Back Role Overview:
We are looking for a CRM Manager with proven experience in the iGaming field to join the team. The ideal candidate will have a deep understanding of customer lifecycle management, experience in the iGambling industry, and a proven track record in developing retention strategies that drive engagement and revenue. GDPR compliance and customer data protection are central to everything we do, and we expect the CRM Manager to ensure all initiatives align with these standards.
Key Responsibilities:
- Promotional Strategy Development: Design and execute innovative promotional strategies aimed at boosting brand visibility, enhancing customer engagement, and driving revenue growth across our iGambling and betting portfolio;
- Campaign Management: Collaborate with product and design teams to create targeted marketing campaigns that effectively highlight the unique selling points of our products and services;
- Customer.io Management: Fully manage and optimize the use of Customer.io, ensuring effective automation, personalized messaging, and precise targeting to maximize engagement and retention;
- Segmentation & Targeting: Identify key audience segments and craft tailored marketing messages that resonate with customer preferences and behaviors, maximizing impact and ROI;
- Market Research & Analysis: Conduct market research and competitor analysis to stay ahead of industry trends, spot opportunities, and mitigate potential risks. Utilize these insights to inform and refine marketing strategies;
- Retention Metrics & Optimization: Monitor and analyze key retention KPIs, including churn rate, reactivation rate, and customer satisfaction. Leverage data-driven insights to continually optimize retention initiatives and customer engagement tactics;
- Product Collaboration: Work closely with the product development team, offering input on enhancements and features that can increase customer retention and overall product engagement;
- Customer Support & Churn Prevention: Partner with the customer support team to ensure seamless resolution of player issues, while implementing proactive strategies to reduce churn and increase player loyalty;
- VIP & High-Value Customer Management: Develop and maintain strong relationships with VIP and high-value customers by delivering personalized experiences and managing tailored VIP retention programs;
- Reporting & Analysis: Prepare and deliver regular reports and presentations to senior management, communicating the performance of retention strategies, promotional campaigns, and customer engagement initiatives.
Ideal profile for the position:
- Proven experience in CRM management within the iGambling or betting industry;
- Knowledge and awareness of regulatory limitations in the Portuguese market;
- Strong knowledge of GDPR and experience implementing compliant strategies;
- Expertise in customer lifecycle management and the development of customer segmentation strategies;
- Deep familiarity with Customer.io and the ability to fully manage, configure, and optimize it for retention and engagement purposes;
- Excellent analytical skills with a data-driven mindset;
- Ability to collaborate cross-functionally with product, design, and customer support teams;
- Proven track record of managing VIP and high-value customer programs;
- Strong communication and presentation skills.
