Hybrid working: 2 days in the office per week
The Role
We are looking for an experienced and dynamic Head of CRM to lead the newly created Campaign Operations team. This team will own the end-to-end implementation of the Retention team’s plans, building and implementing customer communication across LiveScore Bet and Virgin Bet channels. Reporting directly to the Director of CRM, you will manage a team of CRM Managers and Executives, overseeing implementation of the Retention team’s customer strategy, as well as owning the group’s CRM tool suite.
This role offers a unique opportunity to help scale our operations during an exciting period of growth. If you're passionate about building processes, optimizing workflows, and empowering a team to drive operational excellence, we want to hear from you!
At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fuelling fan’s passion for sport driving us to the top.
We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.
As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.
We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!
Key Responsibilities
- Build a robust briefing process to be followed by requesting teams – Campaign operations team should receive the campaign objective, segmentation details, user journey, bonus offer details and validity, terms & condition, etc. The briefing process needs to be seamless while capturing all essential details to allow error-free implementation
- Lead the creation and implementation of all marketing campaigns across CRM and promotions channels
- Own the campaign implementation process, including campaign planning (based on the requestor’s requirements) copywriting, testing, segmentation, launching, and performance reporting.
- Build a robust QA process to ensure we are compliant and have zero error in campaign implementation.
- Create and manage dynamic, personalized, and automated campaign workflows across all channels (email, SMS, push, etc.).
- Own the group’s CRM tool suite, collaborating with product, data, and technology teams to ensure smooth implementation and troubleshooting.
- Be the main point of contact for CRM tool vendors, ensuring the tech stack aligns with business goals and supports team operations.
- Act as the escalation point for critical issues (P0s) related to CRM tools and marketing operations.
- Build thorough documentation on tool requirements, tool working, compliance rules by market, technological upgrades, etc. Additionally drive the team to document any changes made to user journeys and inform relevant teams accordingly
Process Optimization
- Establish and maintain rigorous A/B testing processes to optimize campaign performance, including email design, messaging, cadence, and timing.
- Drive continuous improvement through data-driven insights, feedback loops, and optimization recommendations for all lifecycle and email campaigns.
- Stay on top of industry trends, tools, and best practices to continually optimize campaigns and processes.
Team Leadership:
- Lead and mentor a team of CRM Managers and Executives, providing guidance on automation best practices, campaign creation, and data governance.
- Manage team performance and ensure the achievement of quarterly objectives, aligning with overall business goals.
- Foster professional development by identifying skill gaps, providing training opportunities, and offering continuous feedback to team members.
- Assist with onboarding of new Martech systems and drive team adoption of new tools and processes.
Skills, knowledge and experience
- Proven leadership experience in a CRM, marketing operations, or campaign management role, preferably in a fast-paced or high-growth environment.
- Strong leadership skills with experience managing teams and driving cross-functional collaboration.
- Deep knowledge of CRM tools, marketing automation platforms, and MarTech systems
- Experience in A/B testing, optimisation, and using data to inform decision-making.
- Excellent communication skills, with the ability to distil complex data into clear and actionable insights for stakeholders.
- Ability to manage multiple projects simultaneously and thrive in a fast-paced, results-driven environment.
- Familiarity with the betting/gaming industry is a plus, but not essential.
What can we offer?
- Company Performance bonus
- Hybrid working for all staff with flexible working opportunities
- Private Healthcare scheme + Employee Enhanced Assistance
- Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
- Subsidised gym membership
- Life Assurance (x3 salary)
- Contributory Pension Plan
- Daily snacks, quality coffee, soft drinks and regular socials
