Retention Manager – Heart Bingo

Reports To: Head of UK Retention
Department: B2B
Location: Gibraltar
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Key Responsibilities / Duties:

  • Responsibility for retention budget, taking accountability of spend at a campaign and tier level, ensuring reinvestment is within agreed levels.
  • Have a strong commercial awareness and be able to identify which campaigns drive value and which do not. Be able to identify bonus abuse and take relevant actions where necessary.
  • Manages the day-to-day running of Heart retention promotions and communications, including scheduled, automated, and ad-hoc campaigns through multiple channels.
  • Work with promotions to define tiering and percentages for Thunderbite campaigns, taking ownership of bonus cost and customer awards
  • Develop an excellent understanding of RAMP (CRM tool) to maximise campaign effectiveness and drive improvements.
  • Responsible for managing Retention Executive including training, development, setting processes, objectives, and targets.
  • Working alongside Acquisition teams to ensure optimal handover from acquired to retained.
  • Work closely with Engagement, Casino, and Bingo product teams to plan and optimise retention promotions and new products.
  • Plans the long-term campaign strategy of both bingo and casino through an expert knowledge of bingo, casino milestones and the Heart customer database.
  • Ensure relevant reporting is in place to effectively measure the performance of all areas of retention.
  • Identify unique opportunities to drive the growth of a young UK brand and differentiate Heart Bingo from competitors.
  • Present on campaign performance and be able to demonstrate revenue/behavioral impact to customer base.
  • Protecting the Customer and Company through expert understanding of, and adherence to, Company approach to affordability and safer gambling, marketing compliance and the wider Licensing Obligations.
  • Gain strong understanding of following tools – CMS, JIRA, VCPortal, Tableau, Thunderbite, Movable Ink.

Key Working Relationships:

  • UK Regional Teams.
  • Central Marketing and Tools team.
  • Analytics team.
  • Product teams.
  • Compliance functions.
  • 3rd Party providers.

Evaluation of Performance:

  • Team and Individual objectives.
  • Bonus Ratio both products and combined.
  • Shape the retention of Heart Bingo recreational base.
  • Achieve KPI’s relating to activity and player value.

Person Specification, Skills, Experience & Qualifications:

  • Experience working within an online gaming company, preferably within CRM team.
  • Have a strong commercial awareness and be able to adapt strategy, promotions, communications to the business needs, as well as identify trends and take actions.
  • Previous team management experience preferred but not essential.
  • Strong leader and communicator who can develop relationships both in own team and across wider business.
  • Detailed knowledge of CRM lifecycles/strategies/journeys to ensure retention of correct players and reduce potential abuse.
  • Understanding of UK market and UKGC/BGC requirements for promotional activity.
  • Highly motivated individual with a drive to improve current performance, promotional and retention activity.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.