Summary of the CRM Marketing Lead job at RWWA

Company Description

Who are we? 

TABtouch is taking customer experience to the next level – easy, safe and thrilling. 

You’ll work with leading technology to solve complex customer problems in a fast‑paced, regulated environment. We foster a collaborative culture that values innovation, accountability and continuous improvement. 

Our business is unique, offering work that is interesting, challenging and diverse. Your impact will be felt across digital and retail wagering channels, shaping how we engage, reward and retain our customers across the TAB and TABtouch ecosystem. 

Job Description

About the Role 

As CRM Marketing Lead, you’ll be responsible for delivering the customer engagement strategy through data‑led profiling, segmentation and campaign execution. 

Working closely with the wider Customer Engagement team, you’ll play a key role in planning and delivering customer communications aligned to key sporting and racing events. You’ll optimise campaigns across the customer lifecycle, ensuring timely, relevant and engaging experiences that drive customer engagement and retention.  

You’ll take ownership of campaign scheduling, segmentation, automation and performance reporting. You will oversee the management of the generosities budget, ensuring campaigns are delivered effectively and in line with business objectives.  

The role operates within a strong regulatory framework and requires careful consideration of Responsible Wagering principles and compliance obligations across all customer engagement activity. 

Key Accountabilities 

Customer Engagement & Retention 

• Deliver data‑led communications to engage and retain the active customer base 

• Define and apply campaign testing measures to report on performance and outcomes 

• Improve personalisation to support acquisition and retention of customers  

• Enhance customer communications through smarter automation, technology and customer profiling 

Campaign Delivery & Optimisation 

• Plan, coordinate and execute direct communications aligned to customer lifecycle and wagering priorities 

• Improve campaign design through audience definition, testing and performance analysis 

• Lead the development and execution of automated and trigger-based campaign capability within the Microsoft Dynamics platform 

Technology & Data Governance 

• Maintain CRM platforms to support data integrity, governance and customer contactability 

• Act as a subject matter expert in CRM system enhancements and capability uplift 

Risk, Compliance & Financial Management 

• Ensure all CRM activity complies with brand standards, Responsible Wagering and regulatory requirements 

• Execute campaigns within approved budgets and cost centre controls 

Qualifications

About You 

• Experience in customer engagement, retention, CRM or lifecycle marketing roles, ideally within wagering, gaming, retail or regulated industries 

• Strong capability in customer segmentation, campaign execution and performance optimisation 

• Demonstrated experience managing CRM campaign schedules, targeting and reporting 

• Strong analytical skills, with the ability to translate customer data into actionable insights 

• Experience working with Microsoft Dynamics or similar CRM platforms 

• Sound understanding of Responsible Wagering, regulatory compliance and customer data governance 

• Ability to manage multiple stakeholders and priorities in a fast‑paced environment 

• Confident communicator with a collaborative, customer‑first mindset 

Additional Information

What are you waiting for?

Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.

For more information visit Careers at RWWA or contact us at TalentAcquisition@rwwa.com.au

As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.

Please note, this role is only open to applicants who hold valid Australian Working Rights. RWWA does not offer sponsorship opportunities.

Additional benefits

• Hybrid and flexible work arrangements
• Personal learning and development budget
• 17.5% loading on annual leave
• Health and wellness initiatives to support you inside and out
• Access to discounts at a wide range of retailers
• Reward and Recognition Program 

At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.

We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.