• Managing all customers’ demands from all 7 inboxes
• Answering to customers inquiries via email, chats, and social media.
• Excellent knowledge of product, fabrics, and brand policies.
• Resolve any potential order issues or concerns
• Be comfortable managing 3rd party apps to track order down
• Ensure all orders are properly processed by fulfillment/shipping team promptly and flag existing or potential delays to management team
• Overseeing customer returns/exchanges, refunds
• Create a better system to track exchanges and returns
• Participate in the upkeep and improvement of customer service team and
• Setting up 3rd party systems that will enhance customer experience. 
• Communicate with the team upsell/cross sell strategies these new systems offer us

Skills: Inbox Management, Customer Communication, Product Knowledge, Order Issue Resolution, Third-Party Tools, Order Processing, Return/Exchange Management, Upsell/Cross-Sell Strategy

• Optimize sales and retention performance across relevant channels, assuming overall responsibility for relevant routes to market.
• Provide Line Management for 1 Direct Report ensuring the team performs to a high standard
• Ensure D&G best practice is rolled out
• Monitor performance vs budget, cancellation rates and work with contact center operations to maximize both primary and secondary sales.
• Work with Commercial Planning and MI teams to ensure that we have the relevant reporting in place to effectively monitor performance.
• Agree with action plans to drive performance
• Work with key stakeholders to understand any relevant industry best practices, identifying additional activity that could be duplicated within D&G.
• Support the team to identify performance variances vs budget.

Skills: Sales Optimization, Customer Retention, Team Leadership, Process Improvement, Performance Monitoring, Budget Management, Stakeholder Collaboration, Strategic Planning

• Optimize LTV across all audiences  
• Build and manage lifecycle marketing communication strategy
• Drive all direct to consumer campaign execution and segmentation strategy across email, sms, paid social, and customer experience
• Deploy scalable A/B testing to extract maximum ROI from marketing communications.
• Analyze data to create a personalized contact strategy segmented by both individual and cohort behavior
• Deep understanding of 1-to-1 digital marketing platforms
• Develop and maintain customer health dashboards and reporting for the company
• Manage full-cycle CRM promotions including planning, budget, and risk management, through execution and post-promotion analysis
• Devise and implement the company's CRM strategy
• Accurately segment the customer database and develop appropriate messaging for each consumer based on behavior, spend, geography, etc

Skills: LTV Optimization, Lifecycle Strategy, Campaign Management, A/B Testing, Data Segmentation, Digital Marketing, Customer Reporting, CRM Management

• Ensure there is a deep understanding of who the clients customers are, why and when they shop, how they interact with the brand and what their lifetime value is, and utilize this knowledge to identify any trends and opportunities
• Own, develop, and implement roadmaps based on customer requirements, driving sales and increasing retention
• Work collaboratively across the business to drive improvements in optimizing the user experience, using insight, analytics, customer feedback, and test results
• Preparing reports and analyzing the data of key customer journey areas to assess the performance
• Setting targets for a customer service department in line with business targets/goals and ensuring these are met/exceeded
• Undertaking competitor analysis and reacting appropriately to socio-demographic trends
• Optimizing experiences for e-commerce metrics like sales conversion and account sign-ups
• Increase engagement by improving customer communications across Email, Facebook fan page, push notifications, in-app messaging
• Set up lifecycle communications plans
• Accurately report campaign ROI
• Develop automated and personalized messages

Skills: Customer Insights, Roadmap Development, User Experience Optimization, Data Analysis, Target Setting, Competitor Analysis, E-commerce Optimization, Lifecycle Communication

• Lead the execution of Delaware North’s sports betting campaigns for customer retention through owned channels, including customer lifecycle planning and optimization, promotions, and product marketing.
• Own the CRM calendar of events, programs and communications.
• Serve as a project manager, overseeing the full scope of execution responsibilities, including planning, budgeting, campaign execution (segment creation, email planning, campaign setup, deployment, automation, testing and optimization) and reporting.
• Own channel strategy, advising business stakeholders on best practices for email subject lines, content, push notifications and how to use various channels to deliver results.
• Become a systems expert, cultivating extensive knowledge of marketing tech systems.
• Constantly testing and learning, always looking for insights and new ideas to try.
• Assist with data analysis and reporting on CRM campaigns, supporting Marketing team leaders in evaluating campaign effectiveness and making optimizations.
• Communicate with superior throughout the day on warehouse flow to ensure everything is under control and being tracked on end.
• Setting up a trade program and providing this new segment with proper customer service experience.
• Make sure bring forward any concerns in policy with solutions to improve the process

Skills: Campaign Management, CRM Ownership, Project Management, Channel Strategy, Marketing Tech Expertise, A/B Testing, Data Analysis, Process Improvement

• Experience in customer retention and/or sales
• Able to set goals and objectives for team members and follow through
• Highly skilled oral and written communicator
• Organized with clear attention to detail
• Team-oriented, able to collaborate and problem solve with others
• Personable, professional, and accountable
• Clear understanding of call center operations
• Proficient with use of a computer and call systems/software
• Bilingual, fluent in Spanish and English
• Proven experience as a retention specialist

Qualifications: BA in Marketing with 5 years of Experience

• Experience in marketing/analysis in social community management. 
• Experience in the gaming industry
• Highly proficient in Microsoft Word and Excel and will have a good standard of typing, along with excellent interpersonal skills. 
• Driven, hardworking and customer oriented individual who can prioritise tasks effectively and adapt well to changing priorities.
• Comfortable working from a computer and working within databases
• Experience handling difficult and angry customers
• Proven track record of working in high-stress situations
• Excellent influencing and interpersonal skills

Qualifications: BA in Sales Management with 2 years of Experience

• Experience managing all channels of CRM including SMS, email, push/web notifications, direct mail, in app and on site
• Successful track-record of developing marketing strategies, executing, measuring, and delivering on performance targets
• Hands on experience in Retention marketing, App Engagement and Re-engagement campaigns 
• Strong working knowledge of HTML/CSS       
• Attention to detail when dealing with projects that will directly impact users.
• Basic knowledge and ability to use Adobe Photoshop 
• SQL knowledge & Business intelligence background
• Genuine interest in social, gaming, analytics, and advertising 
• Passion for problem-solving
• Strong interpersonal skills and ability to work well independently or within a team environment.
• Ability to manage multiple projects at the same time in a fast-paced environment

Qualifications: BS in Business Administration with 3 years of Experience

• Experience in developing and sustaining long-term, value-based customer relationships at all levels
• Must have a strong goal orientation and desire to continuously learn and improve skills and knowledge
• Must be a quick learner and self-starter with the ability to follow through on commitments
• Salesforce CRM experience 
• Excellent written and verbal communication skills, problem-solving and decision- making skills 
• Proven experience in keeping customers happy and retaining their business
• Consultative, Solutions-led Sales experience, not hard product sell
• Objections handling focused on financial issues
• A self-motivated go-getter who is driven to achieve results creatively
• Exceptional analytics skills and experience working in a metrics-driven environment

Qualifications: BA in Communications with 4 years of Experience

• Experience in customer service or retention roles, preferably in interaction with a Customer Service center
• Previous experience in a subscriptions role 
• Determined, energetic can-do attitude not fazed by challenges or problems
• Focused on KPIs and outcomes
• Confident communicator amongst different stakeholders
• Experience working with and managing third party suppliers 
• Track record of optimising and improving performance, ideally within a customer service / customer retention setting
• Ability to interrogate data, make informed decisions and present reports clearly
• Project management and collaboration skills, comfortable working with various teams across the business to get desired outcomes

Qualifications: BS in Customer Relationship Management with 3 years of Experience