Anthony Grech
CRM/VIP, Operations
Sliema
Summary
Proactive and meticulous Head of CRM with over 8 years of experience in the iGaming industry. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Head of CRM
Aspire Global
02.2021 - Current
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Improved lead conversion rates by implementing effective follow-up strategies based on customer insights gleaned from CRM.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Enhanced customer satisfaction with prompt issue resolution through effective CRM management.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Spearheaded data migration projects, ensuring seamless transitions between CRM systems.
- Assisted with change management efforts during major system upgrades or migrations, minimizing disruption to users'' daily activities.
- Built Potential VIP & VIP Journeys, focused on finding & building your VIPS rather than waiting for them.
- Managed several client migrations as well as company & system migrations.
- Managed CRM Strategy for over 100 brands on white label business model.
- Created new CRM Sector for bespoke approach to larger clients wanting dedicated focus on their brands.
- Improved Retention metrics by 10% overall simply by clever targeting & automation.
Casino CRM Manager
Aspire Global
Sliema, 56
10.2019 - 02.2021
- Developing and testing CRM retention and reactivation strategy
- Creating players segmentation
- Optimizing players lifecycle
- Planning campaigns and promotions
- Working with marketing to make sure acquisition and retention activities are optimized
- Working closely with Studio & Product to create new & innovative ideas for the brands
- Managing the bonus spend budget and making sure campaigns are planned to achieve the overall monthly and quarterly targets
- Ensuring the smooth daily operations of the brands
- Managing site content, game positioning and promotions visibility across mobile and desktop.
VIP Sales Team Leader
Aspire Global
04.2018 - 09.2019
- Manage a team of 7 people while compiling reports, prioritize and delegate tasks, and follow through on all assignments
- Recruit and training new team members on client satisfaction, products and services, systems, company policies and procedures
- Provide ongoing training regarding regulatory and customer service, sales skills
- Grasp of customer needs and satisfy them via chat, email and phone
- Prepare daily workloads for staff & coordinating the daily allocation of work
- Motivate the team to achieve high standards and KPI targets
- Handle new client enquiries and acting as the face of the business
- Deal with and resolve problems and issues which arise
- Work with the sales and marketing team to drive sales forward
- Monitor & report on standards & performance targets
- Arrange & chair weekly team meetings, focusing on targets & achievements
- Implement new initiatives.
CSD Shift Manager
Aspire Global
08.2017 - 04.2018
- Monitoring the chat, telephone & email queues at all means, to ensure all customers are handled within SLA targets whilst maintaining the highest level of quality, planning and implementing task distribution action between VIP and Support agents on shift, to maintain balanced workload
- Handling escalations of technical difficulties between departments and to 3rd party game providers such as NYX, Evolution Gaming, Netent, Play N Go, Neogames; Personal 1-2-1 training with agents and VIP account managers
- Assisting in the development of all employees.
English VIP Personal Account Manager
Aspire Global
12.2016 - 08.2017
- Interact directly with VIP Customers both reactively and proactively via email, chat and telephone
- Resolve customer's queries accurately and efficiently, to the best interest of both the company and the customer
- Communicate efficiently and accurately with VIP customers to an extremely high quality service standard, using excellent sales initiative and interaction skills, by email, chat and telephone (both reactively and proactively ) in order to reach key monthly performance indicators.
English Customer Support Agent
Aspire Global
03.2016 - 12.2016
- In/outbound Chat/Telephone/Email based Customer Support, Sales and Service - Highly Target driven role at the highest service level within the I-gaming industry.
Education
High School Diploma -
MCast
Malta 04.2001 -
Skills
Analytical Thinking
undefinedTimeline
Head of CRM
Aspire Global
02.2021 - Current
Casino CRM Manager
Aspire Global
10.2019 - 02.2021
VIP Sales Team Leader
Aspire Global
04.2018 - 09.2019
CSD Shift Manager
Aspire Global
08.2017 - 04.2018
English VIP Personal Account Manager
Aspire Global
12.2016 - 08.2017
English Customer Support Agent
Aspire Global
03.2016 - 12.2016
High School Diploma -
MCast
04.2001 -
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