Prepare and own a strategic monthly VIP CRM calendar tailored for Casino and Sports customers, leveraging analytics to drive data-informed decisions;
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Control VIP CRM revenue targets and bonus budget allocation, ensuring alignment with overall business objectives;
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Monitor bonus cost versus incremental revenue and ensure positive campaign ROI, optimizing incentive structures to maximize margin efficiency;
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Develop, implement, and continuously optimize VIP lifecycle journeys (Onboarding, Growth, Loyalty, Churn Prevention) with clear KPIs for retention, ARPU growth, and LTV;
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Plan, execute, and optimize campaigns for VIP upselling, retention, and reactivation on a daily basis;
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Collaborate closely with VIP Account Managers to align automated CRM flows with high-touch manual outreach, ensuring a seamless and personalized player experience;
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Manage communications across email, SMS, push notifications, and in-app messaging channels, ensuring consistency and relevance;
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Track, measure, and report on key performance metrics including Retention Rate, Reactivation Rate, Churn Rate, ARPU, LTV, and monthly revenue flows;