Head of CRM

Our Marketing department (Global CRM team) is growing and we are looking for new talent to join us on our journey! 

We are looking for an experienced and passionate Customer Lifecycle Marketing thought leader to oversee all CRM activities for Yolo’s B2C brands. 

As the Head of CRM in Yolo, you will take overall responsibility for building the business’s customer management capability, spanning across all key lifecycle stages, to provide an excellent customer experience by clearly outlining engagement strategies at all touchpoints.

Working at our company means working at a young, international, and fast-paced fintech company that offers an ideal workplace for those who want to have a real impact on the growth of an organization and are craving responsibilities. It also means having lots of fun!

The role offers flexibility in location, with options including Tallinn, Malta, or Central London. We assure you that relocation support will be provided.

Your daily tasks will be

•  Supporting, leading, and maintaining team enthusiasm, inspiration, and
• passion, which in turn produces untapped creativity in connecting, engaging, and retaining players.
• Being responsible for the overall development and execution of CRM strategy. Right from onboarding new clients, nurturing them, retaining them and reactivating them, with a focus on enhancing their experience with Yolo.
• Implementation of global CRM and ownership of end-to-end client communication strategy, ensuring all comms deliver ‘on brand’ engagement.
• Ensuring Yolo brands have an up-to-date CRM operational toolkit that ensures smooth and efficient processes; leading the product development from a CRM perspective by giving input and requirements to the Platform Development and other delivery teams.
• Being responsible for the development and delivery of all CRM campaigns through existing channels and looking for opportunities to activate new channels.
• Managing and building new KPI scorecards which capture all relevant metrics providing a clear understanding of client engagement and growth and helping in identifying opportunities for optimisation.
• Working closely with the wider marketing, product and data teams to coordinate life/promotional messaging and customer experience comms and drive engagement across the business.
• Define and implement effective player segmentation and LTV optimisation (strategy and plan); thereby improving the current customer journeys and optimising those (automation, offering, channels, etc) and, where necessary, creating customer journeys.
• Creating and delivering innovative methods of reducing churn, increasing customer yield and customer satisfaction and engagement via exciting engagements, promotions and campaigns.
• Coordinating the technical and operational aspects of campaigns with the team, including setting up bonuses, free spins, massive global campaigns, segmentation and crediting other customer rewards.
• Responsible for defining a clear test plan and instilling a culture of ‘Test and Learn’ to improve campaign engagement and performance.
• Working in tandem with acquisition teams to nurture the conversion journeys for brand registration and for the next best action.

What we expect from you

• A solid background in CRM, with a deep understanding of its principles, practices, and technologies, preferably in a senior capacity within the betting industry.
• Experience in building and leading CRM and innovative customer engagement strategies (real-time marketing/In-app marketing).
• Ability to support global brands, diverse markets, and customer segments.
• A proven track record of using data to improve business outcomes.
• Excellent project, process and team management skills.
• The ability to see the big picture and impact Yolo's customer orientation and VIP focus across verticals.
• Proficiency in working with different stakeholders and cross-functional teams.
• Excellent communication skills in English, both written and oral.
• A willingness to travel, with availability for regular trips (Malta / London).

What will you find at Yolo Group?

• Generous learning & development package (personal development plan & trainings, company-wide knowledge sharing & trainings)
• Opportunity to invest in the Group’s own venture fund, Yolo Investments
• Focus on your well-being via monthly sports compensation, in-house gym and relaxing sleeping pods in our HQ, 3 health days per year, and private health insurance
• Celebrating together! Birthday day off, paid vacation days to celebrate personal life achievements, e.g., child’s first school day, engagement, marriage, etc.
• Comfortable offices with its own cafeteria in HQ, plenty of fruits, snacks, drinks, and good vibes
• Most legendary events and networking opportunities with colleagues across the whole Group
• Free parking at the office
• Relocation support

?* Benefits package may vary depending on the location

If you feel excited, but would like to hear more, don't hesitate to apply, and we will sort everything out as we go! 

Yolo Group brings next-level innovation to the worlds of gaming, fintech, blockchain, and more. Serving millions of users worldwide, the Yolo Group is committed to putting the customer at the center of the universe via a wide range of fun, fast and fair products and services. Powered by a team of 900+ Yoloers from 60+ different nationalities around the world, the Yolo's disruptive DNA is matched only by a desire to take everything we work on "to the moon".