Senior Retention Specialist
This role identifies new marketing opportunities and works with supporting teams in scoping and implementing each opportunity. The Retention Specialist executes briefs, projects and initiatives that support the cross-sell and conversion strategy. The planning of these projects is managed in conjunction with the relevant stakeholders. They monitor and evaluate the success of every project, and recycle learnings as required. The goal is to execute on the player journeys that would improve and deliver optimal retention rates of the organisation’s products. The Retention Specialist is fully responsible to execute, analyse and act on learnings & business requirements. Maximising return on investment and retention rates. Implementation of initiatives to move players across platform or product where required, to ensure optimal player experience, and limit loss of revenue.
The Retention Specialist oversees the co-ordination and implementation of marketing activities to support the Conversion/Cross-sell strategy through support teams and external suppliers. They are also responsible for close co-operation and co-ordination between supporting teams and suppliers to ensure timelines and deliverables on all projects are met to expectations and within the expected deadline. They assess internal and external capabilities of staff and suppliers and then manage expectations of key stakeholders accordingly.
The Retention Specialist builds and maintain relationships with various support departments and service providers. They build excellent rapport with all levels within the organisation.
The Retention Specialist ensures all communication streams and activities are executed to maximum efficiency, addressing customer needs, and improving response rates. This role ensures that all communication touchpoints are optimally used and alter interventions where required.
This role is responsible for devising initiatives and offer strategies that deliver on customer expectations and support anticipated ROI per project/intervention. The Retention Specialist manages the finances and conducts forensic audits on all conversion initiatives and promotions. They then take the relevant actions and corrective measures if and when necessary.
The Retention Specialist proactively maintain a thorough understanding of competitors as well as the industry to identify opportunities and threats as they arise and act on them. They continuously maintain a thorough understanding of marketing services technology and best practices thereof.
- Identifies new marketing opportunities and works with supporting teams in scoping and implementing each opportunity.
- Executes briefs, projects and initiatives that support the cross-sell and conversion strategy.
- Monitors and evaluates the success of every project, and recycles learnings as required.
- Executes on the player journeys that would improve and deliver optimal retention rates of the organisation’s products.
- Is fully responsible to execute, analyse and act on learnings & business requirements.
- Maximises return on investment and retention rates.
- Implements initiatives to move players across platform or product where required, to ensure optimal player experience, and limit loss of revenue.
- Oversees the co-ordination and implementation of marketing activities to support the Conversion/Cross-sell strategy through support teams and external suppliers.
- Is responsible for close co-operation and co-ordination between supporting teams and suppliers to ensure timelines and deliverables on all projects are met to expectations and within the expected deadline.
- Assesses internal and external capabilities of staff and suppliers and then manages expectations of key stakeholders accordingly.
- Builds and maintains relationships with various support departments and service providers.
- Builds excellent rapport with all levels within the organisation.
- Ensures all communication streams and activities are executed to maximum efficiency, addressing customer needs, and improving response rates.
- Ensures that all communication touchpoints are optimally used and alters interventions where required.
- Is responsible for devising initiatives and offer strategies that deliver on customer expectations and support anticipated ROI per project/intervention.
- Manages the finances and conducts forensic audits on all conversion initiatives and promotions.
- Takes the relevant actions and corrective measures if and when necessary.
- Proactively maintains a thorough understanding of competitors as well as the industry to identify opportunities and threats as they arise and acts on them.
- Continuously maintains a thorough understanding of marketing services technology and best practices thereof.
- A credit and criminal record check will be conducted (required).
- A qualification verification check will be done (required).
DigiOutsource is a global iGaming technology and services company and part of Super Group (SGHC), the holding company behind the Betway and Spin brands. Headquartered in Cape Town, South Africa, with offices in London and Portugal, it provides software development, digital marketing, business intelligence, design and communications services that power leading online gaming brands. The company employs around 1,200 people across multiple continents. DigiOutsource was formed from the merger of the ForwardSlash and SpeakUp Communications businesses and operates as a key technology hub within Super Group.