is to build and maintain effective marketing tools and an operational framework for increasing LTV whilst optimizing budget spending and reduce Churn for all customer segments and all verticals. Leading a team of 13 productive people, with 5 senior managers directly reporting to me.My motto is “the right offer to the right player at the right time throughout the right channel”Key Responsibilities1. Building a holistic Retention strategy across sports and gaming products leading the Retention teams (CRM and VIP) to optimize Key Performance Indicators including customer lifetime value, retention/churn ratio and average revenue per player2. Teams’ performance measuring, evaluating, and reporting3. Managing and controlling all budgets and performances related to CRM and VIP activities4. Developing and tracking Bonus Budget to effectively increase customer loyalty in all segments in alignment with Company’s budgets and targets5. The creation and implementation of an optimized daily/weekly/monthly campaigns’ program and automated journeys (retention and reactivation)6. Tailoring content and channel of communication to different customer segments 7. Developing Marketing projects in the AI, communication, gamification, systems integrations and Digital Marketing area, leading the implementation of them dealing with internal and external stakeholders

-Supporting the Retention team on CRM and VIP side with building the strategy, monitoring the execution of the action plans- Supporting the CRM and VIP teams setting up CRM promotions according to KPIs and budget, customer journeys, VIP management-Leading marketing projects for tools implementations, gamification projects and systems’ automations initiatives

Brief Job Description-analysing VIPs’ betting behavior and models to early VIP players’-Setting up the relevant framework for the VIP management team in terms of automated reports, dashboards, and real time event detection on player behaviors.

-Managing a portfolio of Italian VIP Sport and Casino VIP players.-Ensuring a strong and profitable VIP Program and Loyalty system for Italian VIP players.