Senior CRM Manager

Extended Leadership Opportunity Role Location: USA | Spain | Malta | Remote We are building a next-generation US Sweepstakes Casino and are looking for an ambitious Senior CRM Manager to help drive the next phase of our growth.

Reporting directly to the Head of Gaming, you will be responsible for developing and executing CRM strategies to drive player engagement, retention, and lifetime value. The role involves managing CRM campaigns, ensuring operational efficiency, and leveraging data to optimize customer experiences. In this role, you will be collaborating closely with team members across different departments to deliver engaging and personalized communications that align with the vision and goals of the business.

We are looking for someone who is passionate about player retention, obsessed with performance, constantly testing new ideas and always looking for the next growth opportunity. You'll work closely with Marketing, Product, Analytics and Operations to ensure every retention initiative delivers long-term customer value.

Key Responsibilities

• CRM Strategy & Execution

Develop, implement and execute CRM automated campaigns to improve player retention, reactivation and engagement Align campaigns with overall CRM strategies, company objectives and brand guidelines. Manage, mentor and support a team of CRM Coordinators to foster their growth and professional development

• Campaign Management

Orchestrate campaigns in US sweepstakes Manage end-to-end campaign processes, from planning and segmentation to execution and analysis Create and improve existing workloads and personalized communications using CRM tools to maximize brand revenues Oversee A/B testing to optimize campaign performance and refine strategies

• Performance Analysis and Development

Monitor the CRM main KPIs at player and brand level to meet the budget expectations Budget and analyze campaign results and optimize based on findings Work close with the BI and Casino departments to analyze player behavior, segmentation and campaign performance, identifying trends, opportunities and areas of improvement Collaborate with the BI team to enhance reporting dashboards and transform data into actionable insights

• CRM tools & Technology

Liaise with the tech team to troubleshoot issues, integrate systems and implement new features Work with cross-functional teams to integrate CRM systems and gamification tools, optimizing processes and workflows Provide guidance on CRM trends and industry best practices

• Compliance and best practices

Ensure all campaigns comply with regulatory requirements including, data privacy and local market regulations Adhere to responsible social play practices and promote ethical communication standards