CRM Manager, Canada

3 weeks ago

Toronto, Canada BetMGM LLC Full time

**CRM Manager, Canada**:

- Toronto, Canada_

**About Us**

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

**About the Role**

The CRM Manager, Canada will be leading the retention and CRM strategy for the Sport, Casino and Poker verticals for BetMGM Canada and is responsible to drive scalable customer engagement and retention within all products through data driven CRM retention strategies.

In this role, you will drive the localization of the overall CRM strategy that will focus on translating strategy to tactic, ideation, planning, segmentation and flawless execution of CRM promotions and communication through a highly segmented customer engagement approach matching the local promotional calendar plan and ensuring each promotion is amplified through targeted communication. This role will play a highly impactful part in driving engagement and ultimately customer growth and entry into new state launches.

Reporting partially to the Senior Director, CRM and VP Marketing Canada, this role will partnering closely with the US based CRM team, Canada marketing team, promotional teams, Creative team, Product/Technology, Partnership team and BI, you will be responsible for working collaboratively and cross-functionally in understanding the behavior of Canadian consumers and outline a strategy to engage and retain them and report back on performance.

**Responsibilities**
- Deliver a solid retention strategy for all Canadian customers, that will translate into tangible result and drive customer value.
- Maximize CRM budget and deliver positive ROI across the strategy.
- Influence product roadmaps to ensure cutting edge capabilities will be delivered.
- Leverage and amplify MGM and partnerships in the outline of the retention strategy.
- Ensure that promotions are consistent, attractive, cost effective, relevant and aligned with other areas of the business at all times.
- Ensure compliance with local regulations and legislation so that all risks within areas of responsibility are identified and managed effectively.
- Work with the VIP Team to define the contact strategies for VIP segments needed to deliver increased revenue from VIP and high value customers.
- Work closely with other functions within the CRM team to deliver a high-volume sports calendar of communications to multiple customer segments through multiple channels - ensure everything is delivered on time.
- Build ever more refined customer segmentations to drive activation, retention and growth.
- Work with the Data team, as well as work independently, to analyze and interpret campaign response, customer behaviors, and segment performance to optimize retention.
- Work with BI to work against a budget which seeks to optimize ROI and retention.
- Work with the Promotion Managers to craft a communications calendar leveraging content, offers and personalization to drive a steady flow of engaged customers.
- Educate our customer base about our gaming products, and their benefits through customer newsletters, event-focused content and more.
- Collaborate with Casino and Poker proposition teams to maintain consistent and holistic customer experience while increasing engagement and reactivation.
- Take ownership of all KPIs for your campaigns and segments and communicate results and recommendations to leadership team.
- Foster a collaborative, empowered and ambitious team which lives and breathes BetMGM company values.

**Essential Functions**
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time

**Qualifications**
- Minimum of a Bachelor’s in Marketing or Business Administration or similar. MBA MBA/master’s degree in marketing or management a plus.
- 5+ years of experience within marketing roles and preferably CRM.
- Strong leadership skills and management experience.
- Proven track record in delivering strong CRM and retention results.
- Flawless comprehension in the ability to outline a CRM strategy and a capability roadmap.
- Ex

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