Engagement and Retention Lead

Role Overview: 

Our Engagement and Retention Lead would develop and implement strategies to drive Agent and Customer engagement, loyalty, and retention within the retail channels. Design, Implement and Monitor programs to increase Agent activity and Customer activity in shops. 

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. 

• Analyse 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 degree in marketing, business, or a related field. 

• Minimum of 4 years proven experience in customer engagement and retention, preferably in the retail or sports betting/gaming industry. 

• Strong understanding of customer behaviour, 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. 

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.