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Customer Journey Optimisation Manager

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Job Industry:

Marketing, PR and Web Design

Job Location:


Job Description:

RecruitGibraltar are currently recruiting for a Customer Journey Optimisation Manager to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Customer Journey Optimisation Manager role?

The Customer Journey Optimisation Manager is a data driven specialist that works closely with the CRM, brand, Development and Creative teams to deliver high quality and sustainable customer experiences across the group in line with our brand proposition. You will lead on the identification and development of customer journey break points and optimise conversion funnels, with a view of implementing a fix.

The Customer Journey Optimisation Manager works in the Gaming Brand department and reports in to the Head of Customer Experience & Analytics and is the key owner of the customer journey roadmap and driver for constant improvement across all customer touch points.

What will you do as a Customer Journey Optimisation Manager?

Support in all stages of the customer lifecycle to the business looking at the new player journey, retention, CRM, churn, time on site and much more
Create reports multivariate testing and player analytics whilst providing analysis and providing recommendations for site and customer journey improvements and following up through to successful implementation
Lead tactical changes across our customer experiences that deliver added value to the customer and to the company; such as helping create a consistent customer approach or acting on customer feedback
Implement improvements based on primary and secondary research of our target Customers and Intermediaries to ensure that we learn from our customers and make customer focussed decisions
Own and manage the conversion funnel utilizing Google Analytics to determine drop off points and conversion issues and make recommendations on improvements
Engage and fully understand IT and Business strategy, ensuring they remain aligned; to ensure projects remain on schedule and you can communicate properly to either IT or business
Help optimize every step along the conversion process, from our email copy to the Landing Page to the signup and deposit path to increase KPIs for acquisition, churn and player activity
Making sure user journeys are sensible and feasible by working with the business to understand and simplify our business processes to ensure we deliver the easiest and most effective online service journeys. You’ll work with the technical teams to ensure these journeys can be implemented and you’ll be on the lookout for changes that make the online experience even better, so they help deliver the best customer experience
Individually and/or working with UX designers – you’ll come up with sketches, wireframes or page templates to illustrate the requirements. You’ll make sure they have a design that simplifies difficult tasks providing the simplest and easiest possible experience, helping customers manage their relationship with the brand

What do you know that makes you a great Customer Journey Optimisation Manager?

Experience working on web, mobile and digital projects within a marketing team
Background in customer journey design and implementation
Experience of Google Analytics advantageous
Experience working with customer journey development and working cross functionally at senior level.
Background in digital marketing, with an understanding of what makes a successful online customer journey within Online Gaming
Member of a Marketing Management team with key contributions to formulating and delivering strategy to meet commercial and budgeted objectives
Successful track record of meeting targets through use of conversion optimisation tactics
Creativity of problem solving with high degree of initiative and self-motivation
Ability to work effectively as part of both small teams and larger formal groups.
Detail focused but able to see the “big picture” and maintain progress
Excellent communication skills

Salary based on experience with bonus, an excellent relocation package and private healthcare.

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