Garry Hope
Leicester,United Kingdom
Summary
Certified Digital Marketing Professional with a CRM focus, experienced in email marketing, customer journeys, and lifecycle campaigns. Skilled in segmentation, automation, and performance analysis, with a growing interest in AI-driven personalisation and predictive insights.
Curious, adaptable, and results-oriented, I combine data and creativity to build meaningful engagement and drive growth.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Senior CRM Manager
One Twenty Group
Leicester
03.2024 - Current
- Lead CRM strategy for a portfolio of global affiliate marketing sites in the online casino and sports betting space
- Plan, build, and optimise multi-channel campaigns (email, web push) to drive FTDs and revenue
- Manage customer journeys across the lifecycle with a focus on segmentation and automation
- Collaborate with commercial and content teams to align promotions with partner goals
- Analyse performance data to improve conversions and maximise affiliate ROI
- Explore AI tools and innovations to enhance personalisation and campaign efficiency
Propositions and Promotions Manager
Entain
Nottingham
05.2022 - 10.2023
- Spearheaded the ideation and execution of promotional calendars for partypoker brands, ensuring alignment across all .com domains and the Ontario market.
- Defined and monitored Key Performance Indicators (KPIs) for marketing promotions, collaborating with the analytics team to assess success metrics and identify opportunities for enhancement.
- Partnered with Customer Relationship Management (CRM) teams to engineer impactful communication strategies and craft customized offers that cater to dynamic trading demands.
- Led a team of three specialists, fostering their professional development and driving the team towards achieving strategic marketing objectives.
- Designed and implemented market-specific promotional experiences for critical regions, including Canada, Brazil, and the UK, while addressing unique needs in ring-fenced markets like Ontario.
- Cultivated strong partnerships with key network partners, including Ladbrokes, Coral, Bwin, and BetMGM, to ensure a cohesive and high-quality experience for the poker player community.
Propositions and Promotions Specialist
Entain
London
08.2021 - 05.2022
- Led the development and execution of engaging promotional calendars for partypoker labels, enhancing brand visibility and customer engagement.
- Refined promotion criteria and customer journey mapping, significantly improving user experience and satisfaction across all platforms.
- Fostered cross-functional collaboration with various stakeholders to ensure promotional consistency and efficiency, streamlining workflows from ideation to implementation.
CRM Specialist
Entain
London
11.2015 - 08.2021
- Orchestrated the end-to-end delivery of CRM campaigns across diverse channels, including email, SMS, push notifications, and other client messaging tools, ensuring cohesive customer communication.
- Transitioned into a specialist role, concentrating on deploying 'missions' designed to boost customer engagement and promote responsible gameplay.
- Leveraged promotional tools to enhance customer journeys, significantly elevating the overall user experience through strategic optimizations.
CRM Manager
Playtech
London
03.2015 - 11.2015
- Collaborated with Playtech's newly formed B2C team to devise and execute CRM strategies and customer lifecycle campaigns for key brand labels, including Winner Bingo, Mirror Bingo, and Daily Record Bingo.
- Spearheaded the development and implementation of Outbound Calling and Direct Mail campaigns, enhancing direct customer engagement and brand loyalty.
- Cultivated strong partnerships with third-party suppliers and licensees to ensure a seamless operational flow and enhance campaign effectiveness.
- Utilized advanced customer segmentation techniques to design and deploy highly personalized retention, conversion, and activation campaigns, significantly maximizing their impact and effectiveness.
CRM Manager
Betfred
Warrington
10.2011 - 12.2014
- Led a team of executives in executing multifaceted messaging campaigns across Casino, Games, Bingo, Poker, and recently expanded to include Lotto & Virtual Sports, using channels such as email, SMS, and mobile push notifications.
- Directed the creation, development, and enhancement of extensive customer lifecycles through the strategic deployment of automated trigger campaigns, focusing on delivering personalized customer experiences.
- Focused on maximizing customer retention and reactivation rates by leveraging data-driven insights to inform and refine engagement strategies, ensuring sustained customer loyalty and increased engagement across all gaming platforms.
CRM Executive
BetVictor
Gibraltar
10.2009 - 05.2011
- Coordinated and executed outbound email campaigns, meticulously tracking and reporting on their performance to inform future strategies.
- Forged and nurtured strategic relationships with Email Partners, enhancing campaign reach and effectiveness through collaborative efforts.
- Designed innovative campaigns and developed player bonuses, effectively boosting engagement and incentivizing player loyalty.
Customer Service Representative
Betvictor
Gibraltar
07.2007 - 07.2009
- Ensured swift response to customer calls, significantly reducing on-hold wait times and enhancing customer satisfaction.
- Effectively addressed customer complaints with timely and appropriate solutions, consistently achieving positive resolutions and maintaining high levels of customer trust.
- Leveraged in-depth product knowledge and service expertise to assist customers with diverse inquiries, demonstrating a strong commitment to customer service excellence.
- Managed phone and email inquiries with a high degree of consistency, providing outstanding customer service across multiple communication channels.
Education
GCSEs - Leisure & Tourism
The Armthorpe Academy
Doncaster 09.1997 - 06.2002
Skills
- Problem Solving
- CRM Strategy
- Email Marketing
- Customer Journeys
- Campaign Automation
- Affiliate Promotions
- Segmentation
- A/B Testing
- Google Analytics
- AI in Marketing
Certification
- Professional Diploma In Digital Marketing (In Progress)
- Email Marketing (Hubspot Academy)
- Content Marketing (Hubspot Academy)
- 'Build Websites From Scratch' (Codecademy)
- CIEH Level 2 Award in Health and Safety in the Workplace
Timeline
Senior CRM Manager
One Twenty Group
03.2024 - Current
Propositions and Promotions Manager
Entain
05.2022 - 10.2023
Propositions and Promotions Specialist
Entain
08.2021 - 05.2022
CRM Specialist
Entain
11.2015 - 08.2021
CRM Manager
Playtech
03.2015 - 11.2015
CRM Manager
Betfred
10.2011 - 12.2014
CRM Executive
BetVictor
10.2009 - 05.2011
Customer Service Representative
Betvictor
07.2007 - 07.2009
GCSEs - Leisure & Tourism
The Armthorpe Academy
09.1997 - 06.2002
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