The CRM Operations Manager is responsible for overseeing and executing all customer relationship management activities. This role is highly hands-on, requiring expertise in campaign execution, customer segmentation, marketing automation, and data-driven optimization. The ideal candidate will work across multiple teams, including marketing, product and compliance, to ensure seamless campaign execution that enhances customer engagement, retention, and lifetime value.

Key Responsibilities:

• Execute and optimize CRM campaigns across multiple channels (email, SMS, push, in-app notifications) to enhance engagement, retention, and loyalty.
• Plan and manage the promotion calendar, focusing on casino and sports-related events and offers.
• Write marketing content and oversee the design of campaign assets.
• Utilize CRM platforms and automation tools to execute lifecycle campaigns, promotional offers, and retention strategies.
• Segment customer data to personalize campaigns and enhance engagement.
• Design and execute automated customer journeys for onboarding, retention, and reactivation.
• Conduct A/B testing on campaign elements such as subject lines, timing, and content, using insights to refine strategies.
• Work with analytics teams to track, measure, and report on customer engagement and campaign performance.
• Oversee daily Casino and Sportsbook operations tasks, including site content management and reward awarding.
• Collaborate with product teams to implement features that improve the customer experience.
• Maintain customer data hygiene, troubleshoot CRM platform issues, and ensure system integrations function correctly.
• Ensure GDPR compliance and other regulatory adherence in CRM operations.
• Work closely with product, design, and content teams to align campaigns with brand and business goals.
• Identify and implement best practices and workflow efficiencies within CRM operations.

Requirements:

• 3+ years of hands-on experience in CRM operations, preferably in a fast-paced digital or iGaming environment.
• Experience with marketing automation, segmentation, and dynamic content personalization.
• Strong analytical skills, with experience using data tools such as Google Analytics, Looker, or SQL.
• Hands-on experience with A/B testing and lifecycle campaign optimization.
• Basic HTML knowledge for email template modifications is a plus.
• Strong project management skills, with the ability to handle multiple campaigns and deadlines simultaneously.
• Excellent communication and stakeholder management skills.
• Understanding of GDPR and regulatory compliance in CRM marketing.