Stephanie Ruddock

Experience

• 

  Bet365

  Mar 2014 - Sept 2015

  Whilst working for one of the largest, leading online gambling companies, I not only excelled within my role, but as an individual too. My dependability has always been consistent, reliable and accurate in carrying out responsibilities to a successful conclusion; All of which can be proven by my promotion within only 8 months into the role which meant I was accountable for dealing with their most valuable VIP players. My duties for this role included the following:• Proactive sales & relationship calls to VIP clients focusing on pushing relevant promotions/products/platforms in line with commercial objectives• Responding to VIP queries via telephone, live chat and email when escalated via CS or received as part of the priority VIP service• Interactions with VIP customers to gain deeper knowledge & insight of individuals to inform of future VIP schemes/promotional enhancements• Achieve call/chat/email targets as set by the Customer Service Management Team to ensure an outstanding level of service is delivered at all times• Actively working to improve on target performance and taking constructive feedback on calls/chats/emails to improve individual quality scores• Improve on VIP player value (deposits, turnover, NGR), drive up active days, and churn management• Proactive suggestions for VIP exclusive campaigns based on customer interactions & deep knowledge of the clients likes• Expert in all promotional activity, products & platforms to ensure that escalated and priority VIP contacts are resolved first time and to complete player satisfaction Show less

  • VIP Qualified Account Advisor

    Oct 2014 - Sept 2015

  • Customer Account Advisor

    Mar 2014 - Oct 2014
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  32Red

  Aug 2016 - Jan 2019

  Worked within all areas of communication, promotions and automated journeys which included; retention, onboarding, conversion, promotional planning, creating and implementation of adhoc campaigns, along with targeted and carefully segmented promotions to drive revenue whilst contributing to the businesses KPI’s. Working closely with BI, Content, Design, Acquisition/Conversion and CS departments to certify successful launch and nurturing of clients to drive engagement and continuous activity levels. Day-to-day duties included: • Delivery of all CRM promotional activity for the business - Including email, SMS marketing, site/mobile messaging, loyalty programmes and other activity streams as required• HMTL• Management of promotional calendars, email/SMS communications schedule, ensuring all bonus codes, promotions and campaigns are delivered• Ensure all activity delivered is consistent and that all materials are fully compliant with all relevant legislation• Proofing all campaigns and ensuring that quality standards are met• Working closely with the VIP Marketing/Onboarding Manager and Head of Conversion to create and implement carefully segmented onboarding welcome journeys and effective RND campaigns• Drive forward the performance of email marketing in terms of Open Rate, Click Through Rate and ROI whilst reducing unsubscribe rates by working with technology and evaluation partners where required• Track all campaigns and report performance on a regular basis• Implement testing plans to develop rich and dynamic content, subject lines and promotional offers• Monitor customer experience across all channels and make changes where required through support teams to ensure any sub-optimal items/processes/pages/etc are improved where necessary• Planning and developing CRM strategies across the company encouraging customer retention and customer loyalty Show less Reporting to the Head and Director of VIP Operations, as an Account Manager I was responsible for 150 of 32Red’s high value players. By building strong relationships with my clients, I had been able to use this effectively to tailor exclusive promotions for them, whether they be a Roulette, Slots or Multi-Product player – Tailored segmentation was an essential part of understanding your clients in order to drive revenue growth and achieve 32Red’s KPI’s. By working closely with our VIP Marketing Manager, I was heavily involved in the set-up of 32Red’s outbound campaigns to ensure potential VIP’s are being nurtured throughout their new player experience.Time management and organising our work load was essential due to our day-to-day duties including the following:• Work closely with the VIP Marketing Manager, Head of VIP, Director of VIP, and CRM function to create and deliver effective promotional campaigns to VIP players via email, chat, SMS and telephone• Be involved with the production of strategic campaigns to maximise revenue in line with our monthly/yearly KPI’s • Retention and leveraging opportunities to drive revenue growth within the VIP Programmes• Reactivation of lapsed VIPs • Reviewing reports for our personal and collective group NGR• Source of Funds/Responsible Gaming• Build 1-2-1 relationships with VIP clients to offer a bespoke and proactive VIP service• Work with the Live Marketing team to communicate and deliver campaigns and promotions to VIPs using the website and other on-site forms of communication • Ability to pre-empt a players wants and needs to make for an easy and efficient VIP player journey • Work closely with other business functions including, Operations, Player Support, Finance, Payments and Marketing to provide the best possible customer experience to VIPs • Maintain a continuous competitor understanding and knowledge of VIP Programmes Show less

  • CRM Executive

    Nov 2017 - Jan 2019

  • Key Account Manager

    Aug 2016 - Nov 2017
• 

  Kindred Group plc

  Aug 2016 - Jan 2019

  32Red acquired by Kindred - Feb 2017 32Red acquired by Kindred - Feb 2017

  • CRM Executive

    Nov 2017 - Jan 2019

  • Key Account Manager

    Aug 2016 - Nov 2017
• 

  Mansion Group Limited

  Jan 2019 - Jul 2021

  Designing strategies, project managing and initiating various CRM campaigns covering a vast range of players segments/behavioural trends for our casino products, whilst measuring relevant KPIs. Day-to-day responsibilities include: • Working closely with new and existing team members to help guide, mentor and implement the promotional CRM strategy for adhoc & automated campaigns• Creation of strategic briefs for the formation of all marketing assets required for projected campaigns, in-play and offline, ensuring a high level of QA and testing is continually adhered to• Project management and ownership of our former gamification platform/loyalty scheme, CasinoClub, aiding to a significant increase in a player’s avg. dep amount, # of activity days, length of session and predicted FV whilst reducing overall bonus costs• Worked on new and creative ways to continuously increase engagement levels and utilise all opportunities to enhance CasinoClub members behavioural patterns through various marketing techniques • Creation of meticulously segmented target audiences and campaigns through various marketing tools • Reporting of promotion performance and engagement in-line with KPIs, reviewing success factors and opportunities for optimisation• Utilise different product offerings to implement a detailed marketing strategy with the view to increase player value and reduce churn• Implementation of AB test and optimisation plans with a view to improving KPI’s and response rates• Consistent campaign analysis and competitor insights aid to new and innovative recommendations of optimising future promotions tailored to different customer requirements• Work closely with Marcomms to create enticing marketing material to attract customers back and/or introduce them to our varied offering• Focus on player profitability and implementation of this metric across all bonus related decision making ensuring cost efficiency and ROI is at the forefront of all campaign creations Show less

  • CRM Team Leader

    Dec 2020 - Jul 2021

  • CRM Specialist

    Jan 2019 - Dec 2020
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  BGO Entertainment

  Jul 2021 - Jan 2022

  CRM Manager
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  Lottomart

  Feb 2022 - Oct 2022

  CRM Manager
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  MIGHTY PIXEL

  Oct 2022 - now

  Retention Manager