Job Summary:
The CRM Marketing Manager (iGaming) is responsible for developing and executing a comprehensive CRM strategy that drives player engagement, retention, and lifetime value across all gaming verticals. This role focuses on leveraging player data to deliver personalised and timely communications, promotions, and lifecycle campaigns that enhance the overall player experience.
The CRM Marketing Manager will oversee campaign execution across multiple channels - email, SMS, push notifications, and in-app messaging - ensuring alignment with broader marketing, product, and compliance objectives. Collaboration with teams across acquisition, VIP, analytics, and operations is key to creating a seamless player journey and maximising ROI.
Key Responsibilities:
- Develop and implement a data-driven CRM strategy to improve player engagement, retention, reactivation, and overall player lifetime value (LTV).
- Manage player databases, ensuring data accuracy, segmentation, and GDPR/compliance best practices.
- Plan, create, and execute personalised multi-channel campaigns (email, SMS, push, on-site) tailored to player lifecycle stages - new player onboarding, active player engagement, churn prevention, and VIP retention.
- Work closely with product, content, and design teams to deliver engaging, localised, and compliant CRM communications.
- Analyse player behaviour and campaign performance metrics (open rates, CTR, conversion, retention, ARPU) to identify trends and opportunities for optimisation.
- Utilise marketing automation tools and CRM platforms (e.g., Optimove, HubSpot, Braze, Salesforce, or similar) to build player journeys, triggers, and dynamic content campaigns.
- Test, monitor, and optimise CRM campaigns through A/B testing and data insights to continually improve player engagement and conversion.
- Collaborate with VIP, acquisition, and customer service teams to ensure a consistent and rewarding player experience across all touchpoints.
- Manage CRM budgets, timelines, and relationships with third-party vendors or agencies.
- Stay current with CRM, gamification, and retention trends within the iGaming industry to continually innovate CRM strategies.
