The Rank Group has been entertaining Britain since 1937, from its origins in motion pictures to today's gaming-based venues and digital entertainment brands. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino.

We employ circa 8,000 people globally, with our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar, which is home to our existing Rank Digital function. We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering.

Rank Interactive are on a mission to create the leading UK multi-channel brands in the Bingo and Casino industry. We are passionate about our brands, products and players, we strive to deliver new and innovative products, campaigns and features that Excite and Entertain our players.

Our Mauritius office is a small and friendly environment built around brilliant people that encourage one another to share their ideas with an open-door policy.

Job Purpose

As a part of the Ops Delivery Operations team this role will support in planning and executing the CRM strategy across Ranks’ brands.
The key focus of the role will be the day-to-day delivery of CRM activities, putting the customer at the heart of everything we do, with the ultimate objectives of increasing loyalty, life-time value, cross-sell and reactivation whilst also reducing churn.

Main Accountabilities and Responsibilities

• To work with the Ops Delivery Manager to execute the CRM plan, sending targeted communications through multiple channels including Email, SMS and Push Notification
• Support the CRM Manager in the execution of the Customer Journey strategy, from initial ideation, through to set up and analysis of automated campaigns
• Day to day management of automated customer life stage communication journeys as appropriate, including update of content and data selection
• Work closely with the Promotional team to support the annual product and promotional calendars
• Create new campaign content and briefing relevant external stakeholders such as the Promotions team and Creative agency
• Take ownership of CRM Escalations process, liaising with the wider business to solve and document incidents
• Support the CRM team by applying stringent QA processes to all campaigns prior to deployment
• Maintain regular contact and updates with the customer solutions hub to ensure the customer experience and interaction across all channels are seamless
• Provide reports to the CRM & Ops Delivery Manager and wider business with regular detailed campaign analysis for all activity
• Working to map and document all automated customer journeys, including communications, content, data selections and offers

Knowledge, Expertise and Qualifications

• Business or analytics related field with a B2C background, ideally within gaming or entertainment
• Experience of using an ESP such as Adobe Campaign or SFMC is desirable but not essential
• Experience of executing a CRM strategy that proved significant reduction in churn and new active customer revenue contribution
• Ability to evaluate CRM campaigns to prove their financial worth to the business

Personal Qualities

• Demonstrates sense of determination and pride about own work
• Keen to work in a fast-paced environment as an integral part of a passionate team
• Positive attitude and keen to learn new skills
• Stringent attention to detail, ensuring all campaigns are delivered to the highest quality
• Able to quickly and thoroughly learn new systems and processes
• Ability to identify to build strong relationships with a range of stakeholders, and tailor communication to meet their needs• Demonstrates sense of determination and pride about own work
• Keen to work in a fast-paced environment as an integral part of a passionate team
• Positive attitude and keen to learn new skills
• Stringent attention to detail, ensuring all campaigns are delivered to the highest quality
• Able to quickly and thoroughly learn new systems and processes
• Ability to identify to build strong relationships with a range of stakeholders, and tailor communication to meet their needs
• Confident to challenge others to investigate and explore alternative solutions and ideas
• Analytic mind, and able to transform data into insight that delivers benefits to the CRM Team’s objectives

To find out more information, follow us over on LinkedIn!

Rank Group & Rank Interactive