At a Glance
- Tasks: Lead CRM strategy and optimise customer engagement across digital and retail channels.
- Company: Join Rank Interactive, a global leader in digital gaming with a vibrant culture.
- Benefits: Enjoy competitive salary, flexible working, and opportunities for personal growth.
- Other info: Collaborate globally and embrace a culture of inclusivity and support.
- Why this job: Make a real impact on customer experiences while developing your career in a dynamic environment.
- Qualifications: Data-driven with leadership skills and experience in CRM tools like Adobe Campaign.
Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.
Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.
With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.
Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.
We are looking for a Senior CRM Manager to own and lead the contact strategy across the retail and digital customer base, ensuring all personalised communications (email, SMS, direct mail, door drops, push notifications, live chat and outbound telemarketing) are aligned to commercial objectives and customer needs.
Take ownership of the delivery, optimisation and continuous evolution of the CRM strategy, including but not limited to:
- Defining and driving the automation roadmap across key customer lifecycle journeys, ensuring robust measurement frameworks are in place to assess performance against agreed KPIs.
- Leading CRM support for the annual product, promotional and commercial calendar, ensuring activity is prioritised according to customer and commercial impact.
- Owning the CRM support plan for rewards, loyalty and omni-channel propositions, identifying opportunities to increase engagement, retention, visit frequency and customer value.
- Identifying, delivering and scaling transactional and behavioural campaigns which drive measurable improvements in commercial performance and customer engagement, while proactively identifying automation opportunities.
Lead and develop a team of CRM professionals, ensuring clear objectives, regular coaching, development plans and performance expectations are in place to build a high-performing CRM function.
Own CRM performance measurement, working closely with Analytics to ensure all activity is designed, measured and evaluated through a structured test, learn and refine framework.
Lead the development and optimisation of segmented end-to-end customer lifecycle programmes across retail and digital channels.
Ensure all CRM activity is focused on delivering measurable improvements in key business metrics including:
- Active customers
- Visit frequency
- Revenue and ARPU
- Retention
- Reactivation
- Cross-sell
- Customer Lifetime Value (LTV)
Own and continuously develop a structured CRM testing roadmap, driving experimentation across targeting, incentives, journeys, content, timing and personalisation to improve customer and commercial outcomes.
Lead CRM performance reviews, providing clear insight and recommendations on:
- What performed well
- What did not perform well
- Why outcomes occurred
- What actions should be taken next
Support ownership of retention investment and incentive budgets, ensuring expenditure is directed towards initiatives that deliver the strongest commercial return.
Work closely with Product Marketing and Commercial teams to optimise incentive strategies and promotional investment, ensuring activity delivers the desired customer behaviours and measurable commercial outcomes.
Take ownership of key supplier relationships and agency management, ensuring activity is delivered to a high standard, on time and within budget.
Lead the development of CRM messaging, customer proposition communication and campaign briefs, ensuring all activity is aligned with the wider brand, commercial and performance marketing strategy.
Partner with Digital, Product, Analytics, Data Science, Transformation and Commercial teams to identify opportunities to improve customer journeys, personalisation, customer experience and campaign effectiveness.
Work closely with the optimisation and digital teams to maximise customer opt-in rates, customer engagement and channel effectiveness.
Own segmentation strategy and targeting frameworks, ensuring customers receive relevant communications, incentives and experiences at the appropriate stage of their lifecycle.
Champion the adoption of modern CRM capabilities, including Bloomreach functionality, automation, behavioural triggers, personalisation, dynamic content, Data Science and AI-driven optimisation.
Identify and evaluate new CRM opportunities, technologies and innovations that improve customer experience and differentiate the brand from competitors.
Take overall accountability for CRM quality standards, including campaign sign-off, quality assurance processes and customer experience across all communication channels.
Represent CRM performance within key marketing and commercial forums, presenting results, learnings, recommendations and future priorities to senior stakeholders.
Ensure all CRM activity complies with relevant regulatory, compliance and GDPR requirements.
Qualifications
- You will be data driven with an unrelenting focus on customer value
- Experience of interpreting data learnings into insightful campaign execution
- Demonstrates clear leadership and establishes a positive and collaborative relationship with all stakeholders and takes accountability and ownership for the function.
- Demonstrates sense of passion and pride about own work.
- Inspires passion and excitement around shared goals, promoting environment of achievement.
- Ability to identify and prioritise Stakeholders, build strong relationships, and tailor communication to meet the stakeholders needs.
- Proven experience of decisive influencing at all levels of the organisation and cross-functionally, and of providing clarity and insight to complex discussions and debates in order to achieve resolution and understanding.
- Experience with Adobe Campaign or other large scale ESP delivering complex automation flows
- Basic technical HTML or SQl knowledge
- Excellent Excel skills
Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself
You’ll get a competitive salary combined with some great benefits.
Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered.
- Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.
We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.
#Interactive
Senior CRM Manager in Maidenhead employer: Rank Interactive
Rank Interactive is an exceptional employer located in Maidenhead, offering a dynamic work environment that prioritises employee growth and well-being. With a strong focus on performance marketing, the company provides comprehensive benefits, including life insurance and wellness programmes, alongside flexible working options to ensure a healthy work-life balance. Join a high-performing culture where your contributions directly impact customer engagement and commercial success.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM Manager in Maidenhead
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Rank Interactive and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Rank Interactive are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Rank Interactive on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Rank Interactive. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Senior CRM Manager in Maidenhead
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Rank Interactive. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Rank Interactive:Show us that you’ve done your homework! In your application, briefly mention what you admire about Rank Interactive’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Rank Interactive
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Rank Interactive will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Rank Interactive, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
