CRM Journey Manager

Role Overview

• Lead strategic planning, execution, and optimisation of multi-brand CRM campaigns across sportsbook and casino, using AI, automation, and data to enhance performance and player journeys
• Own the end-to-end lifecycle of communication-based campaigns and player journeys, leveraging advanced segmentation and targeting strategies
• Align all initiatives with business goals, collaborating closely with Loyalty, Promotions, and cross-functional teams to ensure cohesive monthly campaign planning and execution
• Play a lead role in the adoption and integration of AI automation and machine learning within CRM operations
• Define the roadmap for initial implementation and continuously optimize and manage these technologies to enhance campaign effectiveness, personalization, and operational efficiency
• Oversee the briefing and coordination of operational, creative, and data requirements, ensuring seamless delivery and high-quality assets
• Maintain clear visibility for stakeholders on current and upcoming campaigns, proactively troubleshooting issues and escalating as needed to ensure timely resolutions
• Implement and refine AB and other testing strategies to maximize player engagement and ROI whilst finding new opportunities to exploit
• Partner with BI/Insights to analyse campaign performance, present monthly KPI overviews, whilst driving continuous improvement through data-driven decision-making
• Champion the evolution of CRM tools and internal processes, identifying and implementing improvements to optimize campaign execution and team efficiency
• Support CRM Coordinators, fostering advanced tool knowledge and effective problem-solving.

Requirements

• Minimum 3 years’ experience in a senior CRM/Retention role within the iGaming industry
• Demonstrated mastery of CRM tools and campaign management from conception to completion
• Experience leading the implementation and ongoing optimization of AI automation and machine learning solutions within CRM or related functions
• Strong analytical skills with the ability to interpret performance and financial KPIs
• Exceptional attention to detail, organizational, and time management abilities
• Fluent English communication skills, both written and verbal
• Collaborative team player with proven leadership capabilities.

Benefits

• Competitive salary and benefits
• Opportunities to learn, grow, and develop
• A creative, collaborative team environment