CRM Manager

About the Role

We are seeking an experienced and data-driven CRM Manager to lead our customer relationship management strategy for our crypto casino brands. This role is crucial in driving player engagement, retention, and lifetime value (LTV) through personalized marketing campaigns, loyalty programs, and data-driven insights.

The ideal candidate will have a strong background in CRM, a passion for the iGaming and crypto industry, and expertise in segmentation, personalisation, automation, and customer lifecycle management.

Responsibilities

CRM Strategy & Execution

• Develop and execute a comprehensive CRM strategy focused on customer retention, engagement, and loyalty.
• Own the customer lifecycle journey, ensuring seamless retargeting, onboarding, retention, and reactivation campaigns (including bonus setup and campaign delivery).
• Design and implement personalized, multi-channel campaigns via email, SMS, web push notifications, promotions page, and homepage carousel banner.
• Collaborate with cross-functional teams (Acquisition, VIP, Product, BI, Customer Support) to enhance customer experiences.

Player Segmentation & Personalization

• Utilize data-driven segmentation to tailor promotions and messages based on player behavior, preferences, and transaction history.
• Leverage AI and machine learning tools to optimize customer journeys and predict churn risks.
• Implement VIP and loyalty programs to enhance high-value player retention.

Campaign Management & Automation

• Develop and implement automated workflows for customer engagement, including welcome sequences, milestone rewards, and reactivation campaigns.
• Develop and implement ad-hoc manual campaigns targeting segments not covered by automated journeys.
• Work with CRM and automation tools (e.g., Customer.io, Braze, Simplify, Optimove, Salesforce, HubSpot, or similar).
• A/B test messaging, offers, and content to continuously improve conversion rates.

Data & Performance Analytics

• Analyze key CRM metrics, including retention rates, LTV, churn rate, and campaign ROI.
• Generate reports and insights to refine CRM strategies and present findings to senior stakeholders.
• Ensure continuous optimization through data-driven decision-making and insights from player behavior analytics.

Regulatory Compliance & Best Practices

• Ensure CRM campaigns comply with gambling regulations, GDPR, and crypto-related policies.
• Stay up to date with crypto casino trends, emerging technologies, and best practices in retention marketing.

Requirements

• 3+ years of CRM experience, preferably in iGaming, online casino, or crypto gaming.
• Hands-on experience with CRM tools (Braze, Customer.io, Optimove, Salesforce, etc.).
• Strong understanding of crypto casino trends and player behavior.
• Familiarity with GDPR, gambling regulations, and compliance requirements.
• Strong communication and collaboration skills.

What We Offer

• Competitive salary
• Flexible working options
• Fantastic office locations in Marbella, Malmö and Malta
• A dynamic and inclusive work environment
• Annual company trip to foster team spirit and collaboration

If you are passionate about CRM, automation, and player retention in the crypto gaming space, apply now to be part of our growing team.