Gaming and CRM Coordinator
As CRM and Gaming coordinator, the focus is to drive customer engagement, retention, and overall satisfaction through the implementation of strong campaign offerings and the use of all the tools available.
The role involves executing all customer campaigns by managing copywriting and configuring various communication channels, including email, SMS, WhatsApp, and web push notifications. Additionally, setting up bonuses, races, and raffles by campaign mechanics, ensuring meticulous quality assurance processes for each configuration. This includes conducting A/B testing to optimise performance.
Key responsibilities include monitoring KPIs related to gaming and customer engagement, using data analytics tools to assess player behaviour and campaign effectiveness. Regularly analysing customer activity trends to pinpoint strengths and weaknesses within the customer experience. This includes addressing issues such as bonus abuse and implementing appropriate restrictions to mitigate such behaviour. Additionally, taking necessary follow-up actions to enhance overall engagement.
The role requires staying current with the market’s compliance rules and always doing your best to comply. In addition to standard working hours, there may be a need to work on a roster along with other Coordinators to provide on-call duty for any campaign incidents that may arise.
Ensuring all key stakeholders are well informed on all activities planned for customers and their reasoning is crucial. Data should be shared as part of all execution plans and updates.
Documentation of all customer set-ups, training manuals and essential moments, such as a currency migration in your market, on Jira/Wiki is required. Identifying gaps in current campaign tool capabilities where efficiency is lost and recommending improvements is also part of the role.
Competitor analysis across devices, brands, and markets to ensure the best possible user experience and investigating gameplay, including big wins, jackpot wins and losses are also key aspects.
- Execute all customer campaigns by managing copywriting (when required) and configuring various communication channels, including email, SMS, WhatsApp, and web push notifications.
- Set up bonuses, races and raffles by campaign mechanics, ensuring meticulous quality assurance processes for each configuration.
- Conduct A/B testing to optimise performance.
- Monitor KPIs related to gaming and customer engagement.
- Use data analytics tools to assess player behaviour and campaign effectiveness.
- Regularly analyse customer activity trends to pinpoint strengths and weaknesses within the customer experience.
- Address issues such as bonus abuse and implement appropriate restrictions to mitigate such behaviour.
- Take necessary follow-up actions to enhance overall engagement.
- Stay current with your market’s compliance rules and always do your best to comply.
- Work on a roster along with other Coordinators to provide on-call duty for any campaign incidents that may arise.
- Ensure all key stakeholders are well informed on all activities planned for customers and their reasoning.
- Share data as part of all execution plans and updates.
- Document all customer set-ups, training manuals and essential moments, such as a currency migration in your market, on Jira/Wiki.
- Identify gaps in current campaign tool capabilities where efficiency is lost and recommend improvements.
- Compare casinos across devices, brands, and markets to ensure the best possible user experience.
- Investigate Gameplay, including big wins, jackpot wins and losses.
- Gaming experience (preferred)
- Team player (required)
- Keen eye for details (required)
- Good command of Microsoft Office (required)
Betsson is a diversified, multinational gaming group whose history dates back to 1963 and which is now listed on Nasdaq Stockholm. The group employs around 3,000 people of more than 75 nationalities across over 20 locations; Betsson AB is registered in Stockholm, while its operational headquarters in Ta' Xbiex, Malta, run the day-to-day business. Through brands such as Betsson, Betsafe and NordicBet, it offers casino, sportsbook and other gaming products in regulated markets across Europe, the Americas and Central Asia. Its proprietary technology supports a scalable model serving both B2C customers and B2B partners, with responsible growth and customer protection central to its strategy.