Kasia Bialek
CRM Manager
Isle Of Man,Onchan
Summary
Performance-oriented CRM Manager offering exceptional record of achievement over 10-year career. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Tenacious manager with strategic and analytical approach to solving problems, bringing in customers and accomplishing profit targets.
Overview
16
16
years of professional experience
Work History
CRM Manager
PokerStars -Flutter International
11.2017 - Current
- Creating, managing and delivering CRM promotions including acquisition & retention type of poker & loyalty promotions
- Driving the cross-vertical activities amongst recreational players segment that encourage Multi Product Play. Overseeing Multi Vertical campaigns and increasing group value of recreational players.
- Supporting and delivering on strategic direction for recreational players. Proposing calendar of promotions using existing and new mechanics that drive player financial objectives and increase player value perception.
- Improving efficiency of Offset Spend by increasing support and promotions aligning with strategy.
- Providing epic player experiences by delivering engaging and rewarding offers. Ensuring proposed promotions mechanics align with amazing players experience and leverage engagement.
CRM/ Brand Manager
Condor Gaming
10.2016 - 09.2017
- Increased brand awareness , relevant differentiation , value, accessibility and emotional connection
- Developed brand massaging to external parties ( tagline, campaign themes, proof points, etc.)
- Monitored, measured and managed brand equity and spend
- Developed an integrated launch of promotions and ongoing marketing plan
- Created and managed the plan for all CRM activities, including design and execution of all type of promotion
CRM Operations Manager
Bwin/ Dominion Entertainment Limited
07.2015 - 09.2016
- Planned and executed Sports & Casino loyalty promotions for high value customers
- Managed and delivered CRM projects with various stakeholders and clearly specified SLAs
- Maximized performance by monitoring daily activities and mentoring team members.
- Worked with BI department to define CRM promotional objectives & KPIs
- Monitored and analysed promotions performance to identify areas of improvement and make necessary adjustments.
- Developed and optimized customer handling procedures
- Handled all escalations related to customer promotions
- Kept all the departments informed about all the CRM activities
Customer Service Agent
Betclic Everest Group
01.2015 - 06.2015
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Entered customer interaction details in the system to track requests, document problems, and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Updated standard e-mails in HTML
- KYC duties
Senior Polish and English Promotional CS
Bwin International Ltd.
05.2008 - 11.2014
- Evaluated promotions on customers accounts
- Prepared procedures and presentations for the department
- Resolved various customers issues
- Updated customer service scripts
Education
Certificate of Higher Education - Business Administration And Marketing
University of London
London 04.2001 -
Certificate of English, Advance Level - English For Speakers of Other Languages
Notting Hill College
London 04.2001 -
OCR Level 1 Certificate of Adult Literacy - English Language And Literature
Ealing College
London 04.2001 -
High School Diploma -
11th High School
Bialystok, Poland 04.2001 -
Skills
Campaign Management
Customer Retention Strategies
Data-Driven Decision-Making
Strategic Planning
Operations Management
Account Management
Brand Development
Decision-Making
Excellent Communication
Teamwork and Collaboration
Multitasking Abilities
Timeline
CRM Manager
PokerStars -Flutter International
11.2017 - Current
CRM/ Brand Manager
Condor Gaming
10.2016 - 09.2017
CRM Operations Manager
Bwin/ Dominion Entertainment Limited
07.2015 - 09.2016
Customer Service Agent
Betclic Everest Group
01.2015 - 06.2015
Senior Polish and English Promotional CS
Bwin International Ltd.
05.2008 - 11.2014
Certificate of Higher Education - Business Administration And Marketing
University of London
04.2001 -
Certificate of English, Advance Level - English For Speakers of Other Languages
Notting Hill College
04.2001 -
OCR Level 1 Certificate of Adult Literacy - English Language And Literature
Ealing College
04.2001 -
High School Diploma -
11th High School
04.2001 -