Johannesburg: CUSTOMER RELATIONSHIP MANAGEMENT (CRM) RETENTION SPECIALIST

KEY PERFORMANCE AREAS: Player Engagement and Retention Strategy Player Retention Monitoring, Evaluation and Reporting Develops and implements comprehensive player engagement and retention strategies aligned with overall business objectives Collaborates with Marketing, Acquisition, Product and Customer Support teams to ensure retention initiatives are fully integrated and effectively executed Analyses player data to segment audiences and tailor retention strategies based on preferences such as game type, deposit behaviour and engagement patterns Creates personalised, relevant and engaging content aligned to player segments, value and preferences Plans, manages and delivers multi-channel CRM campaigns (e.g. email, SMS, push, in-app) to increase player engagement and time spent on the platform Works closely with Product teams to ensure a seamless and optimal player experience across all customer touchpoints Manages and optimises the use of Optimove (or similar CRM platform) to track player interactions, preferences and behavioural trends Drives consistent improvements in player engagement and retention, with a focus on increasing month- on- monthly activity: Deposit value. Number of deposits. Active players. Improves overall business retention rates through: The development of a strategically coherent retention roadmap and test plans Ongoing competitor and market research. The design and implementation of new retention triggers, including bonus mechanics and promotional types. Deliver of regular pre- and post campaign measurement, insight and analysis Month on month retention rates and waterfall reporting. Player value analysis. Bonuses spend and distribution management reporting. Channel retention effectiveness / efficiency – SEO vs affiliate traffic. QUALIFICATIONS, EDUCATION AND KNOWLEDGE: Bachelors Degree (NQF Level 7) Marketing / Business / Data Analytics / related field 3 5 years experience in CRM / retention / lifecycle marketing / customer engagement roles Proven experience in omni-channel campaign marketing Experience within online gaming or betting environments will be advantageous Strong understanding of CRM systems and lifecycle marketing Advanced analytical and data interpretation skills Strong commercial acumen with a focus on customer lifetime value Ability to translate data insights into actionable retention strategies Excellent stakeholder management and cross-functional collaboration skills Strong written communication and copywriting capability Innovative, test-and-learn mindset Strong attention to detail BEHAVIOURAL COMPENTENCIES: Team player Organised Detail orientation Results driven Respect Professional Logical Reliability Adaptable Proactive