Senior Retention Specialist - Umhlanga at Hollywoodbets

Job Description

• Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories.
• From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
• We have an amazing opportunity for a Senior Retention Specialist. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for ensuring the continued engagement and loyalty of customers. The ideal candidate will focus on developing and implementing retention strategies, analyzing customer behaviour, and leading a team dedicated to maintaining and enhancing customer satisfaction and loyalty. This role is essential for maintaining a loyal customer base, and driving revenue growth.

With Hollywoodbets You Will:

• Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
• Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
• Grow with our development plans and culture that allows you to further your career.

You Bring:

• Minimum 2- 3 years’ experience in bulk mailing programs.
• Minimum 2- 3 years’ experience in a retention or customer loyalty role.

A Bonus To Have:

• Diploma or Degree in a related field.

What You’ll Do For The Brand:

• Develop and execute comprehensive customer retention strategies to reduce churn and increase customer lifetime value.
• Design and implement targeted retention campaigns, including promotions, loyalty programs, and personalized communication.
• Analyze customer data to identify patterns, trends, and key drivers of retention and churn.
• Use data-driven insights to refine retention strategies and improve customer engagement.
• Plan, execute, and monitor retention campaigns across multiple channels (email, SMS, in-app notifications, etc.).
• Evaluate the effectiveness of campaigns and initiatives, making data-informed adjustments as necessary
• Prepare regular reports on retention metrics, campaign performance, and customer insights.
• Present findings and recommendations to senior management.
• Ensure all retention activities comply with industry regulations and company policies.
• Stay updated on relevant legal and regulatory changes affecting the casino and sports betting industry.
• Ensure the CRM system is utilized effectively to segment customers and tailor retention strategies.
• Collaborate with other departments (e.g., Marketing, Customer Service, Product Development) to implement changes based on customer feedback.
• Manage a team of retention specialists, providing guidance and support to ensure high performance.
• Stay abreast of industry trends, best practices, and new technologies related to customer retention.
• Continuously seek innovative approaches to enhance customer retention efforts.

What You’ll Bring To The Team:

• Ability to communicate efficiently.
• Strong organizational skills.
• Proficiency in data analysis.
• Good attention to detail.
• Demonstrate a strong sense of accountability.
• Excellent report writing skills.
• Impressive business acumen and in-depth market awareness.