Operations Specialist - CRM

The Operations Specialist - CRM at VGW plays a pivotal role within the Customer Engagement team, focusing on enhancing the quality and efficiency of marketing CRM operations. VGW is an interactive entertainment company dedicated to delivering world-class, free-to-play games. This position is based in Sydney and reports to the Operations Manager - Customer Engagement.

Key responsibilities include optimizing CRM tools and platforms to align with the evolving needs of the Customer Engagement team, providing support for escalations from customer-facing teams, and maintaining compliance with internal procedures and guidelines. The role also involves building and updating the CRM team's Knowledge Base to ensure clarity and consistency across all platform configurations and operational procedures. Additionally, the specialist will assess product changes and adapt related processes accordingly.

Candidates should have a minimum of 3 years of experience in an operations role supporting an online customer service organization, with expert knowledge of marketing technologies and CRM platforms. Demonstrated success in handling marketing CRM operational needs for over 2 years is required, along with experience in mentorship or coaching. Proficiency in Braze is highly desirable, and experience with Salesforce or comparable CRM systems is expected.

VGW offers a dynamic and inclusive work environment where employees are encouraged to balance their personal and professional lives. The company provides opportunities for learning and career advancement, competitive compensation, and a range of perks and benefits. The culture emphasizes collaboration, innovation, and a commitment to delivering a positive player experience.