Senior CRM Manager

We are looking for a hands-on CRM / Retention Manager to build and scale player lifecycle communications from the ground up.

You will be responsible for setting up CRM processes, launching multi-channel campaigns, and continuously optimizing retention performance. This role requires a strong ownership mindset and close collaboration with product and casino teams.

Key Responsibilities

• Set up and manage CRM processes in Customer.io: build segments, events, attributes, and messaging flows to ensure стабильная performance and target metrics delivery
• Launch and manage communications across channels: email, push, in-app, and personalized offers for different player segments
• Work closely with the Casino Manager on the activity calendar:
  • propose CRM scenarios to support promotions
  • prepare segments and offers
  • launch campaigns on time
• Design and optimize bonuses and promo mechanics together with the Casino Manager to improve retention while controlling promo costs
• Establish a continuous optimization process for CRM flows (iterations, testing, improvements)
• Monitor key metrics and dashboards, identify anomalies, bottlenecks, and growth opportunities

Requirements

• 3–5+ years of experience in CRM / Retention in iGaming or similar product environments
• Strong hands-on mindset — ability to both build and execute
• Experience working in fast-paced, product-driven teams
• CRM systems:
  building journeys, segments, events/attributes, templates, campaigns; debugging, launching, and monitoring
• Channel management:
  Email / SMS / Web Push / In-App — setup, sending logic, frequency caps
• User segmentation:
  RFM, behavioral segmentation, lifecycle stages, VIP and anti-abuse triggers
• A/B testing:
  experiment design, execution, and analysis
• CRM analytics:
  ability to work with metrics and make data-driven decisions
• Deliverability:
  understanding and operational control (open rates, spam, inbox placement)
• Advanced CRM setup:
  dynamic variables, personalization, localization, UTM/tagging, content rules