PENN Interactive · 2 weeks ago
Director, CRM
Philadelphia, PA
Full-time
Hybrid
Director/Executive
$140K/yr - $202K/yr
8+ years expPENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. The Director, CRM is responsible for defining and executing customer lifecycle strategies to enhance customer engagement and retention across various product verticals.
Gambling
Responsibilities
Lead the development, execution and management of the CRM strategy. Including automated segmented lifecycle campaigns that drive retention, loyalty, cross-sell, churn prevention, and win back across all channels
Analyze customer data, defining actionable segments and creating targeted lifetime value/customer life-cycle engagement campaigns and programs
Monitor competitor CRM and loyalty programs, testing and adopting best practices to continuously improve program performance, player value, and profitability
Operational responsibility of retained player marketing initiatives; player retention & re-engagement; promotion and bonus campaign planning and execution (incl eROI analysis); executing, reporting, and iterating marcomms plan (incl player bonus liability); content and creative management; and holistic marcomms omni-channel management (email, website, SMS, push, player inbox, phone, direct mail, and social)
Manage and scale the CRM Marketing team
Develop and enhance KPIs for managing and assessing the success of the CRM marketing channels, campaigns, and programs
Working closely with the marketing analytics team to build dynamic segmentation and build monitor dashboards to track and optimize CRM channel performance
Proven expertise in Mobile CRM, email, push, and social best practices, supporting promo execution with seamless end to end UX
Other duties as required
Qualification
Required
Bachelor's degree (B.S./B.A.) in Business Administration, Marketing, or related field
8+ years in a digital marketing CRM/lifecycle management role or equivalent combination of education, training and experience
Adaptable, analytical thinker who can work both strategically as well as in a hands-on executional capacity
Strong ability to manage simultaneous project streams and thrive in a fast-paced, evolving company environment
Innovative thinker who looks beyond the immediate competitive set for inspiration and ideas
Hands-on experience working with a variety of CRM tools
Excellent people management skills
Ability to meet deadlines and to work under the pressure of short time constraints
Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook)
Must have comprehensive knowledge of marketing systems and processes (included but limited to email, SMS, onsite messaging & CMS management, app and web push notifications, etc.)
Preferred
Demonstrated leadership experience in regulated online gaming or e-commerce marketing not required, but highly regarded
Passion for online betting is an asset
Benefits
Comprehensive Benefits package.
Education and conference reimbursements.
Company
PENN Interactive
Penn Interactive (PI) is an interactive gaming company. It is a sub-organization of PENN Entertainment.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
ERICA WILLIAMS
Human Resources Business Partner
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