About This Job
OVERVIEW:
We are seeking an experienced CRM Database Operations Manager to serve as the group's subject matter expert on CRM data and the delivery of automated campaigns. In this role, you will lead a team, focusing on the ambition to deliver high-quality CRM campaign data, automation, and segmentation across various customer tiers and life stages. You will collaborate with Data and Commercial teams to ensure segmentation and automation data flows are efficient, while constantly improving our technical setups to reach the Global CRM Department commercial goals.
A FLAVOR OF WHAT YOU’LL BE DOING:
- Design and implement automated solutions for complex customer journeys and recurring campaigns, ensuring that CRM teams effectively utilise our extensive data tools.
- Collaborate with commercial marketing teams to provide expert knowledge on the data segmentation capabilities within the Group, optimising the efficiency of CRM campaign execution to enhance targeted marketing strategies.
- Collect campaign plans from commercial stakeholders, assign tasks within the team, and ensure high-level data accuracy and timely delivery through quality assurance checks.
- Track CRM Database Operations workload, provide reports, find ways to improve efficiency and automate processes.
- Documentation of procedures to facilitate alignment and knowledge sharing of best practices across various tasks.
- Demonstrate strong problem-solving skills, particularly in complex segmentation and customer journey conceptualisation.
- Supervise the ETL tool server by proactively identifying and resolving any delivery and quality issues.
- Exhibit efficient task execution to manage a significant workload within the team.
- Maintain a comprehensive understanding of CRM processes to provide exemplary service to stakeholders.
- Ensure data quality by identifying and reporting data issues to the Data Product team for further investigation.
- Collaborate with Data, Product, and AI teams to drive CRM Database Operations to automated processes.
- Support Head of CRM Performance in finding opportunities to improve CRM Processes.
- Perform other duties as assigned, contributing to the overall success of the team.
REQUIREMENTS:
- Degree in Statistics/Math/Technology or equivalent work experience
- Proficient in SQL.
- Ability to lead, mentor, and motivate teams
- At least 2 years of experience with Knime or similar ETL marketing tools.
- Strong understanding of a campaign lifecycle, including data gathering, data manipulation, and campaign execution.
- Experience in the gaming industry, preferably in a people management role.
- Strong collaboration skills with cross-functional teams and external vendors.
- Ability to lead initiatives from kick-off through execution and evaluation of success
- Familiarity with GDPR and other regulatory market requirements.
- Experience with queue management software, such as Jira.