Vip Manager

3 weeks ago

Toronto, Canada Sports Interaction Full time

**Role Purpose and Key Responsibilities**:
Role Purpose

Taking a lead role within the CRM team, the VIP Manager will be responsible for Sports and Gaming VIP CRM.

The VIP Manager will be responsible for all CRM & VIP planning and execution for Sports Interaction brands. This role is responsible for the delivery of the communications in relation to the sports and gaming calendars, liaison with VIP team and roadmap and targets, to drive customer activity and engagement with our brands and products.

The VIP Manager will interact with stakeholders at all levels to execute effective business communication plans across different channels, products, and platforms. To drive and deliver the successful implementation of all marketing campaigns.

Key Responsibilities
- Work with Brand, Operations, Promotions, CRM Analysts, and VIP teams to plan and deliver CRM activity and campaigns, leveraging campaign performance reports and insights to optimize campaign delivery, target segments and messaging
- Planning and optimizing CRM strategies across products, channels and communications by using SFMC tool while analyzing touch points to maximize commercial opportunities to improve campaign success
- Work with colleagues to create a schedule of communications which underpin retail customer acquisition, retention and Reactivation and digital engagement for sports and gaming in conjunction with Sports and Gaming promotions team
- Manage a team of CRM professionals and provide development, coaching, objectives and goal setting, performance management and other people policies as required from time to time; ensure team is motivated, productive and fully compliant with all regulations, legislation and team values and behaviours
- Managing all CRM platform structures to ensure seamless CRM communications delivery throughout the customer lifecycle
- Ensuring the customer selection segmentation aligns with the campaign objectives and department KPIs
- Developing testing strategies for all aspects of the CRM using SFMC and/or any other CRM tool to ensure the most effective approach for the company and its products.
- Responsible for the selection, management and evaluation of all operational systems required to deliver the CRM plan, including target setting, KPI setting and evaluation, reporting and relationship building
- Responsible for ensuring that all CRM activity is sufficiently monitored, tracked and evaluated to monitor ROI and for delivering clear, concise and reliable reporting including periodic reporting, campaign reporting, team productivity reporting and ROI to drive informed decision making of future of activity
- Collaborate with colleagues in CRM in the interest of customer experience, campaign optimization and contact governance
- Participate in adoption/utilization of relevant technologies
- Track and drive omnichannel customer metrics including NDB, consequent deposits and proportion of digital business that the omni cohort contributes.
- Ensure that all activity delivered is consistent with the Brand guidelines and fully compliant with all regulatory and advertising guidelines in force for each brand/territory; ensure all media activity is approved by Compliance team
- Work with the CRM Operations and Development teams to facilitate testing of new products to ensure it is compatible with the CRM platform and that the CRM users can maximize the value
- Manage and control CRM campaign budget to ensure campaign ROI and commercial cost target are achieved and reported accordingly
- Provide weekly and monthly campaign performance reports and insight to optimize campaign delivery, target segments and messaging. Focus on T/O, Actives uplift, number of active days, deposit uplift, NGR uplift, SPH
- Tight process where all the copy and creative must be sign off by relevant teams
- Focus on key sporting events and be always align with the Tribe’s targets
- Provide management and direction to the team creating and embedding a culture where continuous improvement is embraced
- Ensure that all activity delivered is consistent with the Brand guidelines and fully compliant with all regulatory and advertising guidelines in force for each brand/territory; ensure all media activity is approved by Compliance team
- Work with CRM Operations team to effectively ensure the information assurance and the integrity of the CRM platform, responding to issues raised by this team and driving resolution serving as a 1st line for issues in CRM teams

**Qualifications and Educational Requirements**
- Degree level education is desirable.

**Specialist Skills and Experience Required**
- Proven experience of managing CRM activity, agency or client-side
- Extensive experience of customer data strategy development and management; strong appreciation of database marketing and the ability to specify data schemas and technology/tool requirements to deliver the CRM plan
- Experience in developing and executing plans with strong creative executions
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