OVERVIEW OF POSITION
The Assistant Customer Relationship Management Manager plays a critical role in supporting data-driven decision-making across the EGaming Clubs. This position is responsible for collecting, organizing, analyzing, and interpreting complex datasets to generate actionable insights, particularly in player behavior, campaign effectiveness, and operational trends. The role ensures timely and accurate reporting to various departments (e.g., Business Development, MarCom, IT, Finance), helping optimize business strategies and enhance customer engagement. It also includes maintaining dashboards, preparing data for executive decision-making, and collaborating with teams to support ongoing and ad hoc analytical needs.
Duties may include but not limited to:
- Collect, clean, and validate player data across platforms for reporting and analysis.
- Generate and distribute daily, weekly, and monthly reports related to player performance, campaign results, and service KPIs.
- Identify trends in player behavior, including segmentation, frequency, and preferences.
- Collaborate with Business Development, Rewards Club, MarCom, Finance, and IT teams to align on data sources and performance metrics.
- Develop dashboards and visual reports to support strategic planning.
- Track player visits frequency, turnover, and W/L performance across tiers.
- Follow up with teams regarding inactive players, birthdays, and special engagement triggers.
- Prepare guest data for personalized campaign follow-up.
- Perform data checks for loyalty program eligibility (Up/Down grade status).
- Assist in CMS data structuring and system accuracy (in collaboration with IT).
- Analyze and interpret feedback from player surveys and report to relevant teams.
- Work with marketing and design teams to provide performance data to guide promotions.
- Maintain and update player databases ensuring data quality and completeness.
- Support tournament and event planning by analyzing historical participation and preferences.
- Collaborate with Marketing Admin to ensure performance tracking of Business Development invitations and campaign outreach.
- Prepare materials, data insights, and documentation for executive reporting and strategic reviews.
- Perform any other responsibilities as required by direct managers.
QUALIFICATIONS INCLUDE THE FOLLOWING:
- Bachelor's degree in Data Analytics, Statistics, Marketing, Business Intelligence, or related field
- 4+ years of experience in data analysis, reporting, or business intelligence.
- Proficient in Microsoft Excel (pivot tables, charts, data analysis tools).
- Experience with BI tools (e.g., Power BI, Tableau) preferred.
- Strong analytical thinking and attention to detail.
- Ability to communicate complex data findings in simple terms.
- Familiarity with CRM, CMS, or similar platforms is a plus.
- SQL or data query language skills are advantageous.
- Comfortable working in a fast-paced, cross-functional environment.
