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Senior Specialist, CRM

Posted 7 days ago

Job Details


Job Description

Senior Specialist, CRM

Location: Vancouver, BC, CA

Job Function: Sales and Marketing

BCLC exists to generate win-wins for the greater good.

For our people, our players, our communities, our industry, and our planet.

Lottery | Casino | Sports

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops

This is a Permanent, Full Time opportunity

Expected Salary Range: $84,981.00 - $106,227.00 - $132,784.00

Our typical hiring range will be +/- 5% of the midpoint shown above

Factors influencing this decision include qualifications and market conditions for the role

The Company

For over three decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence In our recently completed fiscal year, BCLC generated a record $1.6 billion in net income to the Province of B.C. to support First Nations, local host governments, health care, education and community programs across the province.

Job Summary:

The Senior Specialist, CRM is responsible for developing strategies that optimize the performance of data-driven marketing campaigns across the Enterprise as it pertains to customer relationship management (CRM). The role collaborates with enterprise stakeholders, marketing, and customer support to elevate the overall BCLC customer experience and develop a player-centric program that meets BCLC's long-term objectives. Additionally, this role will play a key role in the development of team culture, education on CRM best practices, mentorship, and training.

  • Develops strategies that optimize the performance of data-driven marketing campaigns across the Enterprise. Drives the optimization, and performance of data driven marketing plans, customer journeys and contact strategies.
  • Collaborates with internal business and product partners to develop and manage all key components of data driven marketing campaigns, customer journeys and contact strategies, including targeting and testing strategies.
  • Builds strong and trusting relationships maximizing value in interactions with stakeholders and partners.
  • Acts as subject matter expert and enables and implements best practices and emerging techniques in the field of data driven marketing.
  • Maximizes the efficiency of the CRM data to improve the customer experience.
  • Provides ongoing mentoring and training to team members regarding player lifecycles and segmentation.
  • Acts as a delegate for their leader as required.
Minimum Required Qualifications:
Education and Experience
  • Bachelor's degree in marketing or a related discipline;
  • 4-6 years relevant, related experience within a direct marketing environment (preferable in direct response marketing, CRM, or customer analytics);
  • An equivalent combination of education and/or experience may be considered.
Technical Requirements
  • Working knowledge of principles, concepts, practices and techniques in the areas of CRM and customer lifecycle developments;
  • Solid understanding of emerging trends and best practices in the field of CRM;
  • Proven experience in evaluating and executing customer campaigns and data driven marketing programs (mail, web, email, push, DM);
  • Well-versed in CRM Platform (Optimove and Salesforce);
  • Strong project management, time management and multi-tasking skills;
  • Strong analytical skills: ability to analyze business situations and develop creative and executable solutions;
  • Exceptional interpersonal skills with the ability to work cross-functionally to influence business practices and build stakeholder support and to work confidently with internal and external partners at all levels;
  • Highly self-motivated and ability to work effectively in ambiguous situations;
  • Advanced understanding of gaming, and the entertainment trends both within BCLC and other jurisdictions;
  • Ability to work in a fast-paced multi-level project-based environment with emphasis on timelines and delivery;
  • Excellent written and verbal communication, with strong presentation skills;
  • Strong business acumen with a results-oriented focus;
  • Excellent interpersonal skills and ability to handle situations with tact and diplomacy;
  • Knowledge and understanding of agile methodologies is an asset.
Portfolio Specific Accountabilities:

When working in Player Development this role:
  • Acts as subject matter expert regarding available reporting, manages requests with EI on behalf of the CRM team to optimize player lifecycle enhancement;
  • Collaborates with the marketing technology Product Owner to represent CRM requirements for custom builds and player attributes to be brought into Salesforce Marketing Cloud;
  • Works with CRM specialists to apply a player development lens using segmentation strategies and reporting insights across all CRM programs.
What's in it for you
  • Defined benefit pension plan which provides a recurring income you can depend on for life throughout retirement
  • We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
  • Professional development including education/certification sponsorship, in house leadership cohorts, LinkedIn Learning
  • See all our rewards here
However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong .

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out !

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more !

If you require accommodation so you can be at your best in the interview, please let us know: .

All candidates must be at least 19 years of age and legally eligible to work in Canada

Job posting will be open until 11:59 pm PST, Sunday, July 28th, 2024

About BCLC

Since 1985, BCLC has evolved into a full-spectrum gaming entertainment company that offers outstanding gaming experiences for British Columbians, including lottery, casino, community gaming and eGaming. One of BC’s top 50 employers, BCLC leverages off of its corporate values: integrity, social responsibility and respect. Our culture is one that embraces change, initiates opportunity and is passionate about growth. We believe strongly in spirited teamwork and pushing the boundaries of innovation. Our success is based as much on the dedication and hard work of our team as it is on the innovative games we offer and the ways in which we conduct our business. At BCLC we offer a comprehensive total rewards package; including competitive salaries, yearly bonuses, flexible benefits and rewards that come with being integral to our innovative and growth-oriented environment.

Application closing date is 2024-09-15

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