STUART JONES
Gibraltar,Gibraltar
Summary
Self-motivated marketing professional with a strong commercial focus and proven ability to achieve objectives. Demonstrates adaptability and analytical skills in dynamic environments. Excellent communication skills facilitate relationship building across diverse audiences.
Hard-working with strong organisational skills. Achieves company goals through exceptional planning and prioritisation.
Overview
11
11
years of professional experience
Work history
Head of Operations
Arena Entertainment
Gibraltar
06.2025 - Current
- In charge of all operational activities across multiple brands and vertices.
- Manage team of 5, including CRM Specialist, QA, Live Casino Manager, Promotions and Community Manager.
- Leveraged Ai to improve processes and maximise efficiency.
- Conducted regular audits on games of chance, ensuring compliance with gaming regulations.
- Monitored financial performance of casino to ensure profitability.
- Managed budget allocation for various departments, ensuring financial efficiency.
- Negotiated contracts with game suppliers to secure best prices for content and services.
- Updated operational procedures according to latest industry trends for competitive advantage.
- Coordinated special events and promotions, driving increased footfall and revenue growth.
- Implemented marketing strategies, boosting overall casino attendance.
Casino Operations Manager
Arena Entertainment
Gibraltar
10.2024 - 06.2025
- Conducted situational analysis to benchmark propositions against key competitors.
- Utilised analytical resources to extract customer insights and identify performance opportunities.
- Tracked performance against budget KPIs, highlighting areas for enhancement.
- Managed relationships with game studios, platform providers, and developers.
- Monitored daily gaming operations to ensure seamless business functionality.
- Optimised casino portfolio and positioning to enhance customer experience and revenue generation.
- Deployed promotional campaigns leveraging data, AI, and marketing technologies.
- Developed, executed, and refined retention campaigns to achieve business objectives.
Casino Commercial Manager
Penn Entertainment
Gibraltar
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.
- Developed and executed 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 channels.
- Monitored industry trends and competitor activities to remain competitive and relevant in market.
- Collaborated with other departments, such as CRM, Analytics, VIP, and Product, to identify areas of opportunity and growth.
- Achieved company targets by devising creative promotional campaigns designed to attract new clients while retaining existing ones.
- Improved customer satisfaction through regular measurement and timely resolution of issues, leading to increased customer satisfaction.
- Developed strong partnerships with key stakeholders, fostering collaboration to achieve shared goals.
- Implemented and improved key strategies in key areas for improvement while promoting change 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 providers and technology partners that meet customer needs.
- Achieved established KPIs for company, regional team and individual performance through teamwork and focus on results.
Director of Operations
Elite Slots
Bucharest
12.2022 - 12.2023
- Achieved team goals through formalized training plans, coaching, and performance management.
- Shared with affiliates and other external partners which programs and initiatives from Slots team to grow in line of forecasts.
- Analyzed player and monetary trends using power to develop refined 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 enforce standards to improve quality.
- Oversee day-to-day production activities in accordance with established procedures to drive business.
- Established and monitored quality assurance standards to achieve operational excellence.
- Mentored and coached team members to foster productive and engaging work environment.
- Oversee successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Recruited, hired, and trained skilled personnel, working to establish key internal functions and outline scope of positions for each team member.
- Collected and disseminated key metrics to determine which programs and initiatives succeed or require further training for success.
- Defined, implemented, and revised operational policies and guidelines.
Head of CRM
BlueChameleon Tech
Bucharest
11.2018 - 12.2022
- Drove marketing & Operational activity across multiple channels in various territories.
- Managed up to 20 staff, all different levels of experience.
- Planned and introduced new features and website optimisation that quickly increased KPIs by more than 300% in first six months.
- Added new channels of communication to company portfolio.
- Managed all external relationships including Third Providers, Integrations and Platform Providers.
- In charge of websites look and feel, user journey and player lifecycle.
- Worked closely with multiple teams, Development, Design, Customer Service, VIP, Analytics and Product teams to improve organisation from Scratch to system in 1 year.
- Explored cross-functional organisational capacity by collaborating across departments on priorities, functions and common goals.
- Implemented cross-border initiatives by training and coaching employees on procedures, processes and performance strategies.
- Evaluated employees' strengths periodically and assigned tasks based upon experience and training.
- Cross-trained existing employees to maximise team agility and performance.
- Recruited and hired top performers to add talent value to department.
Senior Operations Manager
LadbrokesCoral
Gibraltar
01.2017 - 11.2018
- Coordinating day to day CRM delivery for all Ladbrokes Coral brands for Sports and Casino.
- Ensuring that activity delivered is consistent across all channels.
- Monitoring and optimising campaign activity, volume and performance against plan and KPI expectations and KPIs.
- Driving optimisation of process, SLA and execution of CRM.
- Supporting CRM planning by ensuring that best practice and robust comprehensive CRM strategy, maximise potential risks and finding solutions to mitigate them.
- Coordinate projects across all stages of production.
- Work across multiple teams to identify knowledge gaps and provide training to continually improve team performance.
CRM Manager - Casino
LadbrokesCoral
Gibraltar
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 wider sporting events.
CRM Executive
Coral
Gibraltar
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.
Skills
- Calm under pressure
- Communication skills
- Team building
- Strategic planning
- Leadership
References
- Michele Mongelli, Senior Director of Casino Marketing, +34 638816584
- Spyros Kanakis, Senior Commercial Manager, +356 99135853
Timeline
Head of Operations
Arena Entertainment
06.2025 - Current
Casino Operations Manager
Arena Entertainment
10.2024 - 06.2025
Casino Commercial Manager
Penn Entertainment
01.2024 - 07.2024
Director of Operations
Elite Slots
12.2022 - 12.2023
Head of CRM
BlueChameleon Tech
11.2018 - 12.2022
Senior Operations Manager
LadbrokesCoral
01.2017 - 11.2018
CRM Manager - Casino
LadbrokesCoral
02.2016 - 01.2017
CRM Executive
Coral
03.2015 - 02.2016
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