CRM Manager (Online Casino)
About the Opportunity
We are hiring for our partners — an online casino operating in Tier 1 markets. We are looking for an experienced CRM Manager to take full ownership of player retention, reactivation, and lifetime value (LTV).
In this role, you will build and optimize the CRM function end to end, develop data-driven player engagement strategies, and create lifecycle campaigns that turn first-time depositors into loyal, long-term players.
You will report directly to the CEO and have the opportunity to make a direct impact on retention metrics and revenue growth.
Markets: Tier 1 countries
Responsibilities
• Build and manage automated player lifecycle journeys, including welcome flows, second and third deposit campaigns, inactivity triggers, win-back campaigns, and VIP programs.
• Develop and optimize player segmentation strategies based on value, product preferences, behavior, and churn risk.
• Plan and execute multichannel CRM campaigns across email, SMS, push notifications, on-site messaging, and Telegram.
• Design and manage promotional campaigns, including free spins, reload bonuses, cashback, and tournaments, while evaluating their cost and incremental revenue impact.
• Collaborate with fraud and payments teams to identify and prevent bonus abuse.
• Own CRM analytics and reporting, track key performance indicators, and run A/B tests to optimize offers, timing, channels, and messaging.
• Ensure all CRM activities comply with responsible gaming standards and applicable Tier 1 market regulations.
Requirements
• 3+ years of experience in CRM, retention, or lifecycle marketing within the online casino
• Proven experience working with Tier 1 markets.
• Demonstrated success in improving player retention, reactivation, or lifetime value, supported by measurable results.
• Hands-on experience with CRM platforms and marketing automation tools.
• Strong understanding of casino bonus mechanics, including wagering requirements, RTP, game contribution, and bonus abuse patterns.
• Strong analytical skills and confidence working with Excel or Google Sheets. SQL knowledge is a plus.
• Fluent English and the ability to communicate effectively with stakeholders.
Key Performance Indicators
Your performance will be measured by:
• FTD to 2nd Deposit Rate — effectiveness of player onboarding and conversion.
• D7 / D30 Retention — player engagement and lifecycle health.
• Reactivation Rate — success in bringing dormant players back.
• CRM-attributed NGR — net gaming revenue generated through CRM activities.
• Bonus Cost as % of GGR — efficiency and profitability of promotional campaigns.
What We’re Looking For
We are looking for a data-driven CRM professional who combines strategic thinking with hands-on execution. You understand player behavior, know how to build effective retention mechanics, and can demonstrate how your campaigns translate into measurable business results.
If you have experience growing player lifetime value in competitive Tier 1 markets and are ready to take ownership of the CRM function, we would be happy to hear from you.