CRM Managing CRM operational teams focusing on automating the customer lifecycle journeysCreating and analysing hyper segmented automated CRM offering Working closely with Head of Retention in order ensure delivery of Retention marketing plans Ensuring CRMs capacity to deliver on required speed and quality Creating and documenting all processes around CRM campaign creation Making sure the CRM operations support global expansion of the business Being a contact point for B2B partners and suppliersVIPDefining the VIP strategy and vision

Building a VIP operation from scratch to well established brands Creating VIP faced CRM and marketing plans focusing on automation and scalability Managing VIP Budgets for 12 brands Mentoring and coaching VIP Managers and CRM managersWorking as a part of management team defining platform developement plans from CRM /VIP perspective

-Defining the VIP strategy and vision

-Building a VIP operation from scratch to well established brands -Creating VIP faced CRM and marketing plans focusing on automation and scalability -Managing VIP Budgets for 12 brands -Mentoring and coaching VIP Managers-Working as a part of management team defining platform development plans from CRM /VIP perspective

• Building a VIP strategy for all brands at William Hill International • Manage local and global VIP and bonus budgets• Presenting results to Management and other teams• Build a marketing strategy to all Casino VIPs • Work together with Casino and Sportsbook teams when launching new products• Delivery VIP customer feedback across relevant departments • Planning and attending B2B and B2C events• Work together with acquisition teams in order to acquire new VIP customers

• Managing and coaching a team of 11 Account managers• Creating a full promotion schedule for Casino VIPs including global hospitality events • Managing the VIP budget• Building strong reporting around the main KPI together with the BI department • Working closely with Lead Account managers to build procedures to ensure a responsible gaming environment for the most valuable customers.• Working closely with all key stake holders in the company (casino team, affiliates, performance marketing etc)

Developing VIP strategy together with the Head of VIPIdentifying potential needs and circumstances with VIP customers.Take ownership of the VIP campaign planningIncrease revenue within the VIP regions via the delivery of tailored promotionsSetting up promotions and bonuses, based on individual needs.Identifying potential high rollersRunning daily reports for lapsed users, disabled accounts, customers dropped in value.Managing and developing the team of 10 Account managers.

* Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them.* Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements.* Handle customers’ day to day queries and complaints, including out of hours when necessary, in order to provide the VIP with personal and ‘competition beating’ service.* Initiate campaigns that will drive activity for High Value and VIP customers, ensure that they are generated in a timely manner, results monitored and reported* Monitor and coordinate campaigns, manage targets and budget* Monitor the customer base for new VIP customer potential* Work closely with the Country Managers to acquire new VIP customers, including managing and exploring the current customer base.* Ad hoc related duties