Stuart Jones
Gibraltar
Summary
Personal profile:
Enthusiastic, Self-motivated marketing professional who is commercially focused to achieve both, professional and personal goals. Highly analytical, adaptable and thrives in dynamic environments. Excellent communication skills with the ability to build professional relationships with people of all ages and levels.
Overview
23
23
years of professional experience
Work History
Casino Commercial Manager
Penn Entertainment
01.2024 - 07.2024
- Worked closely with product development team to identify and develop new games and features that are attractive to customers and drive revenue growth.
- Develop and execute marketing strategies for all Casino products, including promotions, campaigns, and customer engagement initiatives.
- Analysed data and customer insights to identify opportunities to optimise revenue, including optimising game selection, pricing, and other revenue drivers.
- Monitored industry trends and competitor activities to remain competitive and relevant to customers.
Collaborate with other departments, such as CRM, Analytics, VIP and Product, to identify areas of opportunity and optimisation. - Achieved growth targets by devising creative promotional campaigns designed to attract new clients while retaining existing customers.
- Strengthened client relationships through regular communication and timely resolution of issues, leading to increased customer satisfaction.
- Developed strong partnerships with key stakeholders, fostering collaboration to achieve shared goals.
Streamlined internal processes by identifying areas for improvement and implementing changes to increase efficiency. - Improved profit margins through diligent expense monitoring and implementation of cost-saving initiatives where appropriate.
- Build and maintain relationships with key suppliers, such as game developers and technology partners and meet customer needs.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Director of Operations
Elite Slots
12.2022 - 12.2023
- Achieved team goals through formalized training plans, coaching, and performance management.
- Signed with affiliates and other external partners which helped grow database from 5000 players to over 100,000 in just 6 months.
- Analyzed player and monetary trends using power bi to help direct future plans.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Oversaw day-to-day production activities in accordance with business objectives for entire online business.
- Established and monitored quality assurance standards to achieve operational excellence.
- Mentored and coached team members to foster productive and engaging work environment.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Collected and interpreted key metrics to determine which programs met desired outcomes or required further streamlining for success.
- Defined, implemented, and revised operational policies and guidelines
Head of CRM
BlueChameleonTech
11.2018 - 12.2022
- Drove marketing & Operational activity across multiple channels in various territories
- Managed up to 18 staff, all at different levels of experience.
- Planned and introduced new features and website optimisation that greatly increased KPI's by more than 300% in some cases
- Added new channels of communication to company portfolio.
- Managed all external relationships including Slot Providers, Translators and Platform providers.
- In charge of website look and feel, user journeys and player lifecycles.
- Worked closely with multiple teams, Development, Design, Customer Service, VIP, Analytics and Product teams to improve casino portfolio from 5 brands up to 12 within 1 year.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Evaluated employees' strengths periodically and assigned tasks based upon experience and training.
- Cross-trained existing employees to maximize team agility and performance.
- Recruited and hired top performers to add talent and value to department.
Senior Operations Manager
LadbrokesCoral (Entain)
01.2017 - 11.2018
- Coordinating day to day CRM delivery for all LadbrokesCoral brands for Sports and Casino.
- Ensuring that all activity delivered is consistent across multiple brands.
- Monitoring and controlling campaign activity, volume and performance against plan and set expectations and KPIs.
- Driving optimisation of processes, SLAs and execution of CRM.
- Supporting CRM planning team by providing best practices and advice for comprehensive CRM strategy; raising potential risks and finding solutions to mitigate them.
- Coordinating player lifecycles at all stages for all products.
- Work across multiple teams to identify knowledge gaps and provide training to continually improve team performance.
CRM Manager - Casino
LadbrokesCoral
02.2016 - 01.2017
- Managed team consisting of 4 CRM Executives focusing on Casino.
- Working with multiple brands while also looking after multi-channel proposition.
- Introduced cross sell strategy bringing Sports players to Casino, in-line with major sporting events.
CRM Executive
Coral
03.2015 - 02.2016
- Conducted research on emerging trends within industry to develop new promotional campaigns and strategies.
- Managed customer life-cycles.
- Used multiple CRM tools.
Conversion Executive
Betfair
08.2014 - 03.2015
- Managed customer life-cycles.
- Worked with external suppliers for design and content assets.
Deputy Casino Product Manager
Betfred
04.2014 - 08.2014
- Worked with IMS to improve profitability.
- Used casino background to help improve user journey and promo activity.
Casino Marketing Executive
Betfred
09.2012 - 04.2014
Customer Services
Betfred
04.2012 - 09.2012
Casino Pit Boss
Gala Casino
05.2010 - 04.2012
Casino Dealer
Royal Caribbean International
09.2009 - 04.2010
Casino Dealer/Inspector
Gala Casino
05.2001 - 09.2009
Skills
- Customer Relationship Management
- Operations Management
- Strategic Marketing
- Client account management
- Relationship building
- Coaching and mentoring
- Employee reviews
- Staff training/development
- Process improvement
- Marketing And Advertising
- Financial Reporting
- Strategic Planning
Timeline
Casino Commercial Manager
Penn Entertainment
01.2024 - 07.2024
Director of Operations
Elite Slots
12.2022 - 12.2023
Head of CRM
BlueChameleonTech
11.2018 - 12.2022
Senior Operations Manager
LadbrokesCoral (Entain)
01.2017 - 11.2018
CRM Manager - Casino
LadbrokesCoral
02.2016 - 01.2017
CRM Executive
Coral
03.2015 - 02.2016
Conversion Executive
Betfair
08.2014 - 03.2015
Deputy Casino Product Manager
Betfred
04.2014 - 08.2014
Casino Marketing Executive
Betfred
09.2012 - 04.2014
Customer Services
Betfred
04.2012 - 09.2012
Casino Pit Boss
Gala Casino
05.2010 - 04.2012
Casino Dealer
Royal Caribbean International
09.2009 - 04.2010
Casino Dealer/Inspector
Gala Casino
05.2001 - 09.2009
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