humankind global recruitment company
CRM Manager
Full Time
€45k - €55k EUR + up to 20% bonus
Malta (Hybrid)
Are you a self-driven and detail-oriented CRM expert looking for the next step forward in your retention and loyalty career? Would you like to work for a leading iGaming operator that's in full-on growth-mode? This is a fantastic opportunity to become part of an amazing team of CRM experts, working across a range geographies and products including online casino, sportsbook and poker.
In this role you'll be responsible for the successful end-to-end delivery of below the line (BTL) retention campaigns and communications across a variety of the business's brands and markets. You'll be measured on your ability to impact top-line KPIs; your main objectives will be to increase retention, prevent churn, drive upsell and ultimately improve the overall player experience and lifetime value.
The Job...
Reporting to the Head of CRM, you'll be responsible for identifying, targeting, and influencing user behaviour to increase player retention and profitability, using your strong experience of customer retention marketing principals.
It’s a full-time role, with flexible hours. You'll be in a modern office in Malta 3 days a week, 2 days a week working from home (once you're all settled in).
You'll be responsible for:
- Customer Communication and Campaigns: Managing and executing hyper-segmented campaigns to increase retention, prevent churn, drive upsell and ultimately improve the overall player experience and lifetime value through personalised interactions with customers.
- Project Management: Using JIRA to efficiently manage projects and tasks, and maintaining effective communications with all teams and relevant stakeholders.
- Automation and Scalability: Implementing automated campaign journeys to increase operational efficiencies and enabling campaign scalability.
- CRM Budget: Using advanced prediction modelling to optimise the CRM spend budget, ensuring investment in the right customer segments driving growth and minimising budget wastage.
- Campaign Optimisation: Continuously optimising offers for increased profitability by experimenting with segmentation audiences and reward conditions.
- Analysis: Ensuring that campaign analysis is carried out to determine the ROI, and continually tweaking and improving retention lifecycle offers and player communications to maximise profitability.
- Process Improvement: Identifying opportunities for campaign and process improvements within your team and the broader department, quantifying their impact, and driving implementation.
- Localisation and Compliance: Optimising CRM plans to be relevant and localised for each market and collaborating with local market teams to understand competitor activity, regulatory requirements, limitations, and local trends.
- Cross-Team Collaboration: Working closely with the Support team to optimise campaign customer journeys to reduce contact-drivers.
- Stakeholder Reporting: Providing reporting to senior stakeholders on the success of lifecycle activities, and demonstrating a deep understanding of what motivates customers.
About You...
The CRM Manager / Retention Marketing Manager that takes on this exciting challenge will have an in-depth knowledge of customer journey optimisation best practises, with experience in developing and implementing strategies across a variety of channels.
You'll be an expert at defining the right strategy for the right channel to maximise customer retention and increased ongoing profitability.
Here's some of the key experience you'll need to demonstrate:
- Minimum of 4 years CRM experience, ideally from a similar role in the iGaming industry.
- Good understanding of player segmentation, player bonuses, and incentives.
- Excellent ability to interpret CRM data and derive actionable insights.
- Proficiency in CRM tools and email marketing platforms, ideally from Salesforce or Xtremepush.
- Strong project management skills, enabling you to handle multiple campaigns and tasks concurrently.
- Results-driven and customer-focused mindset.
- Experience from working in a multi-brand and multi-jurisdiction environment.
- This is an English speaking business, however if you have proficiency in Spanish, Portuguese, Greek, Latvian, Polish, or one of the Scandinavian languages, it would be a major plus.
The Company...
This is a growing, financially secure, gambling operator with licenses in a number of regions. It's a business that encourages innovation, independence and celebrating success, where you'll be part of multi-cultural and diverse team, with people from all over the world.
They also have a track record of promoting from within so for the career-minded there is plenty of scope for progression.
In addition to an attractive salary of €45k - €55k DOE, the company also provides flexible hybrid/remote working, along with exciting future prospects.
Additional benefits include:
- One-off relocation allowance of 1500 Euro if you're moving to Malta from overseas.
- 500 Euro per child for overseas relocations.
- Wellness and insurance plans.
- Training budgets for enhanced career development.
Want To Apply?
We're interviewing and shortlisting for this role right now, and expecting to get suitable candidates in for interview quickly. If you're interested, please apply with your up-to-date CV today.
