CRM Manager

As the CRM Manager, your main goal is to take over the retention efforts of partner operators to develop and execute CRM strategies, tactics, and operational plans. Your responsibilities will also include identifying customer touchpoints, developing automated user journeys, enhancing product features for customer retention, managing conversions, and optimizing the CRM program. You will work closely with various teams, including the local marketing teams of partner operators

Responsibilities:

• Define and develop the CRM strategies, tactics, operational planning, and execution.
• Control and manage the CRM program, regularly updating, optimizing, and reporting on its performance.
• Develop automated and personalized user journeys and messages across the player lifecycle.
• Manage conversions throughout the customer journey and implement tactics to improve conversion rates.
• Identify all customer touchpoints and ensure the right actions and communications are implemented at each stage of the customer journey.
• Create innovative ways to enhance the customer satisfaction index and reduce churn for different customer segments across all online products.
• Own the customer experience, ensuring customer longevity and commercial success.
• Work with management, BI, and other teams to develop and execute CRM-related projects.
• Collaborate with product teams to develop retention features within products that enhance the overall customer experience.
• Produce reports with detailed analytics to gain insights into customer behavior and campaign effectiveness.

Requirements:

• Prior experience in the role within the iGaming industry/ 3-4 years (experience in the LATAM market is preferred)
• Fluent English (knowledge of French is a strong asset)
• Proficiency in customer relationship management (CRM) software and marketing automation tools.
• Bachelor's degree in Marketing, Business, or a related field. Master's degree is a plus
• Strong analytical and data-driven mindset, with the ability to interpret complex data and generate actionable insights.
• Strong communication and interpersonal skills.
• Creative thinking and problem-solving abilities.
• Knowledge of A/B testing and experimentation.
• Ability to work effectively in a cross-functional and collaborative environment.