Head of Customer Marketing (CRM) Operations

Full time
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I.T., digital & online media services
1,001-5,000 employees
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We’ve got a brand new leadership role that will offer a unique opportunity to lead and shape the CRM operations function within our Marketing department!

About Us
Sportsbet is a leading Australian e-commerce business in the online wagering sector, bringing excitement to over 2 million Aussies. We do this by living our values to create an innovative entertainment brand, trailblazing products and best-in-class platforms that deliver great experiences to our customers.

We have over 1,300 team members at Sportsbet but as part of the Flutter Group, we’re a true global player.

Committed To Responsible Gambling

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

We’re proud to be the leaders in responsible gambling in our industry, not just locally, but globally.

About The Role

Reporting into the GM Customer Marketing & Media, the successful candidate will lead a team of 8 (CRM Operations Executives & Coordinators and Compliance Specialists) to execute and optimise CRM campaigns effectively to drive business and customer outcomes. The Head of Customer Marketing Operations is a highly experienced and capable leader. You will be accountable for ensuring operational excellence & compliance, overseeing end-to-end campaign execution and reporting.

Your role will involve innovating and improving how we take campaigns to market, fostering adherence to processes and efficiency within the team, as well as investigating and resolving any issues that may arise that impact CRM operations, such as technical or data-related challenges.

Responsibilities Include:

  • Effectively lead a team of 8 team members, delivering on customer outcomes, people development plans and strong team engagement
  • Work closely with Customer Marketing Strategy team to understand customer communications plans & strategies to deliver campaign execution against plans
  • Oversee end-to-end campaign execution, from comms approach, deployment analysis and reporting, to maximise campaign effectiveness and ROI.
  • Develop process & consistent cadence for monitoring and analysis of campaign metrics and KPIs
  • Ensure compliance with regulatory requirements, internal policies, and industry standards governing CRM campaigns, implementing appropriate governance mechanisms and controls (including preparation and execution of upcoming audits).
  • Provide regular reporting and insights to various stakeholders to communicate campaign design, performance & any results to drive decision-making and optimisation efforts.
  • Foster a culture of continuous improvement within the team, identifying opportunities to streamline processes, automate tasks, and enhance productivity.
  • Monitor & analyse upcoming legislation changes and their impact on CRM Operations

About You

  • Excellent CRM campaign build, monitor, optimize and reporting skills with strong understanding of channel management and best practises
  • A strong leader who puts your team and the customer at the centre of our strategy & who has a deep understanding of customer needs & preferences
  • Strong analytical skills, with the ability to interpret data and metrics to drive actionable insights and recommendations for campaign optimization.
  • Understanding of business operations & the ability to align CRM strategy with overall business objectives
  • Understanding of regulations (e.g., Spam Act, NCPF) and best practices for compliance in CRM operations.

The Perks

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

  • 25 days annual leave (that’s right, a whole extra week!)
  • Genuine flexible working policy with a $800 work from home office allowance
  • Weekly concierge service including free massages, manicure/nail appointments – all onsite!
  • Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a bar fridge for Thursday night drinks!?)
  • Tailored career development programs
  • Access to end of trip facilities with an onsite table tennis and pool table
  • Discounted gym memberships, and loads of internal events
  • Access to our Employee Assistance Program and a Circle In membership
  • Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

We encourage you to apply as soon as possible as we review candidates within 2-3 weeks of advertising. Be sure to check out our Life@Sportsbet Instagram page, Sportsbet LinkedIn page as well our careers website for more information and insight into our culture.

Our Focus on Diversity, Equity & Inclusion

We’re an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application or contact us if you’d like to discuss this in more detail.

If you think you’d be a great fit but don’t necessarily meet everything in the job description, please still get in touch.

Read more about our contribution to Flutter’s global Positive Impact Plan.

Need To Work Flexibly?

We know flex means different things to different people, let us know how we can support you to be your best.

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