Company Description

Tipico is an energetic, passionate, bold tech company, and we love sports! Tipico has recently expanded to the US market, establishing our headquarters in Hoboken, New Jersey. We are driven by our core values: passion, progress and trust. Our goal is to build the best possible mobile sports betting product in the industry, in order to amplify the emotions of millions of sports fans every day. LETS MAKE THIS INTERESTING! 

Job Description

Do you have a passion for customer relationship management? Are you up to date with the best practices and emerging trends in digital marketing retention and reactivation? Does working in a fast paced, collaborative environment make you contemplate leaving your current role?

If so, you are in the right place! We are looking for seasoned marketing leader to take responsibility for building the CRM retention marketing team at our fast-growing online sportsbook and casino.

The Head of CRM will report directly to the VP of US Marketing and will partner with a wide range of business and technology stakeholders across the company. As a senior leader in the marketing department, the Head of CRM will use their deep expertise to maintain accountability for all customer relationship and lifecycle marketing for Tipico as we expand our footprint across the US.

Key Duties & Responsibilities Include:

• Build the US retention marketing function from the ground up. This individual will effectively lead and direct the “art” and “science” of our customer relationship marketing strategy, enthusiastically championing CRM concepts and examples of success to senior leaders in all aspects of the business. 
• As the CRM and retention SME in the US, provide expertise, vision and leadership to define and implement customer relationship marketing programs and initiatives that successfully build profitable, long-term customer relationships across our sportsbook and casino brands in all channels. 
• Provide strategic direction for tools and technology to support the implementation and execution of the customer relationship marketing strategy. 
• Build and lead the team that defines and executes multi-channel, multi-product and multi-state marketing programs that cost-effectively increase the value of our customer relationships. 
• Lead and manage a robust retention campaign planning framework and bonus/promotional budgeting process to efficiently deliver on CRM and marketing department KPIs. 
• Partner with the marketing acquisition team to manage bonus budgeting and welcome offer plans. Develop effective journeys to nurture leads and convert them into First Time Depositors. 
• CRM/Retention content and creative management. The Head of CRM will maintain a close relationship with marketing and communication partners to ensure US brand alignment across all customer touchpoints. Develop an intimate understanding of brand nuances, category and seasonal marketing priorities. 
• Lead, develop and execute the design and implementation of a customer segmentation system and targeting for each of our products. Identify customer lifecycles, calculate LTV and develop key customer segments. 
• Partner with data and business intelligence teams to champion database marketing analytics, such as statistical modeling, customer profiling, segmentation analysis, and other analytical techniques to improve customer retention engagement and loyalty. 
• Drive test-and-learn initiatives plus A/B tests within CRM activity, and across the marketing department. 
• Ensure the best possible customer experience during the whole lifecycle from registration to becoming and maintaining VIP status.
• Deliver a customer centric VIP strategy with a strong sales focus. 
• Work closely with the Sportsbook Product team and Customer Service team to ensure a well-coordinated player experience and fast solutions to player queries. 
• Hire, lead, coach and mentor a talented team of CRM employees. 
• Maximize the team effectiveness by increasing automations and making best use of available tools. 
• Ensure all communications meet legal and regulatory standards.

Qualifications

• Minimum 5-10 years of relevant working experience in a similar role in the areas of CRM and VIP, preferable in the Online Wagering industry
• Experience in creating and continuously improving customer segmentation, automations and CRM lifecycles 
• Experience performing A/B tests with a strong ability to turn the outcomes into new actions
• Knowledge in leading a multi-channel communication strategy, including channels like email, SMS, website, push, phone, direct mail
• A strategic thinker, but also willing to roll up your sleeves to execute in a lean and agile start-up environment 
• Excellent verbal and written communication skills
• Strong stakeholder management and influencing skills
• Demonstrated track record of problem solving and advanced analytical skills
• Strong presentation skills and highly structured and organized. 
• Highly data driven with a very good understanding of numbers
• Strong understanding of gaming industry, processes and structures
• Good understanding of the development and technology release processes 
• Goal-orientated and results driven with the ability to see the bigger picture 

Additional Information

What's in it for you:

• Work in an environment where you, your work and ideas matter and have an impact 
• You will be a be part of one of the newest and up and coming USA online sports betting companies in the market
• Work in a new and young business with high growth potential 
• Build your own success story together with us 
• Work with self-organized, self-responsible and entrepreneurial employees 
• Start-up feeling, backed-up by a leading European sports betting house. We are a high-volume business and are taking off in the US!
• Competitive salary, 401k match, unlimited PTO, Medical, Vision, Dental Benefits, and more!