Megapixel, a dynamic and innovative gaming company, is seeking an experienced CRM Coordinator to join our team in Malta! If you have a proven background in CRM, a passion for customer engagement, and thrive in a fast-paced environment, we want to hear from you. Join us on our mission to take our CRM setup to new heights and revolutionize player communication across our flagship brand, Wunderino.
Core Functions of the Role
As a CRM Coordinator at Megapixel, your primary responsibilities include:
- Data Management and Segmentation: Organize and analyze customer data to identify trends, customer segments, and potential churn risks. Segment the customer database based on various factors like demographics, preferences, betting behavior, and slot preferences.
- Campaign Development and Execution: Collaborate with marketing and casino teams to develop targeted CRM campaigns based on customer segmentation. Craft compelling campaign messages tailored to specific customer segments. Develop and execute email, SMS, targeted app and website push notifications, and in-game promotions to drive engagement. Monitor campaign performance and analyze key metrics like open rates, click-through rates, and conversion rates. Additionally, you may be required to write campaign copies/content depending on the need and resource requirements.
- Player Retention and Loyalty Journeys: Implement retention and loyalty journeys to reward active players and encourage repeat business. Utilize customer data to personalize retention and loyalty rewards and enhance player experience. Identify at-risk players and implement targeted retention strategies to prevent churn.
- Channel Management and Collaboration: Liaise with cross-functional teams, including tech, marketing, casino, business intelligence (BI), customer support, payment, legal & compliance and product, to ensure alignment in CRM initiatives. Coordinate CRM integrations with automation platforms, email marketing tools, and CRM systems.
- Reporting and Analytics: Generate regular reports on CRM campaign performance, player engagement metrics, and customer lifetime value (CLTV). Analyze data to identify areas for improvement and optimize CRM strategies. Present findings and recommendations to the Head of CRM and stakeholders to inform decision-making and strategic planning.
- Compliance and Regulatory Requirements: Adhere to data privacy regulations like GDPR, ensuring customer data is handled securely and responsibly. Comply with, including but not limited to, German regulations and all iGaming regulations and industry standards related to CRM practices and campaign execution. Maintain accurate records of customer interactions and campaign results to support audits and compliance requirements.
As CRM Coordinator at Megapixel, you will:
- Launch and test processes for campaigns and promotions across various devices.
- Drive A/B testing within and across communication channels to optimize practices for each customer segment.
- Conduct experiments and research, reviewing player behaviors and suggesting improvements.
- Optimize customer promotional journeys and experiences.
- Design and implement regular benchmarking and competitive analysis to maintain a competitive edge.
- Explore possibilities of AI tools and automation to enhance CRM effectiveness.
- Undertake any other ad-hoc functions that may emerge in the dynamic CRM environment.
Additional Duties
In addition to the core functions, you will play a crucial role in enhancing our CRM setup, influencing marketing campaigns, and ensuring a seamless customer experience. Your creativity, strategic mindset, and ability to adapt to changing requirements will be essential.
Job Requirements
To excel in this role, you should possess:
- Fluent English (both written and spoken) is required. German proficiency is considered a plus.
- Good general education with competent numeracy and literacy skills.
- Excellent awareness of Microsoft Office applications and high computer literacy.
- Experience in the iGaming industry is necessary.
- Proven background in CRM.
- Result-oriented and data-driven approach.
- Effective planning skills to meet deadlines.
- Strong organizational skills and attention to detail.
- Motivated team player with excellent people skills.
- Essential interest in CRM, Customer Experience, and User Journey.
- Experience working with Symplify is considered an advantage.
- Interest in AI tools and automation is a big plus.
Don't tick every box? No problem! We value passion and willingness to learn. If you're motivated/passionate and ready to learn and grow, we're happy to meet.
Benefits for Megapixel Employees
We believe in fostering a positive work environment. As a Megapixel employee, you will enjoy:
- Free breakfast on Mondays and Wednesdays and lunch on Fridays.
- Wellbeing benefit: we pay for your gym membership/classes. (after the probationary period)
- Free snacks, fruits, and soft drinks at the office.
- Private health and dental insurance (after the probationary period)
- Best-in-class equipment to support your work.
Join us on our exciting journey, where innovation, creativity, and collaboration thrive!