CVM Lead - CVMLMT0825CJ

At bet365, we pride ourselves on delivering exceptional experiences. As a Customer Value Management Lead, you'll be at the forefront of cultivating loyalty and maximising lifetime value for our high-value customers through personalised CRM strategies.

We're looking for a dynamic CVM Lead to join our team in Malta. In this role, you will be instrumental in shaping and delivering our customer value strategy across both Sports and Casino. You will be responsible for understanding high-value customer behaviour, developing targeted campaigns, and collaborating with the wider team to provide exceptional service.

Preferred Skills, Qualifications and Experience

• Proven CRM experience in a senior/similar role (or within CX/Marketing/CVM).
• Exceptional analytical skills and proficiency in using data analysis tools to extract actionable insights.
• Strong communicator and influencing skills with proven track-record of driving through winning recommendations.
• Ability to work collaboratively with cross-functional teams, driving alignment and achieving common goals.
• Excellent knowledge of CRM (CDPs/CEPs), project management and business intelligence platforms with experience in implementing and optimising campaigns.
• Comprehensive understanding of responsible gambling principles and regulations, with a commitment to promoting responsible gaming practices.
• Creativity and innovation in developing engaging and personalised CRM campaigns.
• Strong knowledge of the iGaming industry; understanding of the main competitors, as well as experience in managing CRM and promotions across Gaming or Sportsbook.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Experience with predictive modelling and behavioural clustering techniques is preferred but not required.

Main Responsibilities

• Collaborating with the CVM team to identify valuable customer segments for targeted campaigns while leveraging predictive modelling to identify potential high-value customers early, ensuring campaigns are tailored to their specific behaviours and preferences.
• Establishing a deep understanding of the high-value customer journey, pinpointing key touchpoints and opportunities for improvement, ensuring relevance and impact, leveraging data insights, including behavioural clustering, to inform CRM strategy and campaign development.
• Developing and executing highly targeted CRM campaigns to boost engagement, retention, and value among both Sports and Gaming high-value customers, including gamified promotions while working closely with the CRM Markets Lead in both Sports and Gaming to ensure consistency across all initiatives and determine the most effective campaigns for specific high-value customer segments to maximise ROI.
• Tailoring communications based on individual customer preferences, betting history, and gaming behaviour to provide a relevant experience.
• Approving all campaigns before launching, ensuring they meet briefing requirements, are visually appealing, accurately targeted, and compliant with all relevant regulations and Company standards.
• Collaborating with the creative team to develop engaging content that resonates with high-value customers, driving participation and loyalty while partnering with customer service, product, and marketing teams to continuously improve the overall high-value customer experience, addressing pain points and exceeding expectations.
• Ensuring all high-value customer experience initiatives align with the overall CVM strategy and objectives, as defined by senior management.
• Tracking and analysing the performance of CRM campaigns and high-value customer initiatives providing regular reports on key performance indicators (KPIs), such as engagement, retention, and revenue, identifying trends and opportunities for optimisation in collaboration with the CVM team.
• Leading the monitoring and evaluation of campaigns while analysing customer data, behaviour, patterns, and campaign KPIs to identify opportunities for future optimisation and share insights with Country Leads and the CVM team to ensure alignment with Business objectives.
• Driving customer satisfaction and retention through impactful initiatives, ensuring CRM reflects brand values and compliance with relevant regulatory and advertising frameworks while maintaining accurate records of all CRM communications and activities, adhering to data protection regulations and Company policies.

If you believe you possess the skills and experience necessary for this role then please email your CV and Covering Letter by clicking on Apply Now below.

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