CRM Customer Journey Manager – Online Sports and Gaming
£60,000 - £65,000 + 10% bonus
City – hybrid

A fantastic opportunity for an experienced CRM Customer Journey expert to join a global gaming company in the City, in a brand new role.

You will need to understand the customer motivations, needs and insights and integrate them into a comprehensive multi-channel communication strategy. 

Your main aim will be to use data and a strategic mindset to engage the customer, address their product aspirations and increase retention, engagement, customer satisfaction and maximise business growth.

The Role:
*Develop a comprehensive customer communication strategy for the assigned lifecycle stage and tailored to the brand, product and customer.
*Mapping out personalised customer journeys across multiple channels (email, website, SMS, outbound etc) to enhance customer engagement and retention
*Utilise customer data to segment audiences effectively and identify opportunities for personalisation, leveraging CRM tools and analytics platforms
*Tailor content messaging and offers based on customer preferences, behaviour, and lifecycle stages
*Ownership of the end-to-end CRM lifecycle campaigns, covering designing, building, proofing, testing, and sending of automated campaigns to drive incremental value.
*Develop & improve our trigger, Milestone & automated campaigns.
*Articulate and present data and learnings effectively to key business stakeholders - providing regular reports and insights to stakeholders and leadership teams
*Constantly identify gaps and develop new processes and procedures to ensure CRM best practice and alignment
*Conduct A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness.
*Work closely with cross-functional teams such as marketing, commercial, product, Insight, and content, to align initiatives with broader business goals
*Keep abreast of industry trends, best practices, and emerging technologies in CRM and personalisation to drive continuous improvement and innovation
Essential requirements:
*Direct experience in the delivery of automated CRM communications across multiple platforms and channels
*Proven leader in using data to inform life cycle-led multi-channel campaigns
*Advanced working knowledge of Optimove or similar CRM Tool, creative optimisation, data management, identifying customer-level insights and multi-channel functionality
*Natural curiosity to understand customer needs through profiling and direct-marketing principles including AB test design and analytics
*Exceptional project management and organisation skills, with meticulous attention to detail
*Must exhibit superb verbal and written communication skills with a high degree of comfort interpreting results and communicating insights effectively to stakeholders and senior leadership
*Experience within the online gaming sector and an interest in its product offering is desirable
*Results-driven marketer with proven quantitative and analytical skills
*Relevant experience with analytical tools (e.g. Qlikview / Power Bi/ SQL etc.)

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EQUAL OPPORTUNITIES Morgan Spencer Recruitment is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective ce of gender, race, colour, nationality, ethnic or national origin, disability, marital status, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.

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