We are growing and we are growing fast! When we launched our online lotto business in 2013 our office in Gibraltar had just 7 people, now, we have over 270 staff from 30 different countries. How have we done this?  We disrupt the norm, challenge ourselves and traditions, we might still be thought of as small but we consider ourselves mighty!  We are now active across four continents, with over 5.5 million users which makes us one of the most successful start-ups in Europe. Do you have a skill or talent to share with us?

Role: CRM Operational Excellence Manager

Location: Gibraltar 

Reporting to: Head of CRM

Contract Type: Permanent

Closing date: 25th June 2018

PURPOSE

• Ensure operational excellence as concerns system optimisation, communications execution and development, implementation and usage of new technical introductions/ developments.
• Help achieve monthly budgeted NGR for all products (lottery, scratchcard, games and instant win), from the entire customer base – both NVIP and VIP segments.
• Fulfil our CRM Vision: deliver an excellent end-to-end customer experience in everything we do.

RESPONSIBILITIES

• Lead, motivate and develop your team to continually optimise our CRM systems to achieve a win/ win for customer and company.
• Act as the ‘power user’ of all CRM systems – Silverpop, Qualtrics, Optimove, Mobivate, Other Levels and any other system employed in order to achieve CRM goals.  You are the ‘go to’ person to help with advice, trouble-shooting and optimising our use of systems so that we leverage all opportunities which they provide.
• Lead the implementation of all new systems and dev launches – ensuring a clear roll-out plan, QA check-list and training.
• On an ongoing basis, make recommendations on how we should improve processes, use of systems, campaign effectiveness and overall results.
• Provide ongoing guidance, advice and support to the CRM Campaign teams on campaign set-up, efficient implementation and best practice.  Keep manuals/ check-lists up to date – and ensure that knowledge is shared across all Campaign teams.
• Lead the QA of all customer communications across all touch-points for all campaign teams.
• Take ownership of CRM related incidents through to resolution.
• Assist your team with the gathering of customer understanding by employing all ‘qualitative’ customer insight channels; Qualtrics, Customer Services feedback, focus groups…  Ensure customer understanding is shared across all Campaign teams and stakeholders.
• Lead the development of our portfolio of incentives we can offer customers (bonus, media code, cash credits…).  Act as the custodian of the customer and CRM when working with the Dev. team; ensuring an excellent customer experience and also CRM efficiency (back-end).
• Ensure processes are followed as concerns brief to Development/ IT teams for new functionality.  Ensure a full specification document is provided which considers every element of the customer experience and back-end (including reporting).   Ensure that change requests are managed efficiently and effectively.
• Keep up to date on new systems in the market place in order to make recommendations to the Head of CRM on future developments.
• Provide weekly and monthly reports to update senior stakeholders on achievements, issues and opportunities.

• Assist with CRM project and task initiatives on an ongoing basis – acting as a key support for the Head of CRM.
• Identify key opportunities to enhance the end-to-end customer experience – assisting the Campaign teams with considering the journey and helping optimise this where necessary.
• Work closely with CRM Operations, CRM Campaign and VIP teams to ensure fruitful collaboration.

• Eagle Eye for Detail
• 5 years CRM experience and at least 2 years with team management experience.
• Experienced with some of the CRM tools such as Silverpop, Qualtrics, Optimove, Mobivate, Other Levels.
• Flexible – able to juggle priorities and work well in a highly pressured environment
• Team player – collaborative.

Lottoland Benefits:

• Competitive salary 
• Annual bonus
• 25 days holiday and 12 days Gibraltar bank holidays
• International premium healthcare
• subsidised gym membership within a variety of locations in Gibraltar 
• Weekly subsidised Yoga sessions
• Continuous learning/development opportunities and progressive career paths.

Cultural Fit:

• Lottoland is a dynamic, creative and technologically advanced organisation.
• Passion for innovation is a strength that is valued in Lottoland employees.
• Managers need to inspire and develop their teams to get the most out of them.
• Putting customers first is key to Lottoland’s success as is collaboration across the business.
• Employees are empowered to do their best but held accountable for their actions.
• Grit and determination is a prerequisite for all Lottolanders.
• Honesty, integrity and trust are a given.

Lottoland could be just the place for you. We like it here and we’re sure you will too! Our corporate website has lots more information - check it out!  www.lottolandcorporate.com