CRM Manager

We are looking for a highly motivated and experienced CRM Manager to lead and support our growing CRM team.

You’ll be joining a dynamic and collaborative CRM team consisting of three dedicated CRM Specialists located in Malta. The team operates within a structured environment and reports directly to the Director of Managed Services – CRM.

The ideal candidate is an organised, data-driven professional with a proven track record in managing multiple projects simultaneously. You’ll be responsible for driving CRM performance, ensuring campaign delivery meets business goals, and balancing both strategic planning and hands-on execution. Strong prioritisation skills, the ability to meet tight deadlines, and excellent cross-functional communication are key to success in this role.

Responsibilities:

• Design and implement multi-channel CRM strategies focused on conversion, retention, and reactivation.
  
• Support the team in hands-on campaign execution using CRM tools and platforms.
  
• Collaborate with data analysts, product teams, and frontend developers to optimise campaign performance and user journeys.
  
• Continuously test, measure, and iterate CRM initiatives based on performance data and customer behaviour insights.

Financial Responsibilities:

• Demonstrate a strong understanding of key financial KPIs such as ARPU, retention rate, bonus cost, and NGR.
  
• Develop CRM strategies that are aligned with financial targets and client-specific goals.
  
• Identify and implement improvements that optimise campaign ROI and overall performance across all serviced brands.
  
• Build and present business cases to support new initiatives and process enhancements.

Leadership Responsibilities:

• Lead, mentor, and manage a team of CRM Specialists, ensuring efficient task allocation and timely delivery.
  
• Provide strategic guidance to the team, setting priorities in line with business goals.
  
• Foster a culture of performance, collaboration, and accountability within the team.
  
• Represent the CRM team in internal meetings and with external clients, confidently presenting strategies and performance updates.

• Proven experience in managing and delivering CRM strategies within a fast-paced, data-driven environment.

• Strong leadership and people management skills, with the ability to inspire and develop a team.

• Deep understanding of CRM performance metrics and the ability to translate them into actionable plans.

• Solid understanding of the online gaming industry, including compliance requirements and regulatory restrictions across different markets.

• Ability to collaborate effectively with cross-functional teams, including data, product, and frontend development.

• Confidence in communicating with senior stakeholders and clients, both internally and externally.

• Strong analytical and problem-solving skills, with the ability to build business cases and forecast impact.

• Organised and able to manage multiple projects and deadlines simultaneously.

• Hands-on experience with CRM platforms, campaign tools, and segmentation methodologies.

• Commercially aware, with a clear understanding of how CRM impacts business performance.

• Great career development opportunities
• Hybrid working model
• International Health Insurance
• Health and Wellbeing Package (380 EUR per year)
• Birthday Day Off
• Me Time - 1 day off per year
• Lunches in the office for free