CRM Manager

CRM Manager

Remote role - Malta based

Responsibilities:

• Planning and ownership of the CRM strategy across the player lifecycle - covering onboarding, early life, retention, reactivation, and churn prevention.
• Defining and managing customer lifecycle journeys and player segments.
• Continuously testing and pro-actively optimising CRM strategies based on performance data and player behaviour.
• Maintaining the CRM calendar, ensuring that tickets are created and assigned in advance.
• Managing daily workload and ability to reach team deadlines.
• Managing a team of coordinators.
• Prioritising A/B testing for offers as well as communications.
• Coordinating with internal stakeholders on campaigns and CRM updates.
• Coordinating with the necessary internal stakeholders to deliver design/content for campaigns.
• Identifying opportunities to improve the CRM offering based on player behaviour, game performance, and market trends.
• Analysing player trends and competitor activity to identify opportunities for CRM development.
• Conducting regular analysis of campaign performance to identify content, configuration, or player experience issues.
• Aiding the team with execution and QA of campaigns when necessary.
• Actively working with the CRM tools to understand capabilities and optimise offers.

Requirements:

• Based in Malta; remote position.
• 2+ years CRM experience in online gaming, casino, social casino, sweepstakes gaming, or a closely related industry.
• Experience working specifically within the US sweepstakes/social casino sector is a plus, but not essential
• Experience working with Smartico is a plus, but not essential
• Strong understanding of CRM strategy and customer lifecycle management.
• Experience managing multi-channel CRM campaigns.
• Strong knowledge of customer segmentation, personalisation, automation, and lifecycle marketing.
• Experience developing and managing automated customer journeys.
• Excellent organisational and project coordination skills.
• Strong communication and stakeholder management skills.