Engagement & Retention Specialist at KingMakers

Role Overview: 

• As engagement & retention lead, you will be responsible for developing and implementing strategies to drive customer engagement, loyalty, and retention within the retail channels.
• The ideal candidate will have a strong understanding of customer behavior, marketing principles, and retail operations, with experience in the sports betting or gaming industry.
• The engagement & retention lead will work closely with cross-functional teams, including marketing, and customer experience, to design and execute initiatives that enhance customer experiences, increase customer retention, and drive revenue growth.

What You Will Be Doing:  

• Develop and implement engagement and retention strategies for the Agency Network, including customer loyalty programs, promotions, and campaigns, to increase Agent retention and overall customer lifetime value.
• Analyze Agent data and insights to identify trends, patterns, and opportunities for engagement and retention optimization.
• Collaborate with cross-functional teams to design and execute targeted marketing campaigns, offers, and promotions to drive Agent engagement and retention within the retail channels.
• Monitor and analyze Agent feedback, reviews, and complaints to identify areas for improvement in the retail customer experience and provide recommendations for action.
• Create and deliver Agent communications, including newsletters, emails, and other customer touchpoints, to drive engagement and retention.
• Conduct customer segmentation and profiling to identify high-value customer segments and develop tailored engagement and retention strategies for each segment.
• Monitor and report on key performance indicators (KPIs) related to customer engagement, loyalty, and retention, and provide recommendations for improvement.
• Stay updated with industry trends, best practices, and emerging technologies in customer engagement and retention in the retail and sports betting industry.
• Collaborate with the customer support team to address customer inquiries, resolve issues, and provide exceptional customer service to enhance customer satisfaction and loyalty.
• Support operations teams in implementing Agent-centric initiatives, such as loyalty programs, personalized offers, and VIP programs, to drive engagement and retention.
• Collaborate with marketing and data teams to conduct post-campaign analysis and evaluate the effectiveness of engagement and retention initiatives, providing recommendations for optimization 

What You Need for This Role:  

• Bachelor's or Master's degree in marketing, business, or a related field.
• Proven experience (3+ years) in customer engagement and retention, preferably in the retail or sports betting/gaming industry.
• Strong understanding of customer behavior, marketing principles, and retail operations.
• Proficient in using customer relationship management (CRM) tools, email marketing platforms, and other engagement and retention tools.
• Strong analytical skills with the ability to analyze customer data, insights, and feedback to inform strategies and initiatives.
• Excellent communication and presentations skills, with the ability to effectively communicate with cross-functional teams and stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Knowledge of retail concepts, terminologies, and industry trends.
• Familiarity with sports betting or gaming industry trends and customer preferences.
• Strong problem-solving skills and ability to develop creative solutions to engage and retain customers. 

 How you do it – Expectations for fulfilling your role:  

As a general rule at KingMakers we want people to be: 

• Customer Focus: We keep the customer at the center of everything we do.  
• Passion & Dedication: We are passionate about what we do, employing only smart, honest, dedicated, and results oriented team players.  
• Openness, Honesty & Directness: We embrace a culture of candor and work together towards the right solution whilst being open, honest, and willing to give and receive feedback, judgment-free. We play the ball, not the person.  
• Innovation & Big Thinking: We always look for ways to innovate whilst not losing sight of what's important. The bigger we think, the more we inspire, the better the outcome.   
• Ownership & Accountability: We think like owners. If we see a problem, we find a solution. We are pragmatic and always strive to do more with less. 
• Speed & Focus: We plan, we strategize, but mostly, we DO. Without doing, there is no progress, we can always change direction but only if we start moving. Fast beats slow.  
• Low Ego: The best solutions are achieved when we leave our egos at the door. We always seek opportunities to learn in every situation. No job too small.  
• Fun: On balance, we believe in having fun whilst working. We maintain perspective as best as we can, and together, we celebrate our successes.