The Customer Relationship Management Executive is responsible for strengthening customer relationships and increasing engagement by implementing effective retention strategies, targeted campaigns, and utilizing data-driven insights to improve the overall customer experience.

STM Consulting is a dynamic provider of customised services designed to enhance and optimise digital experience platforms, in the iGaming sector. We focus on innovation and client success, offering a comprehensive suite of solutions including digital marketing, graphic design, strategic consultation, data and analytics, CRM integration, customer support, and the development of robust, customer-centric ecosystems.

Driven by a steadfast dedication to sustainable growth and exceptional customer satisfaction, we are currently expanding our presence across the African region. As part of this growth, we are actively building our teams and welcoming new talented professionals to join our organization.

Job Overview:

• The Customer Relationship Management Executive is responsible for strengthening customer relationships and increasing engagement by implementing effective retention strategies, targeted campaigns, and utilizing data-driven insights to improve the overall customer experience.

• This role demands excellent communication skills and a strong passion for delivering exceptional customer service.

Key Responsibilities:

Campaign Planning and Execution

• Execute end-to-end CRM campaigns, including planning, content creation, audience targeting, scheduling, and reporting. 
• Ensure all promotional mechanics are error-free and compliant with company standards. 
• Collaborate with internal stakeholders such as Marketing, Product, and Analytics teams to align CRM activities with broader Marketing initiatives and business goals. 
• Launch and manage various customers’ journeys in coordination with the CRM Manager and other teams. 
• Execute campaigns across multiple channels, including Email, SMS, Web Push, and others.
• Credit customers’ accounts with cashback, bonuses, and rewards following established standard operating procedures.
• Manage and update onsite pages, promotional banners, Terms & Conditions, and other content across different sites. 

Campaign Optimization and Performance Analysis

• Continuously test and optimize campaign elements such as subject lines, messaging, creatives, and timing to improve open rates, click-through rates, and conversions. 
• Monitor campaign performance metrics, analyze results, and generate regular reports (Daily, Weekly, Monthly) for the CRM Manager. 
• Use CRM and analytics tools to extract actionable insights from player data, including behavioral patterns, preferences, and trends. 
• Conduct testing to refine targeting strategies and enhance overall campaign effectiveness. 

Data Management and Compliance

• Ensure the accuracy and integrity of customer data used for campaigns and analysis. 
• Minimize bonus abuse and promote promotion efficiency by consulting multiple reporting sources such as Power BI, S3 Bucket, Back Office systems, etc. 
• Ensure all activities comply with relevant regulations, industry guidelines, responsible gaming policies, and data protection laws. 
• Stay updated on industry trends, regulatory changes, and best practices, and incorporate these into CRM strategies. 

Customer Service and Ad-hoc Support

• Tackle internal and external customer complaints within established SLAs. 
• Support ad-hoc business requirements as needed, providing timely and effective solutions. 

Additional Responsibilities

• Demonstrate proficiency with various Marketing tools and platforms, ensuring effective manipulation and understanding different systems. 
• Provide insights and recommendations based on campaign data to improve future initiatives and customer engagement. 

Candidate Profile:

Qualifications and Experience:

• Previous experience in a high-standard customer relationship-focused environment.
• Proven experience with various CRM platforms and tools. 
• Demonstrated success in CRM or marketing roles, focusing on customer retention and engagement. 
• Strong analytical skills with the ability to interpret data and develop actionable strategies. 
• In-depth knowledge of customer retention and conversion techniques. 
• Experience managing high-volume processes efficiently. 
• Excellent customer service orientation and commitment to delivering quality support. 
• Ability to thrive in a fast-paced, dynamic environment, working effectively under pressure. 

 Key Skills:

• Demonstrates a high level of professionalism and composure, maintaining a calm and focused demeanor in high-pressure or stressful situations to ensure effective decision-making and problem resolution. 
• Exceptional organizational abilities, with a proven capacity to manage multiple tasks simultaneously, prioritize effectively, and meet tight deadlines without compromising quality. 
• Demonstrated experience working within an agency environment in a similar role, showcasing adaptability, client management skills, and a thorough understanding of industry best practices. 
• Outstanding oral and written communication skills, with the ability to convey complex ideas clearly and persuasively to diverse audiences, including stakeholders and team members. 
• Strong technical proficiency complemented by excellent presentation skills, enabling the delivery of compelling reports, proposals, and strategic recommendations. 
• Self-motivated and proactive team player, committed to collaborative success, with a consultative approach that fosters positive working relationships and encourages knowledge sharing.

What We Offer:

• Competitive compensation packages and comprehensive benefits.
• The chance to thrive in a fast-paced, rapidly expanding industry.
• A vibrant, collaborative, and welcoming work environment that emphasizes innovation and business growth.
• Ongoing learning, professional development, and clear career advancement opportunities.