CRM Manager

Playtech Managed Services is looking for a proactive CRM Manager. On this position you will be managing a team of executives and creatives. You will be responsible for contributing to CRM strategy, leading the delivery of CRM, campaigns and engagement activities.

• Serve as the primary point of contact for campaign briefs, ensuring clarity and timely execution.
• Lead, mentor, and develop junior CRM executives, fostering growth and performance excellence.
• Manage the end-to-end multi-channel CRM process, including quality assurance and performance evaluation.
• Drive conversion of registered customers into paying customers, optimizing engagement strategies.
• Implement and maintain automated lifecycle campaigns to reduce churn and maximize player value.
• Plan and execute promotional calendars and CRM strategies, aligning with stakeholders and budget requirements.
• Collaborate closely with technical, product, QA, and customer service teams to ensure seamless delivery.
• Oversee CRM bonus costs, ensuring optimal resource allocation for campaigns.
• Ensure all CRM activities comply with industry regulations, licensing requirements, and responsible gaming policies.
• Coordinate with relevant departments to deliver high-quality campaigns, boosting loyalty and revenue from existing customers.
• Support and assist the Head of CRM in all duties and responsibilities, acting as deputy when required.
• Maintain brand tone and deliver exceptional customer service across all CRM touchpoints.
• Stay informed on market standards and retention trends, applying best practices to enhance performance.
• Achieve monthly retention performance targets, driving measurable results.
• Analyze customer data and recommend actionable strategies to achieve desired outcomes.
• Track key performance indicators and report campaign results to stakeholders with clear insights.
• Produce regular and ad-hoc performance analyses (daily, monthly, quarterly, annual) on CRM operations, making recommendations to maximize revenue potential.

• Have proven experience in CRM management, with at least 2–3 years in the online sportsbook and/or casino industry.
• Possess detailed knowledge of CRM strategies, processes, and initiatives that drive engagement and retention.
• Demonstrate expertise in executing CRM lifecycles and activities, ensuring seamless customer journeys.
• Communicate effectively in English, with excellent written and verbal skills.
• Show strong presentation abilities, confident in presenting to all levels of the organization.

• Comprehensive health and dental insurance plans
• Life insurance
• MultiSport card
• Employee assistance program
• Food, travel and wellness allowances
• 25 days of paid annual leave
• Company-sponsored seminars, training programs, social activities, and events
• Newlywed bonuses
• Baby bonuses