Retentions Manager (Permanent)

Are you an experienced Retentions Manager with an excellent knowledge of CRM systems? Are you looking for a challenging new role?

If the answer is YES, Panserve want to hear from you! We are currently looking for a Retentions Manager to join our team in Brighton.

Here at Panserve, we recognise that our people are the key to our success. We are able to offer the successful Retentions Manager a salary of £35,000 - £45,000 plus benefits including:

• Bonus
• Pension
• Private medical cashplan
• Eyecare vouchers
• Death in service
• Retail & Hospitality vouchers
• Cycle to work scheme

Your new role:

Reporting into our Head of Retentions, the successful Retentions Manager will be responsible for delivering the player retention and CRM strategy as part of the overall retention strategy with the aim of driving commercial performance. Your new role will span a broad range of responsibilities including:

• Continuously managing the CRM system to streamline processes and improve customer journey.
• Proactively undertaking competitor analysis to recommend improvements to the system and potential business opportunities.
• Devising and executing schemes and interventions to prevent customer attrition, increase loyalty and reduce churn.
• Engaging customers through multiple communication channels to increase satisfaction, improve conversion rates, prevent attrition and maximize customer life cycle.
• Producing performance and strategic reports for Senior Management.
• Continuously monitoring team performance in order to achieve and surpass KPI’s and SLA’s; offering constructive encouragement and advice to guarantee team targets.
• Developing the CRM team through coaching, mentoring and continuous feedback. Acting as a mentor and role model.
• Actively assisting with recruitment, orientation and training activities as required

Who we are looking for:

As our ideal Retentions Manager, you will have an excellent understanding of CRM systems and processes and customer segmentation. You will have experience of implementing precise test and learn methodologies to optimize campaign performance. You will also have the following skills:

• 2-3 years’ experience
• Direct management experience
• Ability to delegate
• Understand complex and multi-layered reports.
• Previous experience within online gaming and betting.
• Customer focus and commitment to service excellence.
• Excellent relationship building skills
• Excellent verbal and written communication skills in English, including good report writing skills.
• Solid numeracy and analytical skills.
• Proactive and results driven approach.
• Good organisation and prioritising abilities.
• An understanding of how legislative changes can affect customer communications and adapt quickly.

Desired Skills and Abilities

• Knowledge of Sportsbook and Casino
• Interest in and knowledge of sports

Who are we?

Panserve Limited has been providing first-class support services to the online betting and gaming industry for over 17 years including the Marathonbet brand. Some of the areas we specialise in are marketing, quality assurance, finance, customer service, anti-fraud and compliance.

Our Marathonbet brand has established itself in the UK and globally for both Sportsbook and Casino based products which operates in multiple jurisdictions. The brand is currently in 94 countries and has 4 million registered users which will continue to grow due to our future expansion plans. Marathonbet also boasts a number of sponsorships within the world of sport including Manchester City FC, Girona and Seville FC to name a few.

If you have the skills and experience to excel as our Retentions Manager, click apply!

No terminology in this advert is intended to be deemed discriminatory. We are happy to accept applications from all suitably qualified persons regardless of their age, gender, race, religion, disability, sexual orientation or marital status.