Reporting to the Head of Customer Engagement, this role carries overall responsibility for the management and performance of the company’s Customer Relations. Retention, Acquisition journeys and overall customer experience

Key Responsibilities:

• Create the overall retention plan
• Optimize and monitor customer journeys, making sure the customer experience onsite is optimal.
• Identify High Value customers and provide tailormade experiences to maximize their activity and engagement.
• Plan and execute both onsite and personalized offers to ensure customers increase their time spent onsite which translates in to higher spend.
• Work closely with the Content Team to ensure that the site is promoting the most engaging promotions and products at the right times.
• Constantly analyze and segment our current customer base.
• Propose new products for both Sports and Casino to use to increase the interest from our customers.

In addition, this is also a hands-on role working with various functions throughout the business in terms of problem solving and acting as an escalation for support internally and externally.

Key Requirements:

Knowledge, Skills & Experience

• Significant experience working within the casino sector, specifically the online Casino & Sports betting
• Highly adept at working in numbers and detail driven environment. Capable of analyzing and understanding the bigger picture through site, content and campaign analytics
• In-depth knowledge of customer segmentation and different retention practices.
• Solid understanding of the key products and functionalities from sports or casino gaming industry.
• Spanish Speaking with good level of English is highly appreciated