CRM Manager

• Lead CRM strategy across multiple iGaming brands
• Drive player retention, engagement & lifecycle campaigns
• Work closely with Casino, Sportsbook & BI teams

As CRM Manager, you will provide leadership across all customer relationship management initiatives, driving player engagement, retention, and lifetime value across multiple brands and channels. You will be responsible for designing and executing data-driven CRM strategies, overseeing segmentation and automation frameworks, and ensuring all CRM activity is compliant with data protection and regulatory requirements.
 
This role will oversee CRM systems, campaign planning, reporting, customer lifecycle management, and cross-functional collaboration to support sustainable growth and maximise player ROI.
 
This role is suited to a motivated CRM Executive who wants to take the next step in their iGaming career with a fast-growing business. The ideal candidate will be willing to executive campaigns from start-to—finish, working closely with the Head of Casino, Head of Sportsbook and BI Team to ensure campaigns are optimised for all customer segments. 
 
Duties and Responsibilities including but not limited to the following:
 
CRM Strategy & Leadership

• Provide strategic direction for all CRM initiatives, ensuring alignment with overall business objectives and growth targets.
• Develop and execute sophisticated, multi-channel CRM strategies to drive player loyalty, engagement, and lifetime value.
• Lead budgeting, forecasting, and resource planning for CRM activities, ensuring effective ROI measurement and cost control.
• Continuously refine CRM processes, automation frameworks, and campaign execution standards to support scalability and performance.

 
Campaign Management & Optimisation

• Oversee the end-to-end delivery of CRM campaigns, ensuring timely execution, quality control, and performance tracking.
• Drive continuous optimisation of campaigns and customer journeys through testing, innovation, and performance analysis.
• Implement advanced segmentation and behavioural targeting strategies to enhance personalisation and engagement.
• Monitor campaign effectiveness through detailed reporting, analytics, and data-driven insights.

 
Data & Analytics

• Utilise advanced data analytics and predictive modelling to inform campaign strategy and lifecycle marketing initiatives.
• Work alongside the BI team to analyse customer behaviour, engagement metrics, and ROI to identify trends, opportunities, and areas for improvement.
• Ensure CRM reporting supports senior leadership decision-making and long-term strategic planning.

 
Cross-Functional Collaboration

• Work closely with Marketing, Product, Data, and Senior Leadership teams to align CRM initiatives with wider company goals.
• Support innovation initiatives by leveraging CRM insights to improve product and customer experience strategies.

Undertake any other duties reasonably related to the role as required.
 
Required Qualifications, Skills and Experience:
Experience

• 2+ years of proven experience in a CRM environment within the iGaming or digital industry.
• Demonstrated success in developing and executing strategic CRM initiatives focused on retention and lifetime value growth.

 
Technical & Industry Knowledge

• Strong expertise in player segmentation, behavioural analysis, and lifecycle marketing strategies.
• In-depth understanding of automation, customer flows, retention mechanics, and incentive structures in digital environments.
• Hands-on experience with CRM platforms (ideally Fast Track and/or Customer.IO) and proven ability to optimise CRM tools and processes.

 
Skills and Competencies

• Strong strategic thinking and data-driven decision-making capabilities.
• Excellent analytical skills with the ability to translate complex data into actionable insights.
• Exceptional communication and presentation skills, with the ability to convey complex strategies to senior stakeholders.
• Fluency in English; additional languages advantageous.