(Position Filled) CRM Manager, online casino - London, and from home - Competitive Salary

JOB TITLE: (Position Filled) CRM MANAGER, ONLINE CASINO

SALARY: COMPETITIVE PACKAGE

LOCATION: LONDON, AND FROM HOME

The Role

• Working for the online arm of a prestigious land-based London casino, the CRM Manager is responsible to create, implement and optimise the CRM marketing strategy (beginning with the UK market) and standalone casino products, focusing on reactivation and retention of the customer base to drive lifetime value from the customer and deliver business growth.

• Basic working hours: 40 hours per week – flexibility required. Working from the office and home.

Key Responsibilities

• CRM execution: executives in a multi-channel and multi-vertical environment across multiple markets, handling both our automated player lifecycle program and all ad-hoc communications on a local level.

• CRM strategy: working with the Operations Manager and other key stakeholders developing multichannel contact strategies, lifecycle marketing plans, and tactical plans guiding campaign execution, including messaging frameworks, segmentation and targeting, socially responsible behavioural triggers, test planning and learning agendas to drive business growth.

• Marketing insights: In partnership with marketing manager and other specialists define, analyse, and interpret the performance of marketing programs to identify key opportunities for improvement; use internal data, research, industry insights, and a variety of quantitative tools to become intimate with and advocate for our players.

• In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.

Personal Characteristics & Experience

• Extensive experience in a CRM role, preferably with online/gaming gambling, VIP management.

• Demonstrable experience in leading in a multi-vertical and multi-channel environment.

• Experience in online Casino working with segmentation analysis and modelling of high value players. Understanding of enterprise email or marketing strategy, measurement, vendor ecosystems, industry trends and tactical approaches to driving customer acquisition and retention.

• Basic coding and editing and HTML email templates preferred.

• High intellectual curiosity, drive, and mature, proactive & positive ‘can do’ attitude.

• Previous experience in bonus configuration.

• Previous experience using Adobe Campaign and Playtech IMS.

• Experience of enterprise level CRM platforms.

• Knowledge of A/B test planning and analysis.

• Knowledge of customer segmentation and modelling approaches.

• Will work under pressure with tight deadlines.

• Ability to manage multiple high-priority projects in a fast-paced setting.

• The job holder will make decisions around which customer groups /segments are to be targeted for specific campaigns, the content that should be included within campaigns, analysis of activity and commercial interpretation of results and needed follow up actions. They should also have ultimate decision making and sign off that all pre-send procedures and checks have been completed before releasing campaigns to customers via e-mail or SMS.

• Maximise the creation & deployment of profitable assets/services, the enhancement of customer experiences/attractiveness, the maximization of customer gaming spends and new customer sources, the reduction of costs, the elimination of waste, and the measurable improvement of business processes and techniques.

• Excellent verbal and written communication negotiation skills required.

• Is an advocate for our players’ quality experiences.

• Working in partnership with key stakeholders, including marketing and New Business Director.

• All customers are assets and the job holder will become familiar with and advocate for our players.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Chief Operating Officer - Online Gaming - salary negotiable

Role:     (Position Filled) Chief Operating Officer
Salary:  Negotiable

The Company
• A well established and growing Online Gaming Company ae seeking a COO to create, implement and drive their expansion plans.
• The Chief Operating Officer is responsible for executing the organisation’s strategic blueprints and meeting KPI targets through the optimal, legitimate and responsible utilisation of its financial, technological, operational and intangible assets.

Essential Job Functions
• Directs and manages the overall operations of the organisation.
• Provides overall direction, coordination, and evaluation of all employees in the organisation.
• Reviews, monitors and analyses all service level agreements and holds suppliers accountable for the deliverables agreed to under these agreements.
• Monitors and enhances revenue of brands and initiates cost controls to meet budget projections.
• Reviews, monitors, analyses and makes recommendations for the operational activities within each brand.
• Carries out supervisory responsibilities in accordance with the organisation’s policies and applicable laws so as to ensure that all policies, mandates, regulations, contractual obligations and statutory requirements are strictly adhered to.
• Develops and enforces policies and procedures to protect the assets of the organisation.
• Performs regular financial reviews of the organisation’s operations, using the budget, operating statements, daily revenue reports and other analytical resources.
• Provides quarterly financial and operational overviews, insights, remedial actions, and recommendations.
• Maintains a stable, viable and sustainable corporate structure.
• Manages and maintains all banking and merchant relationships in support of the strategic goals of the organisation whilst safeguarding its assets
• Ensures a seamless operation of payments, legal instructions, and the flow of operational information, that minimises turnaround times.
• Recruits, retains, and manages such resources as are needed to reach strategic goals.

Required Knowledge Of
• Practices, procedures and processes related to online gaming operations
• Methods and techniques of strategic thinking and planning
• Financial analysis and projection techniques
• Budget control and revenue projections
• Supervisory principles, practices and methods
• Computer literacy
• Commercial acumen
• Risk management

Required Skills In
• Reviewing and analysing financial records and reports.
• Making effective decisions based on complex financial and operational information.
• Developing, implementing, and evaluating operational policies and procedures.
• Analysing and resolving problems and issues arising from the organisation’s programs, services, and functions.
• Supervising, leading and delegating tasks and authority.
• Establishing and maintaining effective working and commercial relationships.
 
Background
• Proven track record (3 or more years) in running a successful iGaming commercial operation.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Commercial Manager - London - Salary Dependent upon Experience

Job Title:   (Position Filled) Commercial Manager
Location:   London
Salary:    Dependent upon Experience

The Company
• A market leader in Game Data Science, using AI and machine learning to provide actionable intelligence to help our customers – games studios and casino operators - grow responsibly with measurable improvements that enhance the casino player experience for everyone. 
• Quality of service, independence, trust and deep expertise are at the heart of everything we do.
• We combine data, technology and consulting to offer Game Data Science as a Service to the global gambling industry.
• Our products and solutions analyse, understand and predict how players engage with casino games while our solutions empower casino operators and games studios to optimise their content portfolios.  
• We use the latest techniques in AI coupled with our global market network and knowledge to deliver results to our clients in a transparent and speedy manner. Responsible gambling is at the heart of everything we do.
• The team believes that understanding gameplay with a data lens is fundamental to providing an engaging and responsible player experience in casino.
• Game data is an under-utilised asset in the global gambling industry that can help build a more engaging and socially responsible casino experience for everyone. 
• We aim to help our customers grow responsibly in an increasingly competitive marketplace.  
• To help deliver our growth strategy through developing new engagements with casino operators and games studios, we are seeking to recruit a superstar sales and commercial leader who, in partnership with the CEO, will drive our commercial activities in an important phase of our journey. 
• We are an innovator in the global gambling sector, bringing a fresh approach to games management, building our reputation and client base in a progressive manner.  Interacting with the highest-ranking executives of the industry, you will strive to understand the strategic initiatives and business problems of our clients in order to educate and motivate them to embrace our data & service solutions.
• You will be managing the complete sales lifecycle and will be treated as a customer evangelist and our brand ambassador, collaborating with our technical, data and internal teams.

Role & Responsibilities
• The Commercial Manager role will seek to grow the revenues and profitability of the business, through attracting new clients and upselling / continuing existing accounts. 
• The role owns the commercial sales plan, as well as proposition development and the sales narrative. 
• The role will also lead client relationships from early conversations through proof of concept deliveries and into ongoing contracts. 
• Whilst primarily focused on working with clients, the role also acts as an important bridge between the Product and Data functions internally, ensuring alignment and client-driven deliveries and solution developments. 
• Selling and building the consultancy side of the business in a profitable, cash generative manner is a key focus for the role.

Overall Objectives
New business: Successfully attract new clients through co-ordinating external sales & marketing efforts, pursuing target lead accounts, leading pre-sales activities to credentialise the business and scope client needs / opportunities, defining relevant proposals and commercial terms, plus achieving closure. 
Manage, track and report against a clear pipeline. 
Deliver web-based and in-person sales presentations and demonstrations of variable technical complexity, responding to changing business needs
Client care: Maximise potential value of clients by developing trusted relationships, ensuring deliveries are relevant, demonstrate clear value and wow clients to exceed their expectations, whilst identifying and successfully engaging clients with continuation and up-sale opportunities
Product and business development: Maximise the revenue potential of the business, working with the CEO and senior leadership team to develop new capabilities and services to realise commercial opportunities, as well as defining new models, where relevant – both locally and internationally

Specific Areas of Focus

New Business
• Develop and own the commercial sales plan, generating new leads through identifying and targeting new clients, working to agreed targets of new client recruitment and revenue/profit generation. 
• Working in partnership with the CEO to target strategic, high-growth clients for products and services
• Lead new client engagements, positioning the company in the best way to spark interest, working with the technical team to identify the right opportunities for both the company and the clients before translating them into successful proposals that result in proof of concepts
Client Care
• Manage client relationships and consult of delivery of content during proof of concepts, ensuring the work lands on time, showcases the best of our capability, demonstrates the ongoing need for it and clearly articulates the commercial size of the prize for executing ongoing
• Skilfully navigate relationships to up-sell the right capabilities / opportunities, at the right time so that we are always seen as a trusted partner, focused on maximising the performance of our clients whilst maximising the value of relationships
• Monitor the P&L of deliveries to ensure we’re growing profitably and identifying any causes for concern, where relevant
• Business development
• Work with the CEO to plan and establish a number of service lines that are complimentary to the core AI product, including setting revenue forecasts, resourcing plans, go-to-market strategies and client acquisition
• Collaborate with the Product and Solutions Owners to influence the development of our technical capability, ensuring it’s as commercially relevant and attractive as possible and that the bridge and interactions between the technical and commercial sides of the business are as strong as possible.
• Play a pivotal role in the marketing launch and ongoing external communications programme to ensure that the marketing activities position the company as a market leader and innovator, supporting sales activities and directly influencing new business generation.
• Be informed on the industry, conducting desk research, as well as attending industry events to listen out for potential new competitors, as well as opportunities arising from any significant changes in prospective clients
• Bring new commercial proposition ideas to the table when possible to ensure we regularly consider how we can extend our set of services to maximise the potential of the business

Essential qualifications:
• Bachelor’s degree or equivalent in a related subject
• Experience in data science, gambling or in software sales (SaaS) preferred

Functional skills:
• Consultative Approach to Selling
• New Business Development
• Outstanding presentational skills
• Contract Negotiations
• Financial analysis
• Appreciation of data science
• Understanding of or interest in gambling

Personal Skills:
• Initiative, self-starter and bags of enthusiasm
• Ability to work independently with a strong sense of drive
• Flexibility to travel to customer locations for onsite meetings
• Support teamwork and create team spirit
• Build loyal relationships with colleagues and our clients and partners
• Act quickly on new ideas
• Set challenging goals
• Support and motivate
• Drive delivery excellence
• Develop and deliver practical solutions to problems
• Support learning and innovation

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Technician / Gaming Engineer - Dawlish & Exeter - £21K – £26K

Position:   (Position Filled) Technician / Gaming Engineer
Salary:   £21K – £26K
Location:  Dawlish & Exeter

The Company
A leading Operator of Adult Gaming Centres is seeking a talented Service Engineer / Technician to take responsibility for the maintenance and repair of their Electronic Gaming Equipment within one of their flagship sites.

Role Purpose
Effective control of all aspects of your technical area.
To support all terms of the Service Level Agreement. 
Forge and support communication lines with Operations Structure to aid concise information flow.
Promote and endorse the ability and service your team can provide.
To represent the company in a professional manner.

Personnel
To propose and manage weekly technicians rota.
Organise and control holiday entitlement.
Ensure appropriate daily site technical cover as per the Service level Agreement.
Monitor and actively prioritise machine faults.
Offer assistance in advance fault fixing.
Propose and Manage, weekly schedules for:
- Maintenance
- Presentation
- Mech / Reel / Glass cleaning
- Machine Moves
- PAT Testing
Check and Control levels and standards of Fault Repairs / Maintenance / Productivity.
Effect correct Stock Levels and Control.
Promote knowledge flow, with regular contact and meetings with other Technical Supervisors.
Evaluate and Implement any training required by:
- Scheduled personal one to one meetings.
- Assessment of Personal Development Plans (PDP’s)

Machine Management
To conduct servicing on all machines as dictated by the approved company standard.
To repair all faults, where possible, as dictated by the Service Level Agreement.
To notify your Line Manager of any faults that you are unable to fix.
To monitor and amend, where necessary, operating percentages as per Company Policy.
To liaise with the Central Stores facility for the order of any required parts.
To be responsible for your own development of machine knowledge.
To ensure all machines meet the required standards as per the Service Level Agreement.
To ensure maintenance is carried out on all machines as dictated by the maintenance schedule.
To undertake PAT testing, of all portable appliances, as dictated by the Service level Agreement.
To meet and exceed targets for:
- Servicing
- Presentation.
- Mech, Glass, Reel Cleaning.
To undertake machine moves to company standards and with limited disruption.
 

Customer Service
Ensure you greet and acknowledge all customers you come into contact with.
Ensure customers feel valued, learn their names and use it during conversations.
Where appropriate, provide advice and tips on playing the machines.
To professionally handle customers comments and complaints.

Legal
Ensure the company security policies and procedures are adhered to at all times.
Effectively implement, on a day-to-day basis, the Health & Safety and Social Reasonability training you have been given.
In line with current Gambling Laws “Think 21” at all times.
To be aware of and follow all legal and company policies and procedures as instructed.
Ensure Protection of the Company’s Licensing Obligations / Objectives.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM

(Position Filled) Casino Cash Desk Manager - London

Job Title:  (Position Filled) Casino Cash Desk Manager
Location:  London

The Company
• An opportunity to work at one of the most prestigious Mayfair Casinos as their Cash Desk Manager (CDM) is now available.
• The CDM a key position in the management team responsible for managing all aspects of the Cash Desk operation to ensure the team continue to make a significant and positive contribution towards business objectives

Role expectations include, but are not limited to:
• Service Values; role model, ensure customer needs are identified and customer service standards met by all members of the team at all times
• Program Administration; keep up-to-date product and program knowledge, ensure accurate and timely setup and settlement of patron trips by the team
• Supplier Relationships; responsibility to provide and maintain effective cash in transit & cash access services available to patrons, on favourable terms
• Standard Operating Procedures; maintain an effective control environment to ensure all transactions processed and assets protected in line with issued SOP’s, updated as appropriate
• Banking; all gaming cheques accepted, and all winners’ payment transactions are compliant and processed in an accurate & timely manner
• Provision of Information; ensure all patron records are maintained up to date and all Cashier communication is efficient and reliable to provide support to other departments
• Casino Management System; development of Intelligent Gaming’s CMS to improve the capability and efficiency of cash desk operations, including testing, audit & sign off upgrades
• Compliance & Audit; manage audit of Cash Desk operations against SOP's, provide monthly reporting schedules to Compliance, and manage external audit reviews.
• Process Improvement; identify and manage continuous improvement to Cash Desk policy, processes & procedures to achieve best practice, and support similar in other departments
• Team Resourcing; ensure the skills & experience required to deliver a high standard of operations are on rota at all times and delivered to budget
• Team Engagement; lead and motivate in a culture of high performance by establishing individual performance expectations, coaching, feedback, reward and recognition
• Team Strategy; manage development planning and ensure appropriate resources to support learning & training of team members and appraise performance against KPO’s
• Head of Department; represent the Cash Desk at an organisation wide level, report to Senior Management on team and business performance, and lead collaboration with other HoD’s

Qualifications, Skills and Experience - Essential
• Exceptional probity; credit clearance; ability to obtain and maintain a Personal Management Licence
• Demonstrated experience in cash handling, reporting and numerical skills
• Demonstrated experience in a senior cashier position
• Demonstrated ability to manage a Cash Desk operation, coach & develop direct reports
• Expert knowledge of & experience using IG’s Casino Management System
• Exceptional communication and dispute resolution skills
• Demonstrated ability to identify and respond to internal and external customer needs
• Demonstrated ability to work effectively in a team
• Highly motivated to develop and build strong relationships with a variety of stakeholders.

Qualifications, Skills and Experience - Desirable
• Experience with implementing & upgrading business systems; IG’s Casino Management System
• Experience working in a dynamic/commercial environment to deliver objectives
• Experience working in the premium casino and hospitality industry
• Intermediate Excel level

You must be over 18 and be eligible to live and work in the United Kingdom.

TO DISCOVER MORE CONTACT STEVEN JACKSON ON STEVEN@GRS-RECRUIT.COM