Retention Manager - Online Gaming

Responsibilities:

- Developing and managing the Retention Strategy to optimize Key Performance Indicators including customer lifetime values, retention/churn levels and average revenue per player.

- Responsible for segmentation of the customers based on their life time and recent spending and churn behaviour.

- The creation and implementation of an optimized daily/weekly/monthly campaign programme (retention and reactivation both automated and not automated), tailoring communication to different customer segments identified through CRM tool and data warehouse.

- Control of the overall retention bonus spending and achieve growth in revenue Month on Month

- Suggesting and providing appropriate personalized communication to maximize customer spend.

- Tracking financial effectiveness of scheduled campaigns through regular reporting, including details of customer behaviour, usage and spend

- Analyzing the customer journey, identifying key touch points in the customer's interaction with the site to optimize customer activation & retention.

- Working with the design, development and other teams to ensure execution excellence and that the website/email template meets the needs of existing customers.

Qualifications:

- 5+ years of proven experience with customer life cycle management across multi-brands/products/regions.

- Solid experience with CRM tools and marketing automation

- Experience of ESPs

- Strong analytical and number crunching skills

- Knowledge of at least one CRM tool (works with Exactarget, Optimove, Webengage etc)

- Experience of working in a fast-moving environment

- Previous people management experience required

- Ability to multi-task, being proactive, efficient and independent

- Strong project management skills, being result oriented, team-focused and customer-focused

- Knowledge of CRM Statistics, Analysis and Tools, all involving the retention, reactivation and communication to customers is mandatory.