HEAD OF RETENTION

Company DescriptionRank International (Part of Rank Group) is a leading online gaming operator in the Spanish markets with an expanding online and offline portfolio focused on bingo, casino and sports betting with 4 leading brands: YoCasino, YoBingo, YoSports and Enracha.Our goal is to provide entertainment to our customers with our websites and apps so that they can access our products from their mobile phones, tablets and computers. We offer our own bingo and slots software and also more than 2000 games from the best game providers. With offices based in Ceuta, Malta & Spain we always strive to bring joy and security to our customers. Additionally, we will be launching soon in other regulated markets!Look at our careers site to find out more: https://careers.rank.com/Job DescriptionAre you a seasoned Retention/CRM professional with a passion for customer retention? We are seeking a Head of Retention to lead and innovate our customer retention strategy across all our Rank International brands: YoCasino, YoBingo, YoSports and Enracha.es!The key functions of the team are CRM planning & execution, design and copy and high-value customers.Working with the teams, you will set out and deliver data-led strategies to enhance the retention of existing customers via promotions, products and communications. A key measure of success for this role is the ability to create and deliver a vision for the CRM function, working closely with leadership and the technology teams.You will also be a process expert who can identify problem areas, create elegant solutions to ease workflow and promote your team's natural flair for excellent execution.The key focus of your role will be to put the customer at the heart of everything we do and drive engagement with the ultimate objectives of increasing conversion, loyalty, lifetime value, cross-selling and reactivation.Strategic Leadership: Develop and execute a comprehensive CRM strategy to enhance customer retention through promotions, products, and communicationsTeam Collaboration: Work closely with various teams, including Product, Marketing, Analytics, and Technology, to ensure seamless execution of data-driven retention strategiesCustomer Focus: Place the customer at the heart of all activities to drive engagement, and increase conversion rates, loyalty, and lifetime valueProcess Improvement: Identify and solve workflow issues, promoting efficient and effective execution within your teamCampaign Management: Plan, execute, and measure CRM campaigns, ensuring a test, learn and refine approachInnovation: Introduce new CRM tools and techniques, such as push notifications and rich media SMS, to differentiate our brandReporting & Analysis: Report on key KPIs such as conversion, upsell, cross-sell, churn, and campaign performance. Ensure continuous evaluation and optimization of CRM initiativesCompliance: Ensure all communications comply with relevant regulatory and GDPR frameworksKey Measures Of SuccessVision and delivery of CRM strategiesImproved customer retention metricsSuccessful collaboration with leadership and technology teamsJoin us and lead the charge in transforming our CRM function to drive customer retention and engagement. Apply now to become the flagbearer for our retention initiatives!QualificationsExperience in the gambling sector (ideally) OR financial services, multi-channel retail, telecommunication, entertainment or agency backgroundAbility to build strong relationships with all stakeholders, and tailor communication to meet the stakeholder’s needsProven experience in influencing at all levels of the organisation and cross-functionally, and providing clarity and insight to complex discussions and debates to achieve resolution and understandingProven track record of creating and executing segmented end-to-end customer lifecycle journeysExperience with CRM or Email marketing software essential (eg. Emailvision/SmartFocus/Silvepop/Salesforce/Adobe)Proven experience in working with a mass-market customer base and executing a CRM strategyProven track record utilising an enterprise campaign management solution to drive multi-channel, highly segmented CRM initiativesExperience in driving measurable revenue growth through customer marketing deliverComputer experience - must be competent (intermediate to advanced) in Microsoft OfficeExperience with Bingo and/or Casino as a user is a plusDegree in some marketing or analytics-related fieldAdditional InformationYou’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.