CUSTOMER RELATIONSHIP MANAGEMENT (CRM) RETENTION SPECIALIST

SUMMARY:
A customer retention Specialist with 3-5 years of experience, to develop and implement data-driven strategies to retain, engage and nurture the existing 4racing player base, while contributing to the overall growth of players and revenue.

POSITION INFO:

KEY PERFORMANCE AREAS:

Player Engagement and Retention Strategy

Player Retention

Monitoring, Evaluation and Reporting

•Develops and implements comprehensive player engagement and retention strategies aligned with overall business objectives

•Collaborates with Marketing, Acquisition, Product and Customer Support teams to ensure retention initiatives are fully integrated and effectively executed

•Analyses player data to segment audiences and tailor retention strategies based on preferences such as game type, deposit behaviour and engagement patterns

•Creates personalised, relevant and engaging content aligned to player segments, value and preferences

•Plans, manages and delivers multi-channel CRM campaigns (e.g. email, SMS, push, in-app) to increase player engagement and time spent on the platform

•Works closely with Product teams to ensure a seamless and optimal player experience across all customer touchpoints

•Manages and optimises the use of Optimove (or similar CRM platform) to track player interactions, preferences and behavioural trends

•Drives consistent improvements in player engagement and retention, with a focus on increasing month-

on- monthly activity:

 Deposit value.

Number of deposits.

Active players.

• Improves overall business retention rates through:

The development of a strategically coherent retention roadmap and test plans Ongoing competitor and

market research.

The design and implementation of new retention triggers, including bonus mechanics and promotional

types.

Deliver of regular pre- and post campaign measurement, insight and analysis

• Month on month retention rates and waterfall reporting.

Player value analysis.

Bonuses spend and distribution management reporting.

Channel retention effectiveness / efficiency - SEO vs affiliate traffic.

QUALIFICATIONS, EDUCATION AND KNOWLEDGE:

• Bachelor’s Degree (NQF Level 7) Marketing / Business / Data Analytics / related field
• 3 – 5 years’ experience in CRM / retention / lifecycle marketing / customer engagement roles
•  Proven experience in omni-channel campaign marketing
• Experience within online gaming or betting environments will be advantageous
• Strong understanding of CRM systems and lifecycle marketing
• Advanced analytical and data interpretation skills
• Strong commercial acumen with a focus on customer lifetime value
• Ability to translate data insights into actionable retention strategies
• Excellent stakeholder management and cross-functional collaboration skills
• Strong written communication and copywriting capability
• Innovative, test-and-learn mindset
• Strong attention to detail

BEHAVIOURAL COMPENTENCIES:

• Team player
• Organised
• Detail orientation
• Results driven
• Respect
• Professional
• Logical
• Reliability
• Adaptable
• Proactive