CRM Manager - Early Life Retention (Relocation to Malta)

About client:

We are currently hiring for a client who is a world-class iGaming operator offering various online gaming products across multiple markets, both through their proprietary gaming sites and partner brands. Their iGaming platform is central to their strategy, supporting over 25 online brands and growing, and it's used by hundreds of thousands of users worldwide. Our client embraces a Hybrid model, with the flexibility of working three days in the office in Malta.
About Role:

Our Client is seeking a self-driven and detail-oriented CRM expert with a “can-do” attitude to join our Global CRM & Engagement department. This is a fantastic opportunity to become part of an amazing team of CRM enthusiasts.

In this role you are accountable for the successful end-to-end delivery of below the line (BTL) early life retention offers and communications across a variety of the group’s brands, markets, and products.

You will be measured on your ability to impact top-line KPIs; your main objectives are to increase revenue from new customers, improve early life retention rates —particularly in the lifecycle stage between the first and second deposit, boosting cross-sell rates between sportsbook and casino, and ultimately optimizing the early customer experience to build long-term loyalty.

To be successful in this role, proficiency in Salesforce Journey Builder is essential.

THE CHALLENGE:

Here is a taste of what you will be involved with:

• Customer Communication and Campaigns: Manage and execute hyper-segmented early lifecycle offers and communication to increase revenue from new customers, improve early life retention rates —particularly in the lifecycle stage between the first and second deposit, boosting cross-sell rates between sportsbook and casino, and ultimately optimizing the early customer experience to build long-term loyalty.

• Project Management: Use JIRA to efficiently manage projects and tasks, and to maintain effective communications with all teams and relevant stakeholders.

• Automation and Scalability: Implement automated customer journeys in Salesforce Journey Builder to optimize the early stages of the customer lifecycle.

• CRM Budget: Utilize advanced data models to optimize the CRM spend budget. This ensures investment in the right customer segments to drive growth and minimize budget wastage.

• Campaign Optimization: Continuously optimize offers for increased profitability by experimenting with segmentation audience and reward conditions.

• Analysis: Ensure that campaign analysis is carried out to determine the net ROI, and continually tweak and improve early life retention offers and player communications to maximize profitability.

• Process Improvement: Identify opportunities for further automation and process improvement within your team and the broader department, quantify their impact, and drive implementation.

• Localization and Compliance: Optimize CRM plans to be relevant and localized for each market and collaborate with local market teams to understand competitor activity, regulatory requirements, limitations, and local trends.

• Cross-Team Collaboration: Work closely with the Support team to optimize early life customer journeys and offers to reduce contact-drivers.

• Stakeholder Reporting: Provide reports to senior stakeholders on the success of lifecycle activities, showcasing a deep understanding of what motivates customers during the early stages of their journey with our brands.

• On-call: In addition to standard working hours, you will also work on a roster along with other Managers and Coordinators to provide afterhours support on any incidents relating to early life retention campaigns.

YOU ARE GOOD AT:

• Good understanding of player segmentation, player bonuses and incentives.

• Excellent ability to interpret CRM data and derive actionable insights.

• Genuine interest in the online casino and poker sector and sportsbook betting products.

• Strong project management skills, enabling you to handle multiple campaigns and tasks concurrently.

• Results-driven and customer-focused mindset.

• Minimum of 4 years’ CRM experience, ideally from a similar role in the iGaming industry.

• Experience from working in a multi-brand and multi-jurisdiction environment.

• Proficiency in Salesforce Journey Builder.

EXTRA AWESOME:

• Proficiency in Spanish, Portuguese, Greek, Latvian, Polish, or one of the Scandinavian languages is a significant plus.

WHAT IS IN IT FOR ME?

Much like riding a rollercoaster, sometimes life with us can be lightning fast with twists and turns but always FUN! We recognize it may not be for the faint-hearted, but if you’re a go-getter, initiator and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.

We offer numerous challenges where your skills will be put to good use! We encourage innovation, independence and celebrate success where you will be part of a multi-cultural and diverse company, with people from all over the world.