Charlotte Northam
Gibraltar
Summary
Performance-oriented Leader offering an exceptional record of achievement, bringing in customers, accomplishing profit targets, and talented in identifying revenue opportunities. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
CRM Manager
DigitalBeat
06.2021 - Current
- Test, monitor and optimize offers in CRM Cycles using test/control methodologies.
- Identifying gaps in life stages/ Cycles
- Implement site promotions.
- Campaign tracking, analysis, and reporting
- Support ad-hoc analysis
- Work closely alongside our content writers and designers for the best results
- Developing new ways to meet customers’ needs
- Creating and executing retention campaigns
- Developing marketing campaigns to attract new customers
- Collaborating with sales, marketing, customer service and operations teams to improve customer experience
Bingo Promotions Executive
Playtech
07.2020 - 06.2021
- Develop and implement a comprehensive promotional calendar: This includes creating innovative promotions that align with the casino's marketing strategy and target specific customer segments
- Boosted brand awareness by developing and executing targeted marketing campaigns.
- Manage the promotional budget: responsible for allocating resources effectively and ensuring campaigns deliver a positive return on investment (ROI)
- Collaborate with various departments: This includes working closely with marketing, IT, operations, and customer service to ensure seamless campaign execution
- Monitor and analyze campaign performance: tracking key performance indicators (KPIs) such as player engagement, revenue generated, and customer satisfaction to measure the success of each promotion
- Streamlined promotion processes by implementing efficient project management systems and tools.
- Stay up-to-date on industry trends: with knowledge of the latest promotional strategies and player preferences within the competitive gambling landscape
- Maintain compliance with all gaming regulations: Ensure all promotional activities adhere to local and regional gaming regulations
- Managed budgets for multiple promotions, ensuring cost-effectiveness and optimal resource allocation.
- Delivered consistent revenue growth by identifying new markets and creating targeted promotional strategies to maximize penetration.
Conversion Operations Manager
Gala Coral Interactive
07.2016 - 02.2020
- Manage a team of 14 executives, ensuring the level of service we were providing our customers was of a very high standard, doing bi-weekly QA sessions
- Increasing company revenue and a client’s life time value, using in house marketing strategies.
- Overall accountability and responsibility for the team’s performance
- Responsible for direct leadership, supervision, development and engagement of 18-22 Conversion executives and Team Lead
- Implementation and driving execution of campaigns and requests assigned by the marketing department
- To document, communicate and provide customer/employee campaign related feedback with Marketing Department on pre-set regular basis
- Delivering operations level results based report packs on team’s success on regular basis
- Ensure the department is meeting weekly/monthly KPI’s, providing Gibraltar Marketing Department with results and updates
- To monitor and develop the Conversion team performance with consistent focus on team and individual skill development and operational consistency
- Evaluate, provides feedback, mentors and motivates employees to provide excellent customer service, while improving contact quality and performance metrics
- Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files
- To lead and drive company initiative alignment, performance evaluations and reviews, subject matter expertise on all company products and services, with positive team morale
- Monitor live or recorded contacts and identifies performance gaps
- Coach employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership and answers questions accurately and professionally
- Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives
- To brief the team with implementation of new chat campaigns
- To contribute appropriate metrics into process for planning of strategies and tactics for sales growth
Marketing Operations Conversion Team Leader
Gala Coral Interactive
02.2015 - 10.2016
- Train all existing and new team memebers on systems useddifferent systems including; OpenBet & IMS
- To ensure the team is meeting weekly/monthly KPI’s
- To review and provide regular feedback of chats to team members in order to improve quality and delivery of campaigns
- To brief the team with implementation of new chat campaigns and drive them
- Brainstorm with the team and implement new sales tactics and strategies to increase conversion rates
Marketing Operations Conversion Executive
Mansion Casino Gibraltar
12.2013 - 12.2014
- To increase company revenues and a client’s life time value using powers of persuasion, outgoing personality and utilizing my knowledge of Sales and customer service
- Execute newly learned knowledge gained from the company’s training across a number of proprietary software systems
- Relationship building with new customers by building rapport and ensuring they are on the best package using a CMS (Client Management System) software
- This is done by a number of different communication methods including on-line chat facilities, telephone and email
- Promoting and selling company offers and special products to suitable customers
- Maintaining general communications channels (eg
- Email inbox) and ensuring company administration is kept up-to-date
Customer Service Advisor Online
William Hill Online Gibraltar
04.2013 - 12.2013
- Handled escalated customer complaints, resolving issues promptly and turning dissatisfied customers into loyal advocates.
- Managed social media platforms, responding to customer inquiries and comments
- Provided technical assistance to customers, troubleshooting hardware and software issues over the phone and via email.
Education
Diploma - Dental Hygiene
Barts University
London01.2010
GCSE’s - English Speaking & listening, English Written, Mathematics, Sociology
Lilian Baylis Technology College
London05.2003
Skills
- Lead nurturing
- Campaign Management
- CRM Integration
- Customer Retention Strategies
- Conversion Optimization
- Account Management
- VIP Management
- GDPR Compliance
- Customer Support
- Operations Management
Personal Information
Date of Birth: 12/29/86
Timeline
CRM Manager
DigitalBeat
06.2021 - Current
Bingo Promotions Executive
Playtech
07.2020 - 06.2021
Conversion Operations Manager
Gala Coral Interactive
07.2016 - 02.2020
Marketing Operations Conversion Team Leader
Gala Coral Interactive
02.2015 - 10.2016
Marketing Operations Conversion Executive
Mansion Casino Gibraltar
12.2013 - 12.2014
Customer Service Advisor Online
William Hill Online Gibraltar
04.2013 - 12.2013
Diploma - Dental Hygiene
Barts University
GCSE’s - English Speaking & listening, English Written, Mathematics, Sociology
Lilian Baylis Technology College
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