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.
Responsibilities
- 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.
Qualifications Required
- 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).
*Please include a cover letter along with your resume when you apply. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. Team members may be requested to perform other job-related tasks and responsibilities other than those stated above.