Product Director – CRM & Rewards

Product Flexible MAL or LON Permanent

Our DNA

At The Workshop, we invent and reinvent software solutions so businesses can rise above the competition. From disruptive software to cutting-edge technology, we’re all about thinking big and bringing our razor-sharp ideas to life. We’re not bogged down by process or limited by lack of aspiration. And we trust each other to make intelligent decisions, to challenge, change, improve and perfect. It’s a culture where forward-thinkers like you can be fearless.

Your Mission

As the Product Director of CRM & Rewards you will support a distributed team that is responsible for the overall quality and performance of the core customer management and rewards systems of the business. These systems support the quality of our overall product offering as well as providing business operations with the tools and information they need to optimise the support that players receive (online and offline).

Your team will be responsible for the continued development of the suite of CRM & Rewards tools. Defining the roadmaps across both key areas as well as the development and maintenance. Your team will work closely with business stakeholders across the different regions to understand their needs and translate them into plans and programs of work to be delivered by internal IT teams and third party providers. Along with the suite of CRM Marketing tools, you will also be responsible for a full suite of Customer Service tools and technology designed to work together to help customer service manage the player experience as effectively as possible.

You will work closely across all aspects Product Development (Product, Engineering, and Design) to ensure that requirements are prioritized in line with overall business value. Coordinating across multiple teams and ensuring clear communication to stakeholders of upcoming releases and leading the change management activities to ensure that operational staff are aware and changes are made with minimal impact on operational performance.

“Customer relationship management (CRM) software addresses customer life cycle management business processes, and provides functionality to enterprises in sales, marketing and customer service (including call and contact centers) through collaborative, operational and analytical components.” 

Gartner

This position is based in our Malaga, Spain office. However, it is a position with stakeholders in multiple locations and as such international travel is necessary as well as flexible working hours to accommodate time zones.

What you’ll do

  • Develop Support the vision and strategy for CRM which is supported by roadmaps and strategic plans
  • Working with the Director of CRM, Bonus and Backoffice and stakeholders you will ensure that CRM systems and technology support their business strategies with supporting KPIs and performance targets
  • Support a team of Product Managers and Business Analysts across the product portfolio, ensuring that the team are aligned across the CRM and Rewards vision and strategic priorities
  • Manage supplier selection processes (including RFI, RFP and RFQ activities).
  • Produce proposals and supporting business cases to justify the ongoing investments in CRM applications and tools
  • Help manage strategic third-party relationships with suppliers
  • Identifying and specifying market requirements for current and future products by conducting market research supported by on-going visits to customers and non-customers
  • Providing standards and processes to ensure consistency of CRM across the global organisation
  • Manage supplier selection processes (including RFI, RFP and RFQ activities).

What you’ll bring

  • Degree educated, MBA preferred
  • Significant years of experience in CRM/Marketing management in a high-transaction based ecommerce  environment
  • Proven track record of leading at the most senior level, able to influence without requiring direct-line management
  • Personable character and an exceptional communicator – ability to communicate at the highest level both written and verbal
  • Expert knowledge of CRM software tools and applications (e.g. Salesforce, IBM Unica (EMM), MS Dynamics etc.)
  • Highly organised – proven ability to proactively manage time effectively when handling multiple simultaneous projects
  • Proven ability to prioritise based upon changing commercial pressures
  • Strong stakeholder management experience across a variety of levels (both internal and external)
  • Strong and consistent record of delivery
  • This position requires international travel