Summary of the CRM Marketing Specialist job at RWWA

Company Description

About Us 

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

As the CRM Marketing Specialist, you will deliver targeted direct communications that support the broader customer lifecycle strategy. Working with key stakeholders, you will use customer insights, segmentation and performance data to create relevant, timely campaigns that drive engagement and retention.

With a passion for sport and racing, you will help shape and deliver communications that enhance the customer experience and strengthen loyalty.

Operating within a highly regulated environment, the role requires careful consideration of Responsible Wagering principles and regulatory obligations across all customer interactions, analysis and engagement activity.

Key Accountabilities

Customer Engagement & Retention

• Plan and execute targeted campaigns aligned to the sport, racing and wagering calendar.
• Use customer segmentation and data-driven insights to tailor communications across relevant channels.
• Manage customer communications with discipline, accuracy and a strong focus on retention outcomes.
• Collaborate on strategy and processes to retain customers

Campaign Delivery & Optimisation

• Contribute to the production and delivery of the CRM campaign schedule
• Develop engaging content across EDM, SMS, social and other applicable channels
• Segment the customer base to deliver relevant, timely and targeted offers
• Define success measures and evaluate campaign performance across all channels
• Optimise and build automated campaign capability within the Microsoft Dynamics environment

Technology & Data Governance

• Maintain data sources within CRM platforms, ensuring data integrity, governance and customer contactability
• Review and enhance customer management processes to improve automation and effectiveness
• 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
• Ensure excluded customers are appropriately removed from all customer communications

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 communication skills, including copy and content development
• 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 team player with a collaborative, customer‑first mindset.

Additional Information

Why join RWWA?

• Flexibility that works for you – hybrid arrangements that combine working from home with the benefits of our modern office.
• Investment in your growth – access to dedicated learning budgets and professional development support.
• A modern, people-first workplace – enjoy state-of-the-art facilities, wellness spaces, free parking, and secure end-of-trip amenities.
• Recognition that matters – competitive remuneration, employee benefits, and reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
• Wellbeing and support – access to mental health initiatives, wellness programs, and a paid Wellness Day.
• Community impact – contribute to safer wagering outcomes and positive community outcomes across WA.
   

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. 

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.