CRM Executive - Gamification & Loyalty

We have lots of markets, brands and products. To drive growth in these effectively through campaigns we need to work a lot smarter. This means the use of always on campaigns, driven by relevant data and models, arbitrated by AI and created dynamically. As we continue on this journey, we need to drive value from our tools and ramp up the journeys and triggers to leverage experimentation and improvement at speed. You will be responsible for executing multi-channel customer communication and reward strategies as well as working with central and market stakeholders to ensure core and market specific objectives are met.

You will work in collaboration with Journey Managers to ideate, plan and deliver customer journeys, automations and triggers. The objective is to provide market and customer level relevance communications and incentives via always on channels, pilot and roll out initiatives across markets and develop and maintain a testing and optimisation plan.

What you will do

• Relentless focus on delivering new journeys and triggers at speed – taking a deliver, measure and adapt approach across all channels relevant to the customer
• Work closely Journey Managers to build and develop new AOM initiatives from detailed blueprints into streams, triggers and recurring campaigns
• Measure, learn and optimise triggers and journeys
• Seek inspiration across competitors and industries
• Develop a deep understanding of the tools and data that drives the execution of AOM initiatives
• Monitor delivery and performance daily to drive improvements, trouble shoot and spot opportunities
• Work collaboratively with the team to cross check logic and get creative input.
• Work with Journey to look for opportunities to AOM Campaigns better
• QA, build and launch AOM programs
• Be Optimove Experts and drive the use of new tools and models provided

Keeping FDJ United Compliant

• Be a compliance ambassador and Governance, Risk & Compliance (GRC) leader within the Group
• FDJ United has numerous licenses across the globe, and you are accountable for the specific compliance obligations, as detailed in the FDJ United Compliance Framework (KCF), in your direct charge.
• Ensure that you, and your team, adhere to the Governance Risk Compliance (GRC) obligations within your direct responsibility and control.
• As subject matter expert you are accountable for the compliance risk in your area and you will decide on mitigation/risk acceptance, up to a pre-agreed level, as defined in the FDJ United Compliance Framework (KCF)
• Growth mindset: This means speed to delivery and value. Fail and learn fast. Find new opportunities in the numbers, results, competitors
• Support the team: we need people who can and will jump into the breach where required to support their colleagues
• Pride in delivery: care bout when gets delivered in terms of quality, effectiveness and accuracy
• Measurement focussed: Wake up every day wanting to understand campaign, market and company performance
• Have ambition: we want to work hard, move fast, challenge convention and drive real, measurable growth
• Have fun: we want this to be a great place to work, with common purpose, mutual support and exciting opportunities.

Supporting FDJ United Culture

• Foster an inclusive culture in the team ensuring diverse perspectives are embraced and regularly review your employee data to ensure high levels of engagement
• Regularly review your processes and people decisions (Including Pay, Reward, Performance Reviews, Hybrid Working) to ensure they are equitable and inclusive
• Hire and develop your team with a focus on building diversity and the right blend of capabilities to achieve success and drive performance

Your experience

• Experience and a network within the online gambling industry is an advantage
• Experience working with cross-functional teams
• At least 2 years of experience driving excellent cross-channel customer experiences
• Experience working with different martech stacks
• Experience working with marketing tools (Optimove) would be a significant advantage
• Core skill set in analytics and actionable insight
• Drives for execution excellence