Senior Customer Marketing Manager, Betfair UKI

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Job description

Welcome to Betfair

At Betfair, we don't just play to win. Our game plan gives us the opportunity to play it our way. To be openly curious. To explore. To innovate. To love what we do.

We started off with one mission: to create a fairer betting experience for customers. And that's exactly what we did when we launched the Betfair Exchange and disrupted the industry. Fast forward a few years and we continue to innovate and build fairness into our products, comms and our people strategy.

Part of Flutter's UK&I division, Betfair looks to bring brilliant ideas to life. We do this by playing by 3 simple rules:

We play as a team
We're at our best when we work together
We respect each other, and we listen to every idea
We create moments for individual brilliance
We play fair
We listen to what everyone needs, and we do our best to make it happen
We're focused on building a workplace where everyone's welcome
From our people to our customers, we'll always fight for what's right
We play to win
We work at pace, but we have fun doing it
We deliver high performance every day with energy and grit
We always try to be better than we were yesterday

So, if you're ready to get stuck in and get the job done, we're ready to challenge you.

The play-by-play

Betfair's CRM team is a pivotal part of our marketing family. Engaging with and rewarding our customers is at the heart of what we do, and you'll be challenging yourself to communicate in different ways and develop new engagement strategies.

You'll report directly to the Head of Customer Marketing and lead an A-team of in-life customer marketing managers & execs in turning our obsession over maximising customer engagement into increasing average players days, cross sell & CLV whilst reducing churn.

A strategic thinker at heart, you'll be leading the full customer marketing process from planning & costing, to building and execution of campaigns and comms programmes.

Playing as a team will be second nature to you as you'll work closely with the Head of Customer Marketing and the managers across Early Life, Win-Back and In-Life along with other teams such as Brand, MarTech and Digital Marketing ensuring all promotions are set up, assets are signed off and in place and that communications are signed off and approved before deployment.

You and your super talented team will manage activity across the full range of targetable media channels and ensure the overall journey from Early Life engagement and post-reactivation re-engagement is joined up and aligned for customers moving from one programme to another and that a variety of competing business and function objectives are prioritised and delivered through management of a clear contact strategy.

Your day-to-day

Lead on delivery of the CRM campaigns and projects and achievement of the results they drive and which are critical to the company strategy;
Lead a matrix team to plan, cost, build and execute CRM campaigns for lapsing and lapsed customers across all geographies, based on specific customer segmentation, campaign or behavioural change objectives. This will be achieved by:
Acting as a main point of contact for Betfair Commercial Managers, Customer Service Escalation Managers, Research and Responsible Gambling teams
Work cross functionally with the team to constantly improve targeting and campaign performance.
Working closely with Creative Studio to deliver exciting on brand content (both visual and copy).
Support the Head of CRM in managing expectations of a large number of commercial and business stakeholders communicating CRM plans regularly and demonstrating performance of them.
Facilitate the planning process and own the resulting activity plan for In-Life customers with a view to developing longer term customer-centric plans which result in improved campaign execution and performance
Deputise for the Head of CRM during holidays or key meetings they are unable to attend ensuring Managers are aligned on business priorities and marketing outcomes and the team is working as one.
Manage a team of Managers and Executives, developing work plans which align to the team goals, helping them devise personal development plans and providing ongoing guidance and support.
Deliver monthly reporting which clearly links to CRM & Commercial OKRs highlighting which activities should be dialled up / down.
Proactively manage the Betfair In-Life comms budget to meet the desired balance between ROI and spend.
Foster culture of continuous improvement, role modelling the use of all available marketing technology to drive continuous improvement.
Regularly sharing plans and learnings with the Commercial Managers to see what can be optimised and reapplied across brands and regions.
Identify opportunities for automation and scale, co-ordinating a breadth of teams to implement.
Develop and maintain strong relationships with key teams across the business such as Commercial P&L Teams, Product and Tech.

Bring your A game

To join us, you'll need a strong background in a CRM role or similar - in or out of our industry. An experienced people leader, you'll understand the importance of clear directions, and you'll be able to inspire energy and enthusiasm in every team you work with.

You'll have extensive experience of managing a range of media channels and CRM programmes that provide a best in class customer experience and drive improved commercial performance.

You're a creative thinker. An agile problem solver. An exceptional communicator. And, just like us, you love what you do.

The technical stuff

Ability to work at a fast pace, whilst still showing meticulous attention to detail.
Highly organised, focused and process driven with excellent project management skills.
Ability to understand the implementation of sophisticated customer segmentation and multi-touch campaign strategy.
Data literate and comfortable in using data to make better decisions
Ability to balance Customer Marketing strategy with pragmatic and commercially minded actions
Excellent stakeholder management and communication skills
Collaborative, with ability to build strong relationships with both P&L teams, as well as other Marketing teams.
Customer obsessed
Knowledge of CRM systems and processes (ESP software, planning tools, Excel & Powerpoint).

Ready to play?