-
Role Overview
Our client is looking for an experienced CRM Manager to lead the customer lifecycle strategy for a leading online gaming platform. The role is responsible for planning and executing CRM initiatives that increase player engagement, retention, and long-term customer value through personalized communication, segmentation, and automation. The successful candidate will combine strategic thinking with strong analytical skills and work closely with multiple business functions to deliver data-driven customer experiences across a variety of communication channels.
01
Core Responsibilities
- Define and execute the overall CRM and customer lifecycle strategy.
- Develop and optimize customer journeys across acquisition, activation, retention, reactivation, and loyalty stages.
- Plan and coordinate CRM campaigns for casino, sportsbook, promotional activities, VIP programs, tournaments, and seasonal initiatives.
- Manage customer communications through email, SMS, push notifications, in-app messaging, and other digital channels.
- Improve campaign effectiveness through audience segmentation, behavioral targeting, personalization, and automation.
- Design and optimize automated customer journeys based on user activity, preferences, lifecycle stage, and customer value.
- Monitor campaign performance by tracking engagement, retention, revenue, customer lifetime value, bonus efficiency, and other key CRM metrics.
- Analyze campaign results and provide recommendations for continuous optimization and improved customer engagement.
- Partner with Marketing, Product, Casino, Sportsbook, Analytics, Design, Customer Support, Compliance, and Content teams to successfully deliver CRM initiatives.
- Ensure all CRM activities comply with regulatory requirements, internal policies, and responsible gaming standards.
- Contribute to the ongoing improvement of CRM processes, automation capabilities, and operational workflows.
- Coordinate CRM priorities and, when required, provide guidance to CRM specialists involved in campaign execution.
02
Requirements
- 4-6 years of experience in CRM, lifecycle marketing, retention marketing, or customer engagement.
- Proven expertise in planning and delivering CRM campaigns, customer segmentation, automated journeys, and personalized communications.
- Strong understanding of customer lifecycle management and strategies for increasing engagement and retention.
- Experience analyzing CRM performance metrics and using insights to optimize campaigns.
- Excellent organizational and stakeholder management skills, with the ability to coordinate multiple initiatives simultaneously.
- Good understanding of promotional mechanics, loyalty programs, and customer retention strategies.
- Analytical mindset with the ability to interpret data and translate findings into actionable improvements.
- Excellent written and verbal communication skills in both Bulgarian and English.
03
Bonus / Nice to Have
- Previous experience within the online gaming, sportsbook, casino, betting, or another highly regulated digital industry.
- Experience working for an operator licensed on the Bulgarian regulated market.
- Hands-on experience with Smartico or a comparable CRM and marketing automation platform.
- Experience developing VIP programs, loyalty initiatives, and advanced customer segmentation models.
- Knowledge of dynamic content, automated campaign logic, and personalized customer journeys.
- Experience working with CRM platforms in fast-paced, data-driven environments.
04
What We Offer
Interested in this opportunity?
Apply now and become part of our growing team.
By applying you agree to our privacy policy.
Estimated response time: 2–4 business days
We are an equal opportunity employer.