Casino Marketing and Operations Specialist

Overview: You’ll be central to executing and refining the go-to-market/marketing strategy for a new online Curacao-licensed casino while ensuring smooth casino operations. Your role will cover CRM management, campaign execution, customer segmentation, and VIP program oversight, with a focus on building an engaging player experience and driving player loyalty.

Key Responsibilities:

Marketing Responsibilities

• CRM & Email Journeys:
• Manage and optimize CRM system and email journeys to drive player acquisition, engagement, and retention.
• Develop, implement, and monitor customer journeys, focusing on personalization and relevance for enhanced player experience.
• Promotions & Campaign Management:
• Manage the CMS and set up / monitor promotions
• Execute marketing campaigns across multiple channels (Google, Facebook, Twitter, email, etc), targeting specific customer segments and demographics, adjusting based on performance metrics.
• Email Marketing & Customer Segmentation:
• Create and schedule email marketing campaigns, crafting tailored messages for segmented lists to increase open rates, clicks, and conversions.
• Continuously refine segmentation strategies to target players with the most relevant offers and updates.
• Campaign Performance & Targeting:
• Track and analyze campaign performance across channels, optimizing for acquisition, engagement, and retention.
• Utilize analytics to refine targeting strategies, ensuring our marketing efforts reach the right audience with the right message.
• Affiliate Marketing & SEO:
• Work with affiliate partners and negotiate affiliate deals to drive traffic and sign-ups, managing relationships and monitoring performance.
• Optimize on-site content for SEO to increase organic visibility and traffic, aligning with overall brand positioning and player interests.

Operations Responsibilities

• Customer Help & Customer Service:
• Oversee customer service operations, ensuring prompt, accurate responses to player inquiries and resolving issues related to accounts, payments, and gameplay.
• Implement a process to collect customer feedback and continuously improve service quality.
• Client Reporting:
• Prepare regular reports on marketing and operational KPIs, including customer engagement, campaign effectiveness, player acquisition, and retention.
• Generate insights from reporting to inform decision-making and refine marketing and operational strategies.
• VIP Program Design & Relationship Building:
• Develop and manage a VIP program with tiered benefits, rewards, and personalized support for high-value players.
• Foster strong relationships with VIP members, offering tailored support and benefits to enhance their gaming experience and drive loyalty.
• General Operations
• Design and implement operational workflows, document procedures, and develop best practices to ensure a smooth player experience.
• Create processes to effectively communicate customer feedback to product team 

Key Qualifications:

• Experience: 3+ years of experience in casino marketing, operations, or a related field, ideally within the online gaming or iGaming industry.
• Marketing Expertise: Proven experience managing CRM systems, email marketing, and customer segmentation, with a track record of successful campaigns.
• Operational Knowledge: Familiarity with online casino operations, customer support protocols, and VIP program management.
• Analytical Skills: Data-driven approach to campaign optimization, reporting, and segmentation; ability to generate actionable insights from data.
• Relationship-Building Skills: Ability to engage with VIP players, delivering a top-tier experience that drives loyalty.
• Communication Skills: Strong written and verbal communication skills; attention to detail and creativity in messaging.
• Tech-Savvy: Familiar with CRM tools, CMS platforms, and online reporting tools; able to navigate marketing and operational software efficiently.