Overview
Senior CRM Retentions Specialist: Reactivation and Cross Marketing Jobs in Johannesburg, South Africa at Dream Team Gaming
Overview &
Purpose:
We are seeking a dedicated CRM Retentions Specialist tojoin our team. As a CRM Reactivation & XM Specialist, you will be primarily responsible for developing and implementing strategies to reactivate, re-engage and cross market players as well as helping drive the overall growth of the player and revenue base. This role requires a deep understanding ofCustomer RelationshipManagement (CRM) systems and expertise in omni-channel marketing.
Key Responsibilities:
Develop and implement player engagement & retention strategies.
Work closely with marketing, acquisition, product development, and customer support teams to align retention and engagement strategies with overall business goals.
Analyze data to segment players and tailor retention strategies based on regionalization and player preferences like game type and deposit methods, fostering player loyalty and satisfaction.
Create personalized and engaging content that aligns with player segments and preferences.
Plan, manage, and deliver multi-channel campaigns to increase the time a player spends engaging with the product.
Collaborate with the Product and GSP departments to ensure a seamless and optimal user experience across all touchpoints.
Manage and optimize the use of data and systems like XP and Optimove to track player interactions, preferences, and behavior.
Focus on reactivation to increase the rate at which inactive players re-engage with the brand.
Improve reactivation rates by developing a strategically coherent reactivation plan, applying competitor research, devising new re-engagement techniques, and providing regular pre and post measurement and analysis.
Monitor key points within the retention process, including reasons for player inactivity and post-reactivation behavior (bonus and deposit activity).
Implement and execute A/B split and multivariant testing.
Ensure effective leveraging of all re-engagement offerings within the group to reactivate players and ensure their longevity.
Lobby relevant business stakeholders for the adoption of best practices and new innovations.
Develop and implement bespoke reacquisition offers andcommunicationfor important campaigns and channel partners.
Monitorcommunicationeffectiveness, including deliverability, open rates, click-through rates, and other relevant metrics.
Conduct month-on-month reactivation rates and waterfall reporting to monitor post-re-engagement longevity.
Perform player value analysis using KPIs such as ARPU, deposit value/player, number of deposits/players, number of active days per month/player, and deposit: bonus ratios.
Manage bonus cost reporting.
Evaluate channel reactivation and XM effectiveness/efficiency across SEO, ITG, and affiliate traffic.
Analyze reactivation rates by brand, tenure, and for top-performing affiliates.
Provide monthly reporting on the effectiveness of retention and player engagement initiatives by brand.
This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives.
Essential Criteria:
Must have experience in the gambling industry.
Knowledge of regulatory requirements and compliance related to responsible gambling.
Multi-channel marketing expertise.
Knowledge of CRM software such as Optimove, XP, and Smartico is essential.
Power BI or Tableau understanding is desirable.
HTML email development is desirable.
Exper…
Title: Senior CRM Retentions Specialist: Reactivation and Cross Marketing
Company: Dream Team Gaming
Location: Johannesburg, South Africa
Category: Marketing / Advertising / PR
