CRM Manager - Virgin Bet

Hybrid working: 4 days in the office per week

The Role

Reporting to the Senior CRM Manager you will be responsible for creating, managing and optimising the overall CRM strategy for Virgin Bet. The role will own all BAU and automated lifecycle campaign strategy focusing on delivering against core monthly KPIs. 

You will be naturally analytical; channelling the team to produce campaigns that maximise commercial growth and embedding a focus on reporting. 

We are currently experiencing an accelerated period of growth as a business and therefore this role will be very fast paced yet rewarding and challenging. If this is something that drives you, read on!

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fueling fan’s passion for sport driving us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities 

• Lead a growing team to plan, create and optimise an omni-channel CRM strategy.
• Establish quarterly objectives for the team, oversee their progress, and ensure successful achievement to maintain alignment with overall company goals.
• Work with the Promotions team to create and execute engaging multi-channel campaigns that drive daily actives, retention and monthly commercial uplift.
• Own the automated lifecycle strategy for your brand, creating a roadmap for delivery, optimisations and testing approach.
• Lead on-going segmentation of the customer base to identify insights and target customer segments with relevant communication.
• Lead weekly and monthly campaign/lifecycle reporting and commercial analysis, confidently dissecting the data, providing recommendations and key takeaways.
• Identify and understand data requirements needed to optimise your team’s operations and work with Martech/Data to fulfil requests.
• Work in conjunction with the Insights team to deep dive into behaviour versus value, concentrating on attributing commercial metrics to CRM campaigns.
• Mentor team members and foster their professional development by identifying skill gaps, providing training opportunities, and offering continuous feedback and support.
• Manage workload and relationships with core stakeholders (i.e. Marketing, Legal & Compliance, Copywriting and Design).
• Work closely with all operational teams (i.e. Customer Services and Ops), answering quickly and professionally all escalated support queries.
• Maintain a strong team ethic and help and support your colleagues when required.
• To work on any other reasonable task required by your manager.

Skills, Knowledge and Experience

• Proven CRM management 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
• Knowledge and interest of online gaming products and the online Sportsbook and Gaming
• Applied understanding of lifecycle development and optimisation
• Extremely organised with a passion to drive optimisation through quantitative and qualitative insight
• Data focused and ROI driven
• Ability to build strong working relationships
• Confident in communicating and presenting with core stakeholders across the business

What can we offer? 

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
• Subsidised gym membership
• Ride to Work & Annual Travel Card loan scheme
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials