• Support the Senior Technical CRM Manager with technical and strategic management of all CRM tooling, implementation, and governance
• Responsible for creating all technical roadmaps, low levels requirement plans and bespoke statement of works
• Representative for weekly technical summary calls where progress, roadblocks and summary of work are clearly articulated across the wider stakeholder group
• Responsible for briefing agencies on requirements, expectations and achieving pre-agreed deadlines
• Provide training and workshops on how to use our CRM tooling, particularly with new starters, and create how-to guides to support this
• Management of all day to day requests from the wider CRM team, actively managing/updating request tracker, prioritising where needed and ensuring all stakeholders are constantly aligned with changes/recommendations
• Ensuring all new tooling and processes have fulfilled the correct level of approval across the business (i.e. Legal, Marketing, Commercial, Compliance and Product)
• Support on any RFP processes, confidently producing comparison frameworks, providing initial recommendations, and actioning next steps
• Optimise the CRM platform structure to ensure it works seamlessly across all channels and customer lifecycle stages
• Develop an in-depth knowledge of marketing tools and technologies to troubleshoot and resolve issues that arise
• Continually look at ways to develop and streamline operational processes within the team so that they are more efficient

Skills: CRM Tooling Management, Technical Roadmap Creation, Stakeholder Communication, Agency Briefing, CRM Training Provision, Request Management, Compliance and Approval Coordination, Operational Process Optimization

• Responsible for improving player retention and increasing player lifetime value
• Perform a deep-dive into existing tools and KPIs, and then recommend CRM roadmap/strategy/KPIs to management
• Use existing analytics tools and reporting platforms to develop a detailed understanding of player behaviour and key player metrics including lifetime value, player retention and player demographics.
• Proactively investigate any aspect of player behaviour across the platform which could provide insights into player engagement
• Work with the Director of Product to identify features of the platform which can drive retention and increase the lifetime value
• Responsible for all player communication - both lifecycle and ad-hoc, devise player communications strategy and write player-facing messaging which is persuasive, engaging and drives user action
• Use existing CRM tools to create player segments and deliver player communications including emails, desktop notifications, pop up messaging, push notifications, etc.
• Exceedingly data-driven - focused on delivery to overall KPIs while ensuring timely feature/campaign reporting and suggesting iterative improvements
• Sync with multiple internal stakeholders and own the process for implementing effective end-to-end CRM campaigns across multiple teams
• Identifying new innovative opportunities and industry-leading CRM strategies

Skills: Player Retention Improvement, CRM Strategy Development, Player Behavior Analysis, Proactive Engagement Investigation, Communication Strategy Design, Segmentation and Messaging, Data-Driven Reporting, Cross-Functional Campaign Management

• Own lead nurture via email and SMS across existing campaigns and new ones will create
• Work with product marketing, product, and sales teams to develop the most effective way to nurture leads 
• Develop and deploy lead nurture campaigns in email platform, Iterable, for different customer segments and services
• Lead analysis of email campaigns to understand the reasons behind email performance make recommendations to optimize 
• Share out performance and learnings of email campaigns with stakeholder teams to inform the rest of the customer experience
• Work closely with third-party providers to ensure utilising capabilities fully and effectively
• Work alongside the Senior Technical CRM Manager and CRM Technical Executive to grow and test channel capabilities
• Work with the Product and Data teams to ensure that fully aligned with roadmap, feature releases and planning
• Collaborate with the Senior Technical CRM Manager in refining channel opt ins and marketing permission flows across the group to ensure a smoother customer experience and optimal channel reach
• Support the Senior Technical CRM manager to establish the best tooling mix for each brand/vertical that will allow for system stability, scalability and localisation 

Skills: Lead Nurture Management, Cross-Functional Collaboration, Campaign Development, Email Performance Analysis, Stakeholder Communication, Third-Party Provider Management, Channel Capability Enhancement, System Tooling Strategy

• Lead planning, creation and optimisation of all BAU CRM campaigns in conjunction with the sporting calendar and product launches
• Work closely with the CRM Manager to build a strategy that helps impact the KPIs set out by the business
• Lead weekly and monthly campaign reporting and commercial analysis, confidently dissecting the data, providing recommendations and key takeaways
• Oversee the copy for sport and casino campaigns, keeping within the 'tone of voice' and branding guidelines
• Oversee campaign execution, ensuring it is of high quality, customer centric, innovative and relevant
• Enforce a robust QA process for all campaigns
• Work closely with the rest of the CRM team to continually develop and optimise campaigns and journeys, applying a 'test and learn' methodology
• Work in conjunction with the Insights team to deep dive into behaviour versus value, which will help to define targeting and segmentation
• Work with the Promotions team to conduct competitor analysis on local sportsbooks' communications and promotions, sharing ideas which may wish to explore

Skills: CRM Campaign Planning, Strategy Development, Campaign Reporting, Brand Compliance Oversight, Campaign Quality Assurance, Continuous Campaign Optimization, Behavioral Analysis, Competitive Analysis

• Help with strategy to create an engaging cross sell experience that is mirrored and tracked across all touchpoints and channels
• Work with the team to help drive customer base to wager on different product verticals to drive share of wallet through multi-product CRM campaigns
• Manage workload and relationships with core stakeholders (i.e. Marketing, Legal & Compliance, Copywriting and Design)
• Establish and develop best working practices and processes with account managers, customer support and risk teams
• Execute a weekly and monthly testing strategy to ensure all campaigns are fluid, make sense and are supported by the wider business functions
• Help with recruitment as the team continues to grow
• Work closely with all operational teams (i.e. Customer Services and Sport Operations), answering quickly and professionally all escalated support queries
• Maintain a strong team ethic and help and support colleagues 
• Grow a dynamic and personalised Sports and Casino offering that is seen as a market leader for being trustworthy, fair and always relevant

Skills: Cross-Sell Strategy Development, Multi-Product CRM Campaign Management, Stakeholder Relationship Management, Best Practices Establishment, Testing Strategy Execution, Recruitment Support, Operational Team Collaboration, Dynamic Offering Growth

• Directly manage and mentor a small team of cross-functional consultants to deliver outstanding CRM solutions for client
• Attend client meetings and pitches to drive client retention and win new business
• Proactively nurture client relationships, representing Wunderman Thompson as a thought-leader in CRM
• Audit client CRM programs including operations, platform, processes, data, org structure, channels, and tactical execution
• Define key areas of improvement and provide detailed reports on opportunities
• Perform customer journey mapping, analyzing touch points with client’s organizations and maximizing commercial opportunities, and improving customer experience
• Create CRM solutions to drive maximum ROI for clients
• Liaise with technical teams (developers, architects, etc.) to translate business requirements into technical specifications
• Drive enhancements in personalization to improve customer experiences for client’s customers
• Plan and deliver CRM strategies across client-base driving customer retention and customer loyalty
• Work with client and internal teams to define client segmentation, continuously optimizing and improving targeting
• Develop testing strategies to drive growth for clients

Skills: Team Management, Client Relationship Management, CRM Program Auditing, Customer Journey Mapping, CRM Solution Development, Technical Specification Design, CRM Strategy Planning, Testing Strategy Development

• Managing and developing the voice of food spring through CRM.
• Creating and executing a best-in-class cross-channel communication strategy
• Deliver a value-driven and individualized experience to customers.
• Make the best fitness nutrition decisions
• Develop a best-in-class customer engagement strategy for all CRM cross-channel lifecycles from lead generation to acquisition and retention
• Responsible for improving customer lifetime value, and reducing customer churn
• Work closely with the Head of Customer Experience to translate global customer experience strategy into CRM roadmap
• Develop and own an innovative & industry-challenging CRM roadmap.
• Driving cross-functional teamwork to ensure the delivery and performance of key CRM initiatives.
• Work closely with product, marketing, and customer service to ensure synchronization and end-to-end development of the customer engagement experience.
• Drive the implementation and maintenance of a first-class customer engagement CRM stack.
• Ensure that getting the most out of data and the best technical setup to both analyze and execute it
• Manage and coach a team of four CRM specialists and ensure that continuously being trained and challenged so can reach highest potential

Skills: CRM Strategy Development, Cross-Channel Communication, Customer Experience Enhancement, Customer Value Management, CRM Roadmap Design, Cross-Functional Team Leadership, CRM System Implementation, Team Management and Development

• Working across a range of clients in varying capacities
• Client account management, stakeholder management, CRM strategy, CRM and Automation process creation, and project management amongst other tasks.
• High organized and structured, have strong commercial acumen, be an excellent communicator, and thrive in a fast-paced environment.
• Vary from consulting upon tactical campaign elements right the way through to C-level strategic conversations
• Comfortable at both ends of the spectrum, and not afraid to roll up sleeves.
• Worked on marketing automation tools like WebEngage/ MoEngage / Clevertap / LeadSquared / Netcore Smartech
• Set up automated journeys on these platforms for new customer acquisition and funnel conversion across various communication mediums e.g. WhatsApp, SMS, IVR, Custom Audience (Paid Media), Email/ Chatbot
• End-to-end responsibility for campaign management. 
• Scale business volumes at controlled CAC by continuous monitoring and optimization
• Collaborate with AI, tech, and sales teams to leverage learnings and optimize CRM in order to maximize conversions

Skills: Client Account Management, Stakeholder Engagement, CRM Strategy Development, Marketing Automation, Campaign Management, Cross-Functional Collaboration, Performance Monitoring, Tactical Consulting

• Lead on the preparation of the tender and selection, through a transparent process, of a suitable CRM Partner/software firm to deliver a new CRM.
• Implement the CRM project on time and to budget by translating the Association’s requirements into a workable solution.
• Identify, in support of the Association’s membership strategies with particular regard to the CRM System’s use, functionality and development, propose and take forward, where agreed, new ways of using the CRM to improve the efficiency and effectiveness of the service provided by staff to the Association’s membership.
• Document the CRM Project implementation, its procedures, and processes to aid in disaster recovery or succession planning.
• Act as the primary contact for all internal project-related information requests, and where required, provide the liaison with the chosen supplier.
• Provide/source appropriate training to the Association’s staff on the use of the CRM system.
• Keep up to date with developments and changes in CRM technology and advise the Association accordingly.
• Ensure that at all times the requirements of The Data Protection Act 1998 are met and that member data and other confidential material used and stored electronically is encrypted, where appropriate, kept in a secure manner, and accessible only to those with the appropriate permission.
• Work with other service providers and suppliers 
• Work closely with the ICT Service Delivery Manager and Web & Technical Support officer or externally contracted specialists ensure effective integration with other software and data
• Work as part of the wider Business and Commercial team, attending meetings and events 
• Undertake additional duties as requested by the Director of Support Services or CEO

Skills: CRM System Implementation, Tender Process Leadership, Membership Strategy Enhancement, Project Documentation, Stakeholder Communication, Staff Training Coordination, CRM Technology Updates, Data Security Compliance

• Collaborate with internal and external stakeholders to understand provider operations and direct marketing business objectives and system requirements and develop CRM implementation plan to meet these needs
• Develop tools to assess campaign and program performance through ongoing measurement and insights, leveraging trend reports, historical benchmarks, test results, dashboards, and performance forecasts as examples of inputs and outputs.
• Be a thought leader for innovative use of testing, technology, data, and insights to guide marketing strategy, campaign efficiency, and effectiveness.
• Translate these ideas into action through organization, orchestration, and collaboration with the right team and tools to make it happen.
• Collaborate with internal data teams and external vendors to assert control of data and reporting related processes
• Identifying issues and opportunities where appropriate, and maintaining continued progress in these areas.
• Formulate actionable insights and recommendations, and effectively communicate verbally and in slide form.
• Develop potential audiences, segments & predictive models in collaboration with data scientists.
• Establish the data-driven rules of engagement for marketing, how often should contact clients, and why.
• Understand the role of channels in the context of the customer journey and be passionate about connecting the right audiences with the right channels and experiences
• Manage post-campaign analytics and reporting back to key business stakeholders and leading the ongoing campaign optimization

Skills: Stakeholder Collaboration, CRM Implementation Planning, Campaign Performance Analysis, Marketing Strategy Innovation, Data Management, Insight Development, Audience Segmentation, Post-Campaign Analysis

• Knowledge of CRM or marketing databases (preferably Salesforce.com)
• Be able to propose creative, practical, differentiated, and innovative solutions
• Communicate effectively with leadership team - build connections and develop relationships
• Be able to customize messages to make them relevant to the client
• Adapt to change quickly with an eagerness to try and learn new things
• Proven ability to build effective working relationships with multiple teams across business areas, functions and geographies and manage competing priorities simultaneously
• Ability to analyze data and problem-solve with high commitment to quality client service
• Attentive to detail, accuracy, and quality of data, committed to excellence
• Strong data research and time management skills
• Experience with Microsoft Office Suite (especially Excel) at an upper intermediate to advanced level
• Data Visualization Tools experience - (Power BI - Qlik View) and Project Management 
• Fluency in spoken and written business English

Qualifications: BA in Digital Media with 4 years of Experience

• Proven CRM experience, ideally in a sports betting and/or gaming environment
• Experience using a CRM platform
• Highly customer-centric with a good understanding of CRM strategies and practices
• Strong knowledge of sports (local and international) and casino products
• Knowledge and interest in online gaming products and the online Sportsbook and Gaming in the market
• Extremely organised with a passion to drive optimisation through quantitative and qualitative insight
• Experience using different marketing channels (i.e. email, SMS and push notifications)
• Enthusiastic and naturally inquisitive
• Excellent with time management and ability to multitask
• Proficient using Microsoft Office (particularly Excel)
• Good HTML/CSS knowledge (ability to edit existing code)

Qualifications: BA in Psychology with 5 years of Experience

• Experience in CRM in a Marketing or startup environment
• Skilled in customer segmentation, messaging, and CRM best practices
• Strong attention to detail and communications skills with an execution mindset
• Excellent organisational and problem-solving skills
• Good business acumen and ability to see the big picture and dive deep
• Prior working experience in an ASEAN market (working or educational)
• Prior experience in technology or financial service industries
• Self-starter that can take the initiative
• Ability to build strong working relationships
• Confident in communicating and presenting with core stakeholders across the business
• Have an interest in the marketing technology (martech) space

Qualifications: BA in Information Systems with 2 years of Experience

• Data-driven, analytical mindset with the ability to translate complex concepts into clear and actionable plans, understood by the broader marketing team.
• Experience building CRM strategy including first party data acquisition and content marketing plans that build lifetime value
• Results driven & oriented, with ability to develop and execute timely measurement plans.
• Strong leadership skills, able to manage cross-functional team members towards achieving goals and stay on track.
• Self-starter, capable of working in a fast-paced corporate environment without full guidance.
• Solid communication skills, capable of raising consensus at all levels: peers, executives, team members.
• Experience in implementing and operating with Salesforce in a mature sales environment.
• Proactive attitude and committed interest in the team's objectives
• Excellent presentation skills and the ability to demonstrate high levels of credibility to various levels of stakeholders, who are both technical and non-technical.
• Ability to liaise between technical and non-technical stakeholders with a consultative approach where there may be conflict.

Qualifications: BA in Advertising with 10 years of Experience

• Experience in the digital gaming/betting industry, ideally in sports betting
• Experience creating always-on player lifecycles with a focus on player segmentation and churn modelling
• Be an ambitious, intelligent, autonomous team player
• Experience working with brand guidelines and tone-of-voice direction
• Familiar with direct data access and analysis
• Deep understanding of industry metrics such as LTV, ARPU, retention, deposit frequency, net deposits, DAU/MAU, etc.
• A genuine curiosity about player analytics and player behaviour in real money gaming
• Business level proficiency in verbal and written English
• A proven record of writing high-quality player-facing communications
• Experience creating reports and insights on marketing campaigns

Qualifications: BA in Public Relations with 6 years of Experience

• Significant CRM/data-driven marketing experience
• Solid experience in working with data and leveraging the power of data to drive engagement and sales
• Proven CRM experience working on high profile consumer brand
• Experience in budget and agency management
• Line management experience and customer orientation
• Highly organized - able to handle a large workload and progress multiple meaningful projects simultaneously thanks to skill and work ethic
• Strong communicator with the ability to influence and persuade upwards and outwards, comfortable briefing Creatives, Analysts, Engineers, Legal and Senior Management
• Strong analytical and quantitative skills with a consistent track record in data-based decision making, and comfortable with financial and operational analysis
• Comfortable analyzing large data sets with excellent Excel skills (SQL)
• Hands on experience manipulating HTML for email templates

Qualifications: BA in Communications with 4 years of Experience

• Familiar with and passionate about using agile / product methodology.
• Have predominantly worked within B2C.
• Fluent in CRM / Retention concepts and have significant experience in succeeding, failing, and learning from implementing them.
• Thrive on complexity and have an eye for the devil in the detail.
• SQL Writer/Server/Developer experience
• Basic knowledge of healthcare finance, accounting, and operations.
• Knowledge of Patient Accounting applications.
• Excellent analytical skills to assemble data that is responsive to the user’s needs.
• Ability to present complex information, using graphic representations.
• Excellent organizational skills to assist in completing special projects and documenting work.
• Specialty and/or Infusion Pharmacy Data Experience (Dispensing, Billing, Collections, Cash, Workflow, etc.)

Qualifications: BA in Business Administration with 7 years of Experience

• Familiar with and passionate about using agile / product methodology.
• Have predominantly worked within B2C.
• Fluent in CRM / Retention concepts and have significant experience in succeeding, failing, and learning from implementing them.
• Have an eye for the devil in the details.
• Highly analytical and have a data-driven work approach but also know when to draw the line and rely on instincts and experience to make decisions.
• Fluent in English and passionate about communication
• Must be relatable and be able to partner with those teams and individuals
• Analytical thinker with strong skills in customer segmentation using SQL or Excel
• Experience with advanced CRM tools, ideally Salesforce Marketing Cloud
• Able to use data effectively to help shape broad concepts into detailed actions

Qualifications: BA in Marketing with 5 years of Experience

• Experience in the CRM world, including designing, planning, and running CRM, loyalty, retention, and customer lifecycle programs.
• A proven track record of working at well-funded, hyper-growth internet companies in APAC
• Sound technical knowledge of at least one customer engagement and automation platforms such as Braze or MoEngage
• Excellent knowledge of analytical tools & languages such as Excel, SQL
• Good understanding of app event and data structure with experiences in driving product development and implementation
• Familiar with the execution of eDM, push notifications, in-app message, and SMS
• Experience with other online marketing channels 
• Leadership experience and a passion for leading a team
• Excellent analytical skills and the ability to craft actionable insights from complex data
• Ability to work in an environment that is fast-paced and constantly changing

Qualifications: BA in Management with 7 years of Experience

• Experience in CRM support / administration roles
• Work in Pharma industry with Veeva experience 
• Technical skills: MS Office (deep knowledge of Excel/PowerPoint)
• Experience in work with BI related tools (e.g. PowerBI/QlikSense/Qlikview)
• Polish & English – professional working proficiency
• Analytical & strategic thinking, accuracy, detail-orientation
• Precision, reliability and proactivity to resolve issues, results-oriented
• Good interpersonal skills with ability to interact with individuals from a variety of departments
• Excellent self-management skills including planning, prioritization, objective setting
• Ability to work in complex environment with agile project planning approaches
• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment.

Qualifications: BA in Customer Service Management with 5 years of Experience