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About The Role

Role Purpose    

The role is to ensure that the delivery of CRM output from the Manila operation is optimised to suit the needs and requirements of all stakeholder CRM teams. This includes optimising process, resourcing, skills, training and liaison on all system developments alongside line management in Manila. The role also provides support and services to the CRM Planning teams in terms of system support, systems development, training and QA.


Point of contact for Sports, Gaming, Gala, Omni channel and Retail CRM team leads, and managing a team to support Training, QA and CRM systems development.


Key Responsibilities

  •  Oversee day to day CRM delivery output for all Ladbrokes Coral brands as briefed by CRM planning teams and Retail marketing team into Manila. Extensive liaison with the CRM Development Manager in Manila is therefore required.
  • Implement, maintain and continually develop a detailed work plan, including appropriate controls, governance structures, timelines, budget and quality outcomes.
  • Work with Delivery Manager in Manila to ensure appropriate resourcing to suit business needs, and support with task allocation if necessary in accordance with the CRM Plans devised by the teams.
  • Work with CRM teams to effectively ensure the information assurance and integrity of the Salesforce Marketing Cloud (and/or any other CRM platform), responding to issues raised.
  • Reporting all volumes and SLA delivery KPIs accordingly.
  • Develop relationships with peers across the business to ensure natural collaboration to deliver excellent campaigns and output from Manila.
  • Work within the CRM teams to deliver best in class service through development of CRM marketing processes and new capabilities from Salesforce to optimise all customer contact.
  • Issues management systems line of support; triage and carry out investigation of problems reported, resolve where feasible or escalate if needed.
  • Investigate CRM reporting issues and amend/optimize internal processes and support new reporting requirements: coordinate with BI.
  • Ensure Salesforce and Evergage/Qubit QA processes, forms, checklists, templates are maintained and kept in the product knowledge-base maintenance and development of training materials using GCI’s knowledgebase to store and share material.
  • Support the CRM Trainer to deliver the role ensuring they develop and maintain training plans, manage and track delivery to individual team members and facilitate recurring training workshops or adoption of new systems.
  • Work across the teams to identify knowledge gaps and delivery training to continually improve the team performance and in turn the service provided to the customer.
  • An inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced.
  • Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.


Specialist Skills and Experience Required

  • Proven experience of managing CRM activity, agency or client-side
  • Management skills to provide guidance to team's technical development
  • Experience to confidently communicate across cross-functional environments
  • Strong organizational skills and experience of balancing multiple projects at once
  • Evidence of strong people and project management skills
  • Very strong communications skills (written, verbal and presentation)
  • Experience with Salesforce Marketing Cloud
  • Betting & gaming industry knowledge preferable
  • Experience of leading or managing small teams
  • Substantial experience with technology and able to execute a level of understanding of technology to people of all levels
  • Ability to take a holistic approach to integrated systems
  • Critical thinking and effective time management
  • Customer Service focused, able to lead a team to deliver service to agreed KPIs
  • Ability to manage complex and interdependent processes