CX Intelligence Specialist

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a CX Intelligence Specialist to join our team in Durban. Do you think you have what it takes to be our newest Purple Star?

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

Bonus to Have:

• Advanced data analysis, interpretation, and data storytelling. (Preferred)
• Advanced Microsoft Excel and strong experience with Power BI or a comparable business intelligence tool.(Preferred)
• Proficiency in SQL for querying, joining, validating, and analyzing datasets. (Preferred)
• Knowledge of data modelling, dashboard design, KPI development, and reporting automation. (Preferred)
• Understanding of CRM, customer lifecycle, segmentation, campaign, loyalty, rewards, communication, and digital engagement metrics. (Preferred)
• Ability to analyze betting, transactional, behavioral, and customer interaction data. (Preferred)
• Working knowledge of statistical concepts, testing methodologies, and performance measurement. (Preferred)
• Experience with CRM and engagement platforms such as XtremePush, Smartico, Zendesk, Salesforce Marketing Cloud, Braze. (Preferred)
• Adobe Campaign, or similar would be advantageous. (Preferred)
• Knowledge of APIs, event data, data integrations, data warehouses, and cloud data environments would be advantageous. (Preferred)
• Excellent written, verbal, presentation, and stakeholder communication skills. (Preferred)
• Bachelor's Degree or Diploma in Data Analytics, Statistics, Mathematics, Business Intelligence, Information Systems, Computer Science, Economics, Marketing Analytics, or a related field. (Preferred)
• Minimum 3-5 years' experience in data analytics, customer analytics, business intelligence, CRM reporting, marketing analytics, or a comparable analytical role. (Preferred)
• Experience developing dashboards, recurring management reports, KPI scorecards, and ad-hoc analyses. (Preferred)
• Experience analyzing customer behavior, campaigns, communications, loyalty, transactional, or betting data. (Preferred)
• Experience working with large and complex datasets from multiple source systems. (Preferred)
• Experience validating data, reconciling metrics, investigating anomalies, and documenting reporting definitions. (Preferred)
• Experience translating analytical findings into clear business recommendations for technical and non-technical stakeholders. (Preferred)
• Experience within betting, gaming, financial services, telecommunications, retail, digital commerce, or another high-volume customer environment would be advantageous. (Preferred)

What You’ll Do For The Brand:

Operational

Customer, Betting & Behavioral Analysis

• Analyze customer behavior, betting activity, product preferences, transaction patterns, engagement levels, and lifecycle movement across relevant platforms.
• Identify trends, anomalies, opportunities, risks, and behavioral indicators that influence acquisition, activation, retention, reactivation, churn, and customer value.
• Develop customer profiles, segments, cohorts, and value bands to support targeted engagement strategies.
• Conduct ad-hoc analysis in response to operational, campaign, product, and strategic business questions.
• Translate analytical findings into clear insights and practical recommendations for stakeholders.

Reporting, Dashboards & KPI Management

• Develop, maintain, and improve daily, weekly, monthly, quarterly, and executive reporting for the Customer Engagement function.
• Create dashboards and scorecards covering CRM, betting, loyalty, rewards, customer service, communication, and campaign performance.
• Define and document reporting metrics, calculations, data sources, business rules, and refresh frequencies.
• Monitor performance against agreed KPIs, targets, baselines, and historical trends.
• Automate recurring reporting processes where appropriate to improve efficiency, consistency, and timeliness.

Campaign & Communication Analytics

• Measure campaign and communication performance across email, SMS, push notification, in-app messaging, and other approved channels.
• Analyze audience reach, delivery, engagement, conversion, uplift, cost efficiency, and customer value outcomes.
• Evaluate targeting, segmentation, offer, timing, channel, and journey performance to identify optimization opportunities.
• Support A/B testing and other controlled testing approaches, including test design, measurement, and result interpretation.
• Produce post-campaign reports with clear conclusions and recommended actions.

• CRM, Loyalty & Rewards Intelligence

• Analyze CRM journey performance, customer lifecycle movement, loyalty participation, tier progression, points activity, rewards utilization, and gamification engagement.
• Identify opportunities to improve program participation, benefit relevance, customer progression, and retention.
• Monitor performance across CRM and loyalty platforms and highlight material changes, exceptions, or underperformance.
• Support the measurement of customer engagement initiatives and program enhancements.

• Data Quality, Validation & Governance

• Validate the accuracy, completeness, consistency, and timeliness of data used in reports and dashboards.
• Investigate data discrepancies, anomalies, broken feeds, and reporting variances, coordinating corrective action with relevant teams.
• Reconcile key metrics across source platforms and reporting environments.
• Maintain a reporting catalogue, data dictionary, metric definitions, validation controls, and analysis documentation.
• Handle customer and business data in accordance with approved governance, privacy, security, and access requirements.

• Insight Communication & Stakeholder Support

• Present insights in a clear, concise, and audience-appropriate manner using data storytelling and visualization.
• Partner with Customer Engagement, Marketing, Data, Business Intelligence, Product, Technology, Contact Centre, and other stakeholders to understand reporting needs.
• Convert business questions into analytical requirements, reporting outputs, and measurable success criteria.
• Provide analytical support for planning, prioritization, business cases, platform enhancements, and performance reviews.
• Promote consistent use of trusted data and standardized measures across the Customer Engagement team.

• Continuous Improvement

• Identify opportunities to improve data availability, reporting processes, dashboards, analytical methods, and platform instrumentation.
• Support testing and validation of new data feeds, tracking events, reporting enhancements, and platform changes.
• Stay informed about customer analytics, CRM measurement, visualization, and reporting best practices.
• Contribute to a culture of evidence-based decision-making and continuous improvement.

What You’ll Bring To The Team:

• Strong analytical and problem-solving skills with the ability to interpret complex datasets and identify actionable business insights.
• Excellent reporting, data visualization, and dashboard management skills.
• Strong marketing campaign analysis and performance measurement capabilities.
• Excellent organizational, planning, prioritization, and decision-making skills, with the ability to manage multiple reporting requirements simultaneously.
• Strong administration and attention-to-detail skills, ensuring accuracy, consistency, and quality in all reporting outputs.
• Excellent communication and interpersonal skills, with the ability to present complex information clearly to both technical and non-technical stakeholders.
• Advanced Microsoft Excel skills and experience working with reporting, analytics, and business intelligence platforms.
• Strong stakeholder management and collaboration skills across Marketing, CRM, Product, Technology, Customer Service, and external service providers.
• Commercial awareness with the ability to connect customer insights and data trends to business objectives and revenue outcomes.
• Data storytelling skills, translating analytical findings into clear recommendations and actionable business decisions.
• Ability to work independently, manage competing priorities, and meet deadlines in a fast-paced environment.
• Continuous improvement mindset with a focus on automation, process optimization, reporting efficiency, and data quality enhancement.

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.