Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies
Languages
Timeline
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Harriette Gibbard - Adam

La Linea De La Concepcion

Summary

With 16 years of dedicated experience in the dynamic world of online gaming, I have cultivated a rich and diverse skill set that spans multiple domains, making me a valuable asset to any team. Over the course of my career, I've spent 2 years in Customer Support, 4 years in VIP and High-Value Customer management, 8 years in CRM, and 2 years in Operations. My areas of specialization encompass CRM, Operations, Regulatory Requirements, Marketing, and People Management.

As a successful marketing leader, my track record is a testament to my ability to drive growth and increase profits. I am an articulate and driven leader with a high-energy, engaging personality. I'm not just a leader; I'm a hardworking team builder who excels at motivating individuals to maximize their performance and surpass business objectives.

My innovative approach to marketing, honed over 16+ years of experience, involves the delivery of exceptional marketing campaigns, content, and collateral based on both established best practices and innovative strategies. I'm results-oriented and thrive in a collaborative environment, bringing my expertise in brand management and social media engagement to the table.

If you're seeking a marketing leader who not only understands the intricacies of the online gaming industry but can also inspire teams, drive growth, and navigate the complexities of operations and regulations, I'm ready to bring my experience and my engaging personality to your organization.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Head of Marketing Operations

Entain
04.2023 - 10.2023
  • Overseeing the overall marketing operations production team
  • Ensuring all plans and demands are delivered to the highest standards
  • Managing throughput vs capacity for all plans and ensuring departments have visibility on progress
  • Key person of contact for collating plans that end up customer-facing
  • Key person for working with regulatory department and advising teams on legal requirements
  • Creating and implementing personal development plans
  • Working with departments to arrange and implement training plans
  • Consulting on promotional ideas and tool capabilities
  • Consulting on tool development and testing phases
  • Ensuring sites/offers are up to date in regards to regulations and training teams in regulatory requirements within our area.

Interim Head of CRM

Entain
10.2022 - 04.2023
  • Conducted training and mentored team members to promote productivity and development
  • Supervised daily operations and marketing functions across 3 products to maximize revenue, customer satisfaction, and employee productivity.
  • Created customer support strategies to increase customer retention.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.

Senior Operations Manager

Entain
10.2021 - 04.2023
  • Responsible for driving operational excellence for the Party brands by working closely with the Operations Director to ensure that we deliver exceptional support across ARM, Responsible Gaming, Customer Service, Process Improvements, Ops Education and Document Validation & Support.
  • Oversaw workforce management planning, volume predictions and capacity planning.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Prepared documents for internal and external audits.

CRM Production Manager - PartyPoker

Entain
09.2019 - 09.2021
  • Ensuring that the CRM Production team is resourced, scheduled, and skilled appropriately
  • Line management of a large team of CRM associates and specialists, across multiple locations
  • Working with partypoker Marketing management on the planning of all promotions, communications, and content
  • Flawless execution of all partypoker CRM including promotions and content across all channels (email, push, web, in-client, mobile, etc)
  • Oversee day-to-day operations, delegate tasks and set deadlines, discover training needs and provide coaching and feedback where required
  • Act as first point of contact for the key relationships (above) ensuring prompt and impactful resolutions to queries along with setting and enforcing effective policies and procedures where needed
  • Ensure creation of all player communications including emails, direct mailers, client messages and SMS is relevant and accurate information
  • Co-ordination of mailing and contact lists, checking the accuracy of the data and the segmentation of lists
  • Monitor customer experience across all channels and identify opportunities, trends, etc
  • In order to manage key improvements aimed at increasing the lifetime value of our players
  • Contribute towards improving our various promotional tools, reporting tools, CRM & bonusing systems, segmentation systems, email templates, etc
  • Co-ordination and communication of all activity with internal departments
  • Initiate and implement best-in-class CRM principles
  • Ensure regulations are adhered to, and work in the interest and safety of the player
  • Other duties as assigned.

PartyPoker CRM Team Lead

Entain
10.2016 - 09.2019
  • Managing a team of 8 CRM associates and specialists
  • Managing my teams tasks and timelines to ensure all is running smoothly
  • Reviewing and appraising associates quality of work and work load
  • Communicating with an external operator to help support and execute promotions for their players
  • Testing and reviewing new features for the site
  • Testing and reviewing new and existing promotional builds in view of improving and confirming their viability
  • Answering queries from various departments on an array of items
  • Raising issues related to promotional builds/runs/tools to relevant teams
  • Creating and improving promotions for partypoker
  • Raising briefs and executing promotions for partypoker
  • Reviewing promotions for partypoker
  • Reviewing copy and content for on site and in client promotions/displays.

Poker CRM Associate

Entain
06.2013 - 10.2016
  • Responsible for end-to-end delivery of promotional campaigns and player communications, across multiple channels, such as email, SMS, push and other messaging tools
  • Devise, plan, deliver and optimize promotional campaigns through various communications channels
  • Configuration of promotional mechanics and player bonuses using back office tool
  • Produce campaign analysis reports to optimise and drive performance
  • Work closely with the Customer Interaction Management team to drive customer segmentation and provision of campaign data
  • Using back office tools to configure bonuses/content/client facing messaging and on site content.

VIP Poker Associate

Entain
01.2009 - 06.2013
  • Working directly with VIP host teams and all departments to increase player numbers and revenues for VIP poker
  • Customer support for VIP hosts
  • Reporting - tracking of KPI's and player behaviour
  • Analysis and tracking - analysis of player groups, projects and general promotions to increase knowledge and understanding of players preferences
  • Reactivation of lapsed/inactive players through outbound campaigns, general campaigns and other
  • Understanding market behaviour and trends through knowledge of industry
  • Marketing - creating and implementing short promos to increase KPI'S for VIP players.

Quality Manager Agent

Entain
01.2008 - 01.2009
  • Grading of emails
  • Grading of incoming customer service calls
  • Creating Templates for customer service users to send to players
  • Training of agents in areas of customer service.

Customer Service Agent

Entain
01.2007 - 01.2008
  • Assisted customers with their queries via phone and email
  • Resolved customer complaints via phone and email
  • Used telephone and mail to reach out to customers for reactivation purposes
  • Worked with customer service manager to ensure proper customer service was being delivered
  • Resolved Technical issues via phone and email
  • Compiled reports on overall customer satisfaction.

New Business Agent

Foxtons
01.2006 - 11.2006
  • Dealt with customer registrations via phone and email
  • Dealt with customer complaints via phone and email
  • Arranged property valuations
  • Greeted customers on visits to the head office
  • Connected customers with property agents.

Sales Agent

Borders
02.2003 - 01.2006
  • Merchandising of shop fronts
  • Merchandising of store sections
  • General Sales adviser
  • Stock room supervisor
  • Ordering of stock
  • Arranging of events.

Education

GCSE's and A Levels -

John Beddoes High School
01.2001

Skills

  • Task Prioritization
  • Team Management
  • Flexible and Adaptable
  • Teamwork and Collaboration
  • Quality Assurance
  • Multitasking
  • Analytical and Critical Thinking
  • Decision-Making
  • Dependable and Responsible
  • Public Speaking

Certification

  • Storytelling - 42courses
  • Behavioural Economics - 42courses
  • Optimove Certified Professional - Optimove

Hobbies

 

Beyond my professional pursuits, I am an avid enthusiast of diverse hobbies that add vibrancy to my life. 

Staying physically active is a significant part of my routine; I'm currently training for a marathon, which combines my passion for running and pushing my limits. Hiking serves as both an adventure and a retreat, allowing me to connect with nature. Exploring new cities satisfies my wanderlust and deepens my cultural appreciation. My creative spirit is channeled through writing, where I craft short stories and novels, while music and films are my gateways to inspiration and relaxation. Reading broadens my horizons, and as a LEGO collector, I revel in the intricate world of building. Unapologetically, I embrace my inner geek and take immense pleasure in caffeine-fueled conversations over a cup of coffee. These hobbies not only keep me well-rounded but also fuel my creativity and zest for life.

Languages

French
Intermediate (B1)
Spanish
Elementary (A2)

Timeline

Head of Marketing Operations

Entain
04.2023 - 10.2023

Interim Head of CRM

Entain
10.2022 - 04.2023

Senior Operations Manager

Entain
10.2021 - 04.2023

CRM Production Manager - PartyPoker

Entain
09.2019 - 09.2021

PartyPoker CRM Team Lead

Entain
10.2016 - 09.2019

Poker CRM Associate

Entain
06.2013 - 10.2016

VIP Poker Associate

Entain
01.2009 - 06.2013

Quality Manager Agent

Entain
01.2008 - 01.2009

Customer Service Agent

Entain
01.2007 - 01.2008

New Business Agent

Foxtons
01.2006 - 11.2006

Sales Agent

Borders
02.2003 - 01.2006

GCSE's and A Levels -

John Beddoes High School
Harriette Gibbard - Adam