CRM Manager

We are looking for an experienced CRM Manager to lead our customer engagement efforts across all non-automation CRM functions. This role will oversee a team comprising CRM Campaign Coordinators, a CRM VIP Agent, and a CRM Sportsbook Coordinator, ensuring the successful delivery of engaging, data-driven customer communications across multiple touchpoints.

The CRM Manager will be responsible for shaping and executing the overall CRM strategy, driving innovation, segmentation, campaign planning, execution, and performance across customer engagement initiatives. This includes overseeing automated journeys, mass campaigns, and highly targeted communications for key customer segments. A central part of the role will be leveraging Smartico to enhance campaign effectiveness, personalization, operational efficiency, and reporting.

What You'll Do

• Lead and manage the CRM customer engagement function, ensuring strong collaboration across Campaign Management, VIP, Sportsbook, and Automation-related activities.
• Develop and implement a comprehensive CRM strategy focused on customer engagement, retention, and revenue growth.
• Oversee end-to-end CRM planning, including segmentation, triggered communications, promotional campaigns, and mass customer communications.
• Coordinate campaign calendars and execution plans across brands, products, and customer segments.
• Ensure VIP and Sportsbook communications are timely, relevant, personalized, and commercially impactful.
• Use Smartico to improve campaign execution, streamline workflows, enhance customer segmentation at an individual level, and monitor campaign performance.
• Track key CRM KPIs, analyze campaign outcomes, and drive ongoing optimization and improvement initiatives.
• Ensure all CRM activities comply with data protection, privacy, and relevant industry regulations.
• Work closely with Content, Design, Product, and Data teams to maximize customer engagement, customer lifetime value, and ROI.

What You'll Bring

• A degree in Marketing, Business, or a related field is preferred.
• 3+ years of experience in CRM, customer engagement, lifecycle marketing, or marketing automation.
• Proven experience managing CRM teams, including campaign execution and specialist CRM functions such as VIP and/or Sportsbook.
• Strong knowledge of CRM platforms and campaign management tools; experience with Smartico is a strong advantage.
• Excellent analytical skills with a data-driven approach to decision-making and optimization.
• Strong leadership and team management skills, with the ability to motivate and develop high-performing teams.
• Excellent project management, organizational, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong communication and stakeholder management skills, with the ability to collaborate effectively across departments.

Preferred Qualifications

• Experience in iGaming, Sportsbook, or another high-volume digital marketing environment.
• Strong understanding of customer segmentation, personalization, lifecycle marketing, and retention strategies.
• Experience managing VIP, loyalty, or high-value customer communications and programmes.

Key Competencies

• Strategic mindset with a strong focus on execution and delivery
• Results-driven and performance-oriented
• Ability to balance day-to-day operational management with long-term CRM planning
• Strong problem-solving skills and adaptability in a dynamic environment
• Commercially minded with a passion for customer engagement and retention

Impact

As CRM Manager, you will play a key role in driving customer engagement, retention, and lifetime value by bringing CRM activity together under one cohesive strategy. You will lead a high-performing team, improve campaign effectiveness, and use Smartico to deliver more targeted, personalised, and data-led customer experiences.

What We Offer

• Competitive salary
• Health Insurance & Fitness Benefit
• Free parking
• Weekly team meals
• Team-building events and parties
• Learning & Development opportunities
• A great working environment