Lead CRM Manager

About the Company and Product

We develop a legal product in the online betting and gambling industry for Asian markets. Our product ranks among the top 3 most recognizable brands in the countries where we operate. Our database contains millions of records, with hundreds of thousands of monthly active users.

Retention, monetization, and reactivation of such a large user base require a technological and data-driven approach.

Who We Are Looking For

• We are looking for a strong CRM Lead to join the CVM department, who will take full ownership of managing an established and fully functional CRM team.
• Our CRM team is not just about sending campaigns. It is a department where processes are structured according to user lifecycle stages. We have implemented a transparent grading system (from Junior to Senior), and the team works closely with the analytics department (including an ML unit), data enrichment through CDP, and complex cascading A/B tests.
• We are looking for a leader with strategic vision who can manage this expertise, act as a facilitator within the team, and drive global product metrics growth.

Responsibilities
Team Management
Setting goals, monitoring task execution, and allocating resources
Employee development, mentorship, and improving the professional maturity of the team
Strategy & Customer Journey Map (CJM)
Development and optimization of the global CRM communication strategy
Synchronizing lifecycle streams (Onboarding, Churn, Loyal) into a seamless Customer Journey Map
Performance Management
Monitoring key metrics across the entire funnel
(from STD, onboarding completion, and deliverability to LTV, GGR of the loyal segment, and reactivation conversion)
Designing and running A/B tests
Technical Infrastructure Development
Supervising integration of new channels and providers
Monitoring communication channel deliverability
Managing automation and data enrichment via CDP
Cross-Functional Collaboration
Close collaboration with the product team, analytics, and development teams
Initiating improvements to the admin panel, working on predictive models, and automating BI reporting
Budgeting & Unit Economics
Monitoring CRM budgets
Controlling target action costs (Cost per Went Online, Cost per Reactivation)
Calculating communication ROI

Candidate Requirements (Hard & Soft Skills)
 

Experience
3–5+ years of experience in CRM marketing working with databases of several million users
Leadership Experience
Proven experience managing a team
Ability to delegate tasks, estimate resources and timelines, and provide developmental feedback
Analytics & Metrics
Strong understanding of cohort analysis and unit economics
Experience working with metrics such as Churn Rate and ARPU
Ability to make decisions strictly based on data

Technical Expertise
Deep understanding of communication channels
Knowledge of deliverability principles and channel mechanics
(SMS, Push, In-App, Email, Call Center, etc.)
Experience working with CDP platforms and complex trigger chains
Strategic Thinking (Helicopter View)
Ability to see the big picture, identify risks, and design long-term testing and automation strategies
Maturity & Leadership
Ability to take responsibility for strategic decisions
Build a trust-based team environment
Act as a driver of innovation

What We Offer
Established Infrastructure
You will not be building from scratch. You will be managing an already well-established and high-performing CRM system and taking it to the next level.
Professional Team
Your team consists of Junior, Middle, and Senior specialists who are autonomous, capable of writing technical specifications for analysts, setting up complex flows, and clearly understanding their responsibilities.
Resources
Access to top industry tools, budgets for testing new hypotheses and channels, and strong support from the product and development teams to implement complex CRM infrastructure initiatives.