Head/Lead - CRM

Job Title: Lead CRM

Business Vertical: Marketing

Department: Marketing

Position Type: Full Time

Work Location: Gurgaon

Job Purpose: Planning, delivering and evaluating all CRM activity and oversee the management of the cross sell program to further enhance customer lifetime value.

Total Experience: 6 to 10 years

Relevant Experience:

Education & Qualification Requirement - MBA from reputed Institute

Skills Required:

- Proven track record in taking a customer led approach that provides significant contribution to the bottom line.

- Strong organizational and analytical and communication skills

- Experience in change management

- Previous knowledge and exposure to the Online Gaming environment an advantage but not essential

Key Responsibilities:

- Development of excellent working relationships with all customers during key stages of their lifecycle including welcome, engagement and re-activation for the purpose of increasing average lifetime value of customers; reducing churn and increasing conversion of registered customers.

- Work with Data Analysis Team and key stakeholders to develop more powerful use of segmentation with the objective of improving targeting and customer understanding.

- Lead the strategy and implementation of the CRM program focusing around relevant events and key triggers and utilizing all forms of messaging and communication reducing the reliance on email channel.

- Establish a CRM framework that can work across all products and territories in order to meet business priorities in regulated and un-regulated markets

- Identifying key opportunities to enhance the player experience and improve retention rates and profitability including cross sell opportunities

- Priorities take up of services through new channels such as mobile, to fall in line with business objectives

- To Retain Loyal Customers through effective loyalty programs

- To design and execute marketing communications/ programs to cross-sell and upsell to current customers

- Lead the team to develop a more results focused CRM programme that will priorities improvements in KPI's and establish framework for evaluation against KPI's

KPI:

- Increase gross win per customer, rates of re-activation and reduce lapsed rates

- Improve conversion from registration to first deposit

Bhaskar Anand