Senior CRM Manager

The Company:

Ventures Lab is an international company with over 200 employees, specializing in the iGaming and Fintech industries. We deliver a diverse portfolio of products and services, including iGaming verticals, electronic payment solutions, and managed services for customer operations. By leveraging technology and driving innovation, we empower our partners to achieve greater success in competitive markets. Our global reach and expertise make us a trusted partner for cutting-edge solutions.

The Role:

As Senior CRM Manager, you lead and develop a team of CRM Executives to deliver data-driven strategies that boost engagement, retention, and player value. Partnering with the Head of CRM, you shape and execute CRM strategy, turning insights into impactful actions.You own gamification and personalisation as core growth pillars, driving tailored customer journeys and engagement mechanics. You lead cross-functional initiatives, including automation, new channel integration, and innovation, within regulatory frameworks. You also own performance visibility through reporting, insights, and stakeholder alignment, ensuring strong execution through KPI management and team development.

Your Responsibilities:

Main Duties and Responsibilities:

• Oversee the optimisation of multi-channel CRM campaigns, ensuring they align with strategic goals.
• Take ownership of:
• Leading gamification and personalisation as core growth pillars—conceptualizing, building, and optimizing engagement mechanics and tailored customer journeys that drive user behavior, loyalty, and lifetime value.
• Delivering cross-functional CRM initiatives, including automation, new channel integration, and innovation, within regulatory frameworks.
• Owning performance visibility through reporting, insights, and stakeholder alignment.Shaping long-term CRM strategy in close partnership with the Head of CRM.

• Train and develop CRM Team Lead/s, who will oversee day-to-day team operations and first-level support and broader team.
• Actively participate in setting performance KPIs for team members, conducting regular performance evaluations, and providing constructive feedback to drive growth and accountability.
• Maintain involvement in complex personnel topics, escalations beyond Team Lead level, and recruitment of CRM roles.
• Support effective CRM onboarding training for newcomers and create opportunities for ongoing training and skill development for the team.
• Focus on strategic CRM projects, process improvements, and cross-departmental initiatives.
• Coordinate the team’s efforts in campaign implementation, troubleshooting issues, and maintaining consistent communication with stakeholders.
• Analyse player data and campaign performance to derive actionable insights, inform strategic decisions, and refine targeting and segmentation.
• Support the team in leveraging data analytics to personalise communication and enhance customer lifetime value.
• Prepare and present regular reports on CRM performance, player insights, and campaign ROI to senior stakeholders.
• Work closely with Brand operations, Customer Support, and other departments to ensure CRM initiatives align with broader business objectives.
• Promote a culture of compliance, responsible data handling, and effective customer communication within the team.
• Cooperate with brand managers. CS Ops teams. Marketing teams

:

Key skills and experiences:

• Proven experience in a senior CRM role, preferably within a fast-paced, data-driven environment.
• Strong leadership skills with experience managing and developing a team.
• Deep understanding of CRM tools, customer segmentation, and multi-channel marketing.
• Analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills, capable of influencing cross-functional teams and presenting to senior management.
• Knowledge of industry regulations and best practices in data privacy and player communication.
• Experience in the gaming industry or a similar player-driven sector is a plus.

What we offer:

• Competitive salary
• Opportunity to make a real impact in a developing organization
• Consultancy B2B contract on a full time basis with 25 days PTO