Deputy Head of Sports CRM

Company Description

We’re one of the world’s leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 120 million customers in 26 languages.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of growth opportunities, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our global worldwide.

Our focus on In-Play betting has solidified our market-leading position, featuring more than 1.38 million In-Play sporting events a year. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe (750,000), we handle over 6 million HTTP requests daily and process more than 1.5 million bets per hour at peak.

Job Description

As Deputy Head of Sports CRM, you will work closely with the Head of Sports CRM to support the delivery of the CRM strategy across the global Sports business. You will oversee the day-to-day running of the Sports CRM department and provide leadership to CRM Coordinators, Country Leads, and Managers to ensure a high-quality customer experience.

We are seeking a strategic and collaborative CRM leader to support the Head of Sports CRM in driving team development, operational excellence, and customer growth. In this role, you will oversee the delivery of CRM roadmaps across the customer lifecycle, with responsibility for reducing churn, increasing yield, and improving customer satisfaction through relevant, personalised, and cost-effective communications. You will work closely with stakeholders across Gaming CRM, Product, Trading, Operations, and Marketing to shape customer journeys, optimise campaign performance, support product launches, and champion a data-driven, test-and-learn culture.

Qualifications

• Significant experience in CRM within the online sports sector.
• Proven track record of managing, mentoring, and developing high-performing teams.
• Strong analytical skills with the ability to interpret data and drive actionable, operational insights.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strong operational mindset with a customer-centric approach to decision-making.
• Solid understanding of regulatory requirements and best practices in the sports industry.

Additional Information

• Supporting the Head of Sports CRM in leading and developing the team, fostering a culture of innovation to meet growth objectives.
• Executing strategic CRM roadmaps and lifecycle management, including onboarding, retention, and reactivation, to reduce churn and increase yield.
• Enhancing customer satisfaction by ensuring promotions and user journeys are relevant, cost-effective, and aligned with broader marketing initiatives.
• Overseeing customer segmentation strategies to tailor initiatives and drive personalisation across diverse customer groups.
• Collaborating with cross-functional partners, including Trading, Product, and Gaming CRM, to ensure a unified approach to customer engagement.
• Managing customer communications across multiple channels, ensuring optimal use of marketing tools and keeping up-to-date with product developments to support key launches.
• Analysing and optimising CRM campaign performance, reporting on A/B tests and key metrics such as retention and customer lifetime value.
• Championing a data-driven culture by adopting a robust test-and-learn approach and applying insights to future campaigns.
• Acting as a key point of contact for stakeholders, ensuring plans are executed effectively and customer experience touchpoints are prioritised.
• Ensuring all CRM materials reflect brand values and strictly adhere to local regulatory and advertising standards.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.