CRM Director

I’m interested


Hoboken, NJ

Contract type


Job description

As the CRM Director you will work closely with the VP of Performance Marketing to drive customer value maximization through CRM channels. You will be working jointly with Operations and Trading departments to execute the customer contact strategy and build an industry-leading CRM team.

What You Will Do:

  • Manage CRM budget across all engagement channels, including emails, app, onsite notifications and external properties
  • Manage CPAs to budget, and adapting business practices based on the quality of the traffic acquired
  • Pave the way for personalization strategy for William Hill
  • Lead relationships with key partners (e.g. CRM platform) on a day-to-day basis
  • Collaborate and maintain strong relationships with marketing leads (e.g. Acquisition, Brand, Marketing Ops, Analytics and Technology)
  • Create an Agile marketing environment with daily stand up and live performance management
  • Oversee campaign performance analysis, track KPIs and identify areas for improvement, reporting regularly to the VP of Performance Marketing
  • Lead the CRM team in defining and managing strategic goals and deliverables for digital channels
  • Drive a culture of change, innovation and exploration: a forward thinking team that is more curious about what they don't know that what they do know
  • Ensure successful and in-budget execution of CRM strategy by managing internal escalations and debottlenecking with internal and external partners

What You Will Need:

  • Bachelor’s Degree required
  • 8+ years of experience in digital marketing for a large scale brand; 4+ years' experience in a leadership role driving large scale CRM digital media strategy
  • A keen interest in sport and media
  • Knowledge of the sports & gaming industry is a plus, but not essential
  • Experience in managing agency relationships and in planning of email, personalization and CRM systems
  • Comprehensive working knowledge of all areas of performance marketing, including email marketing, in-app personalization & landing page optimization
  • Expert knowledge of digital marketing principles such as funnel optimization UX and experience in running A/B tests for campaigns and deriving customer insights a major plus
  • Exceptional troubleshooting skills and should thrive in high expectation scenario with many stakeholders
  • Exceptional communicator who inspires the team and can engage CxO level audience on relevant topics in a time efficient manner
  • Passion for digital marketing innovation and ability to constantly reinvent and test new approaches and new technologies.

“William Hill provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, pregnancy, veteran or military status, genetic information, sexual orientation, gender identity or expression, marital status, civil union/domestic partnership status, familial status, domestic violence victim status, or any other legally recognized protected basis under federal, state or local laws.  William Hill complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.”