Head of CRM

Dabble is an online sports and racing bookmaker (licensed by the NTRC), formed in 2020 and embracing the scale up journey. Our aim is to disrupt the game with a truly immersive socialised betting experience designed to provide evolutionary entertainment to our punters via genuine interaction and engagement. Our brand ethos, “share the experience”, means we believe in community and celebration - both in the app and in the office

We have office hubs in Darwin, Melbourne, Brisbane, Sydney, Adelaide and Albury and Austin - and expansion is in our sights. We believe in remote-first work, though in the spirit of our community encourage our people to take advantage of our national network, with cross-office sponsored flights on offer all year round. We are a team of highly driven enthusiasts, and we are looking for our next Dabbler to join us as we continue in our journey.

**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
- We encourage you to visit our network of offices: sponsored flights available to staff and spouse/immediate family
- 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?
- Safety first: your ride home from company sponsored events and your flu jab is on us

**Overview**

The Head of CRM will be responsible for overseeing leading Dabble’s CRM strategy to effectively inform, activate, retain and reactivate customers. Dabble is an industry first social bookmaking experience and the Head of CRM will play a pivotal role in how Dabble interacts and communicates with the customer to facilitate a truly immersive experience.

This role will work closely with the wider Marketing team to shape both strategy and process for planning, overseeing and executing customer journeys across differing channels.

**Primary Location**

**Responsibilities**
- Lead Dabble’s CRM strategy in line with the overall marketing and business strategy
- Continually innovate and optimise our CRM and promotional efforts using insights and test and learn frameworks
- Create go to market plans from a customer communications perspective for new product releases and campaigns
- Customer life cycle management and optimisation
- Ideation of surprise and Delight customer experiences
- Weekly and Monthly reporting of results and insights back to Marketing and the wider business
- Advanced data Analytics for customer segmentation and cohort analysis for campaigns
- Use of third-party tools Quicksight, Amplitude, Movable Ink and Braze to review insights, create user segmentation and execute campaigns across channels
- Optimising onboarding flows for users across acquisition channels, and in-app interactions to improve the customer journey
- Work in collaboration with CMO, Campaigns & Retention, Partnerships, Digital Marketing and other departments, where required, to break down Dabble wide campaigns and how these can be executed across CRM channels
- Implement robust QA processes to it ensure accuracy of customer communication
- Lead a team of CRM specialists to successfully deliver customer communication campaigns
- Create a motivating and inspiring team environment built on honest, open communication

**Skills & Qualifications**
- A minimum of 7 years’ CRM experience, with demonstrated experience with Braze
- Experience leading teams
- A data-driven and analytical mindset approach to customer engagement/CRM
- Ability to work in a fast paced and ever-changing environment
- Excellent communication skills, both verbal and written
- Outcome focused, self-motivated, flexible and enthusiastic

**Are you a Dabbler?**

A Dabbler’s attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (eg we prefer openness via p