Customer Engagement Lead

Note: this role will require work outside of regular business hours (some evenings) to attend meetings with _UK-based marketing team._

Dabble is a global online gaming business with a heartbeat, cornerstoned by our community. Since our inception in 2020, we’ve been on a scale-up journey, driven by our core philosophy, “You Better Believe It.” We are where innovation meets excitement, blending immersive, community-driven experiences that are always a step ahead. Our platform isn’t just about the competition—it’s about connecting, celebrating, and having fun. Whether it’s in-app or in the workplace, we are committed to delivering extraordinary as guided by our philosophy and values. Dabble currently operates in two markets (Australia and the US) and we are set to launch in the UK.

**Dabble Culture**
- Dress for your day so you can focus on what matters
- Switch up your office, work from home, work from wherever helps you to deliver
- Genuine, like-minded team of visionaries. We welcome ideas big and small
- Scheduled focus time to encourage deep thought
- Our annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming year Each day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus

**Dabble Perks**
- A minimum of five weeks of paid annual leave for all Dabblers
- Paid parental leave for both primary and secondary caregiver
- Flexibility with working hours to accommodate our cross-country employee base: you are free to manage your own time
- Your wellness is our genuine concern: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support and more
- Up to 10% annual cash bonus based on company performance metrics
- Dabble Day Dividend: all Dabblers split the day’s revenue evenly on our birthday each year. You share the workload, why shouldn’t you share the reward?

**Overview**
Join the forefront of Dabble’s UK expansion as a **Customer Engagement**Lead**, a pivotal role in shaping the customer journey for our pre-launch and launch phases. This is a technical, hands-on position where you’ll be responsible for managing workflows and tasks to drive impactful CRM campaigns. You will play a critical part in building a best-in-class engagement strategy, collaborating closely with our UK marketing team to deliver results in a fast-paced, start-up environment.

**Primary Location**

**Responsibilities**

**Campaign** Planning & Execution**
- Lead, develop and execute CRM campaigns tailored to the UK sports market using Braze, ensuring timely delivery and alignment with overall marketing objectives.
- Collaborate with copywriters and designers to develop assets required for campaigns.
- Dive deep into customer data to uncover trends, insights, and opportunities for personalised marketing campaigns, including surprise and delight campaigns to drive satisfaction, loyalty and advocacy.
- Oversee the planning, coordination, and execution of CRM workflows, ensuring campaigns are delivered on time and aligned with overarching marketing strategies.
- Implement processes to ensure clear accountability in workflows and increase the level of accuracy in campaign execution

**Collaboration**
- Partner with the UK marketing team to ensure CRM strategies align with regional and campaign-specific goals.
- Share insights and best practices with AU and US teams to leverage learnings and improve efficiency globally.

**Troubleshooting**
- Identify and resolve issues within CRM workflows and campaign delivery.
- Conduct root-cause analysis for errors or inefficiencies in automation, notifications and processes, ensuring rapid resolution and mínimal impact on customers.
- Collaborate with technical and product teams to address system or platform-related issues effectively and identify areas for improvement.

**Segmentation & Analytics**
- Interrogate customer data utilising tools such as Quicksight, Amplitude and Braze to review insights, refine segmentation strategies, personalisation efforts, and targeting techniques - measuring campaign effectiveness, and informing future strategies.
- Deliver weekly and monthly reporting and dashboards to share performance insights with key stakeholders and use these to prioritise campaign planning.

**Compliance**
- Ensure all CRM activities adhere to UK gambling, data protection and privacy regulations, including GDPR.

Stay up to date on compliance changes and incorporate necessary adjustments into CRM processes.

**Skills & Qualifications**
- A minimum of 4 years’ CRM experience, with hands-on expertise in Braze, including technical and operational functionalities across multiple channels.
- Outcome focused, self-motivated, flexible and enthusiastic.
- Experience working with senior leadership to shape CRM roadmaps and priorities.
- Experience in start-up or fast-paced environments, demonstrating a proactive