CRM Analyst

As a CRM Analyst, you will be instrumental in shaping global CRM strategies via statistical analysis and marketing science expertise to drive impactful outcomes which optimise our CRM programmes.

Based at our office in Malta, this opportunity offers a dynamic, multi-cultural environment with a global reach where your talents in advanced analytics techniques can shine to directly contribute to the success and growth of the marketing function.

We are keen to welcome candidates who are able to work independently, with a team player attitude, and demonstrate a proactive and adaptable style that responds quickly and efficiently under pressure.

You will be a trusted advisor and subject matter expert and will help promote best analytical practices and make recommendations on ongoing CRM campaigns across all regions, channels, and products with a particular focus on our exciting revamped Gaming product verticals. You will work closely with colleagues across Marketing and Technology, and clearly articulate findings from your data analysis, which empower your colleagues to make commercial decisions directly affecting the Company’s performance.

At bet365, we pride ourselves in delivering an exceptional customer experience across all of our territories. You will be a customer-centric and results-oriented individual leveraging your skills with confidence across complex CRM technology systems. You will be a personable collaborator supporting the creation of data-driven solutions to solve a range of analytical challenges.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

Preferred Skills, Qualifications and Experience

• Degree in a mathematical or statistical-based discipline or equivalent practical experience.
• Prior experience in marketing analytics or a data-driven CRM role and demonstrable expertise with customer acquisition, conversion, retention and reactivation strategies.
• Technical proficiency in R or Python programming languages is an advantage.
• Solid foundation in A/B testing and causal inference principles to quantify and substantiate the impact of marketing experiments.
• Deep knowledge and understanding of Casino products, gambling customer experiences and gaming KPIs accompanied with a passion for gaming.
• Strong numerical and analytics skills, with ability to extract insights from multiple data sources.
• Creative problem-solving abilities with a keen eye for pattern recognition.
• Previous exposure to CDPs/CEPs and Business Intelligence platforms, cloud data platforms, relational databases and writing SQL queries.
• Excellent written, verbal and visual communication skill with aptitude for data storytelling to convey ideas accessibly to non-technical stakeholders.
• Comfortable working in fast-paced environments with parallel complex projects and contexts.

Main Responsibilities

• Analysing data, generating insights and making timely recommendations to improve multi-channel CRM performance across a wide range of KPIs and topics.
• Performing statistical procedures to evaluate the impact of CRM treatments on target customer groups and optimise bonus cost expenditure on a variety of scales.
• Identifying opportunities to enhance customer experiences at every lifecycle stage.
• Co-creating customer value propositions to grow new acquisition and cross-sell conversion rates for our Gaming product verticals alongside commercial leads.
• Preparing and transforming big decision-driving datasets into storylines with clear messages to influence positive change and drive forward our commercial strategies.
• Leveraging, decomposing and monitoring the accuracy, precision and relevance of machine learning and AI models implemented and used by CRM.
• Promoting best practices in experimentation techniques and measurement frameworks for marketing effectiveness and ROI.
• Broadening the Company’s understanding of customer behaviours and segments to drive superior audience selection and personalisation strategies.
• Collaborating with a variety of data professionals on innovative and transformative CRM data projects.

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