Operations Specialist - CRM
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
We have an exciting opportunity to join our Customer Engagement team, we are currently looking for a CRM Operations Specialist to join the team.
The Operations Specialist works closely with the Operations Manager - Customer Engagement to develop and implement solutions that enhance the quality and efficiency of Marketing CRM operations. This position is responsible for contributing to the development and maintenance of training materials and resources and ensuring that the team is equipped with the knowledge and tools needed to deliver outstanding customer experiences.
Key responsibilities will include:
- Execute optimisations of CRM tools and platforms in line with the wider Customer Engagement strategy to ensure they are continually fit to service the changing needs of the Customer Engagement team, including but not limited to rebuilding queues/views and updates to contact automations.
- Provide support with escalations from the customer facing teams.
- Follow internal procedures, guidelines and policies especially around use of language as it relates to our Sweeps Model.
- Build and maintain the CRM team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times for all platform configurations and operational procedures, ensuring clarity and consistency across the team.
- Thoroughly digest and assess all product changes, releases, and compliance/business model language changes, in order to make the necessary adaptations to related processes.
- Collaborate with the CRM staff and Operations Manager - Customer Engagement to identify their needs and customer experience gaps and seek to solve them from an operational perspective. Ensure these needs and gaps are followed up on and closed out.
What you will bring to the role:
- Minimum of 3 years of experience in an operations role supporting an online customer service organisation.
- Expert knowledge of marketing technologies, tools and marketing CRM Platforms.
- 2+ years demonstrated success in handling marketing CRM operational needs.
- Demonstrated experience in mentorship, coaching or/and development.
- Braze proficiency is highly desirable.
- Salesforce or comparable CRM experience.
About VGW
VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.
With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.
As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.
At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.
Why VGW?
At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.
Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.
We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.
But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.
It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.
If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.
Find out more at www.vgw.co
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