Customer Engagement Manager

at  Dabble

DABBLE CULTURE

• Dress for your day so you can focus on what matters
• Switch up your office, work from home, work from wherever helps you to deliver
• Genuine, like-minded team of visionaries. We welcome ideas big and small!
• Scheduled focus time to encourage deep thought
• Our annual convention, Dabblecon, brings us all together to celebrate our successes and plan continued evolution over the coming yearEach day is led through upholding our core Values: Fun, Celebratory, Community, Evolutionary and Focus

SKILLS & QUALIFICATIONS

• A minimum of 5 years’ CRM experience, with hands-on expertise in Braze, including technical and operational functionalities across multiple channels.
• Outcome focused, self-motivated, flexible and enthusiastic.
• Experience in managing and mentoring high performing teams
• Proven track record of leading Customer Engagement projects across email, in-app and push channels in a fast-paced environment.
• Experience working with senior leadership to develop and shape CRM roadmaps and priorities.
• Experience in start-up or fast-paced environments, demonstrating a proactive and resourceful approach to challenges.
• Deep understanding of CRM platforms and tools, with the ability to manage and optimise workflows effectively.
• A data driven mindset with experience leveraging analytics tools like Amplitude, Quicksight or similar, to derive actionable insights.
• Proficiency in segmentation, personalisation, and A/B testing techniques.
• Strong ability to interpret data and metrics, translating them into actionable strategies.
• Demonstrated success in using customer insights to drive measurable engagement improvements.
• Excellent written and verbal communication skills, crafting engaging messages to clients and presenting complex ideas to internal stakeholders.
• Skilled at managing cross-functional teams and multiple stakeholders to achieve shared goals.
• Exceptional attention to detail, ensuring consistency and quality across all outputs.
• Strong problem-solving skills, with a methodical approach to identifying technical issues and addressing them.
• Ability to think critically and anticipate potential challenges or areas of improvement in CRM processes.
• Ability to write or edit campaign copy and oversee the creation of assets when needed.
  Capable of brainstorming and identifying innovative CRM strategies and ideas with clear outcomes

ARE YOU A DABBLER?

A Dabbler’s attitude is paramount, as the right person will be able to learn quickly and adapt to any skill gaps. A Dabbler is always a team player, with a willingness to share with and learn from others. Being a remote-first workplace, collaborative working styles are crucial to empower and grow each individual member (eg we prefer openness via public channels to problem solve or ideate on Slack).
A Dabbler uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community. We hold respect for our peers very highly – there is no such thing as a bad idea. We encourage you to think differently, be brave and strive to always raise the bar. Dabble was born out of thought sharing and should tackle growth in the same way. Dabble embraces empowerment of all people at any level of seniority and experience to ‘own their work’ and ‘talk their book’ wherever they can.
A fulfilling life extends beyond work, and we encourage our employees to prioritise self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.

DUE TO THE TIME RELEVANCY OF CRM CAMPAIGNS, THE ROLE WILL BE REQUIRED TO WORK DURING THE WEEKENDS OR EVENINGS SEMI-REGULARLY

Dabble is a global online gaming business with a heartbeat, cornerstoned by our community. Since our inception in 2020, we’ve been on a scale-up journey, driven by our core philosophy, “You Better Believe It.” We are where innovation meets excitement, blending immersive, community-driven experiences that are always a step ahead. Our platform isn’t just about the competition—it’s about connecting, celebrating, and having fun. Whether it’s in-app or in the workplace, we are committed to delivering extraordinary as guided by our philosophy and values. Dabble currently operates in two markets (Australia and the US) and we are set to launch in the UK.

RESPONSIBILITIES

Campaign Planning & Execution

• Work with the GM of Customer Engagement to define the CRM strategy for the US market, working with the Customer Engagement US team to execute that strategy.
• Design, plan and manage customer journeys across customer lifestages including; onboarding, retention reactivation and loyalty phases - across a variety of channels, including, but not limited to In App notifications/messages, Push and Email.
• Drive insights across campaigns to continuously learn and optimise performance towards KPIs for each customer lifestage. This includes the management of setting hypothesis, objectives, A/B testing and review cycles of campaigns, executing Dabble’s test & learn framework to enhance customer engagement and satisfaction.
• Dive deep into customer data to uncover trends, insights, and opportunities for personalised marketing campaigns, including surprise and delight campaigns to drive satisfaction, loyalty and advocacy.
• Collaborate with copywriters and designers to develop assets required for campaigns.
• Plan, implement and optimise campaigns and automated generosity programs ensuring the Customer Engagement budget is utilised efficiently and effectively

Team management

• Upskill new team members to execute BAU campaigns.
• Create a motivating and inspiring team environment, built on honest, open communication
• Lead and empower the team to achieve business goals. As well as developing and mentoring the team to expand their skill set and ability
• Oversee day-to-day team operation through clear team goal setting, deadlines and delegation
• Oversee the planning, coordination, and execution of CRM workflows, ensuring campaigns are delivered on time and aligned with overarching marketing strategies.
• Implement processes to ensure clear accountability in workflows and increase the level of accuracy in campaign execution
• Develop and manage CRM campaign schedules, ensuring campaigns are delivered to customer on time as planned. This includes coordinating workflow within the CRM team, as well as other departments to meet campaign timelines

Collaboration

• Partner with the US marketing team to ensure CRM strategies align with regional and campaign-specific goals.
• Share insights and best practices with the global Customer Engagement teams to leverage learnings and improve efficiency globally.

Troubleshooting

• Identify and resolve issues within CRM workflows and campaign delivery.
• Conduct root-cause analysis for errors or inefficiencies in automation, notifications and processes, ensuring rapid resolution and minimal impact on customers.
• Collaborate with technical and product teams to address system or platform-related issues effectively and identify areas for improvement.

Segmentation, Analytics & Reporting

• Interrogate customer data utilising tools such as Quicksight, Amplitude and Braze to review insights, refine segmentation strategies, personalisation efforts, and targeting techniques – measuring campaign effectiveness, and informing future strategies.
• Deliver weekly and monthly reporting and dashboards to share performance insights with key stakeholders and use these to prioritise campaign planning.

Compliance

• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Stay up to date on compliance changes and incorporate necessary adjustments into CRM processes.
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