CRM Operations Manager

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

You will focus on optimizing the customer journey and enhancing the overall customer experience, while supporting the broader CRM team, by creating strategic roadmaps and developing and implementing lifecycle communications and operational processes to drive long-term engagement and loyalty for US and Canadian customers.

As a self-motivated, proactive, and detail-oriented individual, you will demonstrate a results-driven approach with proven CRM expertise, strong customer focus, and analytical skills. You will coach and develop a multi-skilled team, effectively managing campaigns to ensure deadlines are met with high accuracy and efficiency.

The salary range for this position is between $95,000 to $125,000 annually.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

• Proven experience working in CRM related roles, experience leading a team is preferred.
• Comprehensive knowledge of Customer Data Platforms such as Optimove, or Execution Platforms such as Braze is essential.
• Experience in developing and implementing complex and efficient operational processes
• Deep understanding of the online gambling industry and main competitors.
• Proven track record of delivering growth through lifecycle and retention strategies.
• Experience with planning, project management, execution and evaluation against target metrics.
• Results driven with the desire to test, re-evaluate, optimize, and test again.
• Ability to work under pressure, use own initiative and deliver results to meet the needs of stakeholders.
• Experience collaborating across departments and building relationships.
• Effective communication skills, both written and verbal at all levels.

• Leading the lifecycle marketing strategy and execution, and support go-to market strategy.
• Scaling executional capacity by establishing best in class operational processes and creating efficiencies within CRM systems and promotional fulfilment.
• Owning and overseeing end-to-end setup and fulfillment of cross-channel campaigns (email, push, in-app) for promotional campaigns and lifecycle user journeys
• Fostering a data-driven culture by employing A/B testing and other testing methods.
• Implementing localized CRM strategies and messaging, delivering high-quality campaign roadmaps in a timely manner.
• Establishing and tracking KPIs engagement metrics, to measure CRM campaign success
• Managing and developing a high-performing team, providing guidance and support to achieve CRM goals.
• Presenting reports and territory insights to senior stakeholders, highlighting CRM campaign impacts, success, and recommendations.
• Monitoring industry best practices and competitor trends to ensure CRM plans are relevant and delivered to the highest possible standard.
• Liaising with key stakeholders and other marketing departments to maximize opportunities and achieve departmental objectives.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.