CRM Manager

Dungeon master… Is that you? As our new CRM Manager you will ensure that we deliver the best experience throughout the entire Player Journey. If we were Dungeons & Dragons, you would be the Dungeon Master, with one exception...you would make sure the adventure always goes smoothly. You can visualize in your head all the touch points a Player needs to go through. Do you see them? Now, you need to make the right inter-connections and build a case so other departments can see the light. You are an influential member of the Player Relations Management Team. As such, you swear to uphold the Holistic Player Journey. Every player is your VIP to protect, so no slacking.

Responsibilities

- You are Data aware. You are like Neo in Matrix; numbers have no secrets for you, you can find patterns and will use all that knowledge to take the best decisions possible.
- Email Campaigns, Automated Rules, A/B Testing, ESP providers, NPS scores... You eat these for breakfast. You know how to use them, control them and have them do your biddings.
- Your empathy allows you to put yourself into different kind of players’ shoes. You can mind map what their journey would be like, anticipate their needs and dream their wants. Our ambition is to personalize the Player Journey to a new level.
- You understand that Player Happiness leads to Loyalty, the Holy Grail. Your quest is to find it and to do so, you will use your creativity to devise new ways, repurpose old ways, build initiatives and programs with one objective in mind: reach that Happiness.
- Monitoring the health of the Player Journey will be vital to our success. That means, making sure your plans are coming to fruition and you get the necessary support to fulfill your ambitions. Reports will be made and most importantly, understood.
- Last but not least, it is all about Improving. You will be flexible in your approach and you will not be afraid to take risks, innovate, nurture your successes and learn from your mistakes.


Desired Experience

- 5 years’ experience within CRM software. It's OK if you haven't worked with the platform we have chosen, your skills are transferrable.
- Project management software like JIRA are trivial for you. Please state in your resume when you had experience of this.
- Have experience within (and a bit fanatical about) Player Experience. We have an relentless commitment to better the experience of our players on every level. You need to be a strong advocate for it.
- Your English is great and if you speak another language, it’s even better!
- You are a self-disciplined individual. Should you encounter roadblocks, that’s when you will call for help. If you need to, that is.
- Being part of a multi-disciplinary team, you will need to have an appetite for learning new things as well as sharing your expertise with your peers.
- Creative mindset. More than a desired experience.
- Honestly, nobody is perfect. We will make mistakes and learn from them. But for that to happen, we need you to be able to handle feedback and most importantly able to give feedback that could sometimes feel uncomfortable. That’s how we grow as a team.