Senior CRM Manager

We are partnering with a fast-growing digital entertainment group that operates several successful online casino brands. The team is expanding and looking for a hands-on CRM Manager to own and scale the entire player lifecycle strategy — from onboarding and retention to reactivation and loyalty.

This is a role for someone who enjoys building smart, data-driven campaigns and isn’t afraid to get deep into the numbers, testing, and automation.

What you’ll do

• Own and optimize the CRM strategy across the full player journey — FTDs, new, active, at-risk, lapsed, and reactivated users.
• Build and deliver multi-channel campaigns (Email, SMS, Push, On-site) with clear KPIs and tracking.
• Design and maintain automated journeys with triggers, frequency caps, exclusions, and control groups.
• Segment players by behaviour, value, and preferences to ensure personalized and timely communications.
• Measure performance and drive improvements in retention, re-deposit rate, ARPPU, churn, and bonus cost-to-deposit.
• Produce clear, actionable reports (D1/D7/D30 retention, LTV, NGR) with insights and next steps.
• Continuously test and refine: manage A/B and holdout experiments, document learnings, and roll out winning versions.
• Keep the CRM system structured — templates, dynamic content, deliverability, QA before launch.
• Collaborate with Casino Ops, VIP, Product, Content/Design, and CS teams to ensure consistency of messaging and promotions.
• Monitor competitor activity and maintain a best-in-class retention playbook.

What you’ll need

• Excellent command of English (C1+).
• 3+ years of experience in CRM within iGaming, ideally at a senior or specialist level.
• Proven success in building automated lifecycle programs that impact retention and LTV.
• Solid knowledge of CRM platforms and automation tools (experience with Smartico is an advantage).
• Strong data literacy — ability to analyse KPIs and transform insights into action.
• Highly organized, proactive communicator, comfortable juggling multiple projects.
• Flexibility to support occasional weekend campaigns when required.

Nice to have

• Hands-on experience with Smartico or similar platforms.
• Basic SQL/BI knowledge (for quick data validation or reporting).
• Understanding of casino mechanics (bonuses, wagering, lobby setup) and responsible gaming principles.

What you’ll get

• A friendly, creative team where you truly own your work.
• Competitive package based on experience and performance.
• All tools and technology needed to succeed.
• Lunch provided in the office.
• Performance Bonus Scheme and annual salary review based on impact.