Live Operations Manager - Social Casino

Job Summary

As Customer Relationship Manager you will be responsible for understanding our customers and developing a comprehensive framework for engagement, retention, 
and monetization throughout the customer lifecycle.  The successful candidate will use a highly data-centric approach to understand customer behavior and 
to align the product, promotional activity and communications with the customer segmentation and customer lifecycle phase.

*This opportunity may be fully remote.  Can be globally anywhere.

• Lead the work to comprehensively segment the customer base to ensure customers receive relevant and highly engaging product experiences, promotional offers, and communications throughout the respective lifecycle phases.
• The development of programmatic campaigns to manage different customer segments throughout the distinct phases of the customer lifecycle.
• Management and optimization of our “owned” marketing channels, in particular email, push notifications, social media and SMS to ensure optimal delivery of relevant content to different customer segments.
• Create, execute, and manage CRM campaign events.
• Planning and execution of a quarterly marketing calendar to support promotional activities across the customer base.
• Development, implementation and continual optimization of a comprehensive VIP management program.
• Collaboration with members of the Marketing, Analytics, Producer and Art Teams to execute CRM initiatives.

• BS in Marketing/Communication/Advertising or equivalent experience
• 5+ years experience in a CRM role in the social casino or mobile gaming category.
• A passion for mobile games.
• A strong understanding of customer segmentation and lifecycle management practices with a proven track record of delivering improvements to key business metrics (engagement, retention, conversion, monetization).
• Deep experience with the best practices of owned marketing channels, in particular email, push notifications and SMS messaging.
• Knowledge of A/B test planning and analysis to optimize campaign performance.
• Experience with 3rd party CRM, mobile marketing, and analytics tools.
• Experience managing VIP customers an asset.
• Candidates must have excellent organizational skills, good oral and written communications skills, and a high level of interpersonal skills.
• Strong analytical, problem solving, and critical-thinking skills.
• Must be a self-motivated team player with the ability to work in a customer oriented, very fast-paced, and demanding environment.
• Ability to bring projects to completion with minimal supervision.
• Must be able to meet or exceed set project milestones and deadlines, which will entail extra work time as needed (work hours beyond a normal work week).