Customer Journey Optimisation Specialist

Proven experience in digital personalisation, onsite optimisation and CRM-driven customer journey management. Strong hands-on knowledge of CMS, CRM, marketing automation, content management and personalisation tools. Demonstrated expertise in A/B and multivariate testing frameworks. Deep understanding of slots & bingo player behaviour, motivations and commercial KPIs. Ability to translate customer insights and performance data into clear strategies and actionable improvements. Experience working with cross-functional teams in fast-paced digital, ecommerce or gaming environments. Strong analytical capability with experience using tools such as Google Analytics, Tableau, Looker Studio or similar.

Own and optimize the entire post first purchase player journey, from onboarding reinforcement and early engagement to VIP development, churn prevention and reactivation. Build personalised, engaging and timely journeys that improve satisfaction and long-term retention. Work with the Promotion & CRM Heads to plan and execute funnel testing and personalisation experience that will optimise all conversion and retention metrics for our brands Working with our Data Analysts to understand the impact of our efforts and tweak as and when necessary. Create a roadmap of Onsite Personalisations and AB/MVT testing initiatives that are aligned with the Business objectives.