The Role
Manage CRM-driven customer lifecycle campaigns to meet KPIs (NGR, GGR, deposits, actives). Analyze customer data for retention, reactivation, cross-sell/upsell; build segmented campaigns and workflows across channels; ensure GDPR-compliant data handling; resolve incidents; report results and recommend improvements.
Summary Generated by Built In
Customer Relationship manager - CRMCustomer Operations Specialist
About the job
As a Customer Relationship manager - CRM, we need you to:
- Ensure NGR, GGR, turnover, deposit, number of actives, and other objectives and KPIs are met.
- Analyze customer interactions and data throughout the customer lifecycle to implement tailored campaign programs for customer retention, reactivation, cross-sell, and upsell. Handle software that facilitates these interactions, ensuring personal data is processed securely and in compliance with GDPR.
- Create public and segmented campaigns, provide briefs, report results, and ensure data processing aligns with privacy regulations.
- Research the market while adhering to data protection standards when handling personal information.
- Identify the requirements for effective market segmentation and build workflows to manage relationships through various channels (web, sliders, SMS, e-mail, etc.) while maintaining data privacy compliance.
- Monitor customer relationship strategies, recommend improvements, and ensure personal data handling complies with data protection laws.
- Resolve daily issues, including customer requests and incidents, ensuring secure handling of personal data.
- Understand and research customer behavior, share knowledge with the wider team, and take relevant actions to improve results while respecting data privacy principles.
- Work in compliance with the company's procedures and data protection policies, ensuring readiness for audits and regulatory inspections.
- Utilize GDPR-compliant tools for data processing and management, including Tableau, Tableau Algorithm Cube, Tableau Alert Cubes and Reports, Red Back Office, CBS360, JIRA, MS Products (OneDrive, Cloud, Outlook), Slack, ZOHO, and Intranet, ensuring secure handling of personal data at all stages.
As a Customer Relationship manager - CRM, we need you to have:
- Lead colleagues and self, through times of ambiguity
- Critical thinking - establish root cause and champion and own change to improve delivery
- Ability to work with MS Office programs, Tableau CBS360, DBeaver, Slack, Miro, Zoho, Jira and other tools
- Great attention to details
Skills Required
- Lead colleagues and self through times of ambiguity
- Critical thinking to establish root cause and champion change
- Proficiency with MS Office, Tableau, CBS360, DBeaver, Slack, Miro, Zoho, Jira
- Great attention to detail
- Knowledge of GDPR and secure personal data handling
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The Company
