Patrianna

Customer Retention Specialist

• Plan, build, and schedule retention campaigns and customer journeys using CRM and marketing automation platforms like Bloomreach, or Builder.
• Monitor customer signals such as churn risks and renewals, executing timely outreach to keep players engaged
• Maintain pristine data hygiene, segmentation, and customer profiles for targeted retention efforts
• Track key metrics like churn rate and engagement, preparing clear reports that drive actionable improvements
• Collaborate with the Content & Design, Outbound(VIP), and Customer Support to align retention activities with broader campaigns
• Troubleshoot CRM workflows and implement process enhancements to optimize performance

CRM Retention Specialist

Customer Support

• Connect and solve: Handle player inquiries across chat, email, and phone with genuine care and efficiency
• Be a problem-solver: Resolve account, purchase, and technical issues while creating positive experiences
• Collaborate for impact: Work with specialized teams to tackle complex cases and drive improvements
• Shape our future: Document feedback and identify trends that help us build better products
• Drive excellence: Meet performance goals while maintaining the human touch that makes us special
• Grow continuously: Learn new tools and techniques while mentoring teammates

Patrianna

CRM Retention Specialist

Customer Support Agent

Customer Support Agent