Job Summary: This role is critical to our organization, demanding extensive experience
in lifecycle planning, forecasting, data analytics, business intelligence, promotions
strategy and advanced marketing automation technologies. We are seeking an
accomplished leader with a proven track record in retention and loyalty marketing,
ideally with relevant industry experience, who can bring innovative strategies to foster
customer loyalty, maximize retention, and enhance lifetime value.
The Director of CRM will report directly to the VP of Marketing, manage a growing
team and collaborate closely with the broader leadership team to manage and elevate
the customer experience. This role will focus on crafting a comprehensive retention
strategy that seamlessly integrates customer insights, data-driven decision-making, and
personalized engagement. By creating and owning a detailed retention marketing
roadmap, the Director will set a clear vision for driving loyalty and optimizing the long-
term relationship between High 5 Games and its customers. This position is ideal for a
results-oriented professional who thrives in dynamic environments and is passionate
about shaping the future of retention marketing at a leading gaming company.
About High 5:
Join the leader of the fastest-growing segment of online entertainment – Casino Gaming.
Developing for the land-based, online, mobile, and social markets, High 5 has created
hundreds of games that are played in 150 countries on six continents. High 5 is actively
building out the most entertaining social casino gaming experience on both web and
mobile platforms, offering a very dynamic, multi-disciplinary, high-learning environment
for you to grow within.
High 5 employs a diverse and eclectic group of talented professionals, from brilliant
Mathematicians, Software Engineers and Game Designers who construct the technology
platforms, to decision-enabling Data Scientists who aggregate data feeds from around
the globe, to universe-expanding Artists whose imaginations allow them to craft intricate
new worlds. Life at High 5 is anything but ordinary. See us at
https://www.high5games.com/
Supervisory Responsibilities: (enter only if applicable; if not applicable, list none or
remove this section altogether) CRM team of 2 + 1 new hire.
Duties/Responsibilities:
Retention Strategy Development: Establish and champion a clear, data-driven
retention philosophy that sets High 5 Games apart, emphasizing loyalty-building
initiatives supported by well-defined metrics to track and achieve retention success
and CLV.
Customer insights and analysis: Implement rigorous segmentation strategies to
deliver personalized experiences and increase the frequency of engagement among
key customer groups. Understand competitive products and minimize customer
churn.
Program and Campaign Management: Strategically plan and deliver high-
impact campaigns and contribute to oversight of customer incentives to drive
player retention and reactivation. Tailor campaigns to account for the nuances of
seasonal trends, state-specific characteristics, and customer preferences, with a
strong focus on reducing churn.
Cross-Functional Collaboration: Partner with cross-functional teams, including
technology and product teams, to develop and execute a robust roadmap for
marketing automation, data integration, and innovative technology solutions that
enhance retention strategies.
Optimize Bonus and Promotion Experiences: Manage and refine the customer
experience surrounding bonusing and promotions, working closely with the
product team to improve player-facing tools and automation, driving engagement
and satisfaction.
Customer Experience Optimization: Evaluate the health and progression of the
customer base, optimizing onboarding journeys for new players. Leverage insights
to activate and nurture the customer file, enhancing the long-term value and
engagement of each player segment.
Foster Innovation in Engagement Strategies: Maintain a forward-thinking
approach to retention by testing and implementing new channels such as SMS,
push notifications, and personalized dynamic content. Continuously evolve
retention efforts through innovation and strategic experimentation.
Team Leadership: Build, lead, and inspire a team of CRM managers and
specialists, fostering professional growth and collaboration. Ensure the team
delivers timely, relevant, and engaging communications across multiple channels
with a predictable and effective cadence.
Required Skills/Abilities:
Excellent Verbal and written Communication skills
Super organized taskmaster
Strong presentation skills
A strategic thinker, but also willing to roll up your sleeves to execute in a lean and
agile start-up environment.
Ability to think outside of the box, be innovative, adaptable and come up with
creative solutions to changing business challenges
Education & Experience:
Experience working in an online, gaming, or fast-moving industry required.
Minimum 8 years of relevant working experience in a similar role in the areas of
marketing technology and paid digital media.
Creative operations, marketing project management and technical task
management experience
Working knowledge of digital advertising, marketing tracking/reporting, and mar-
tech systems
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.