CRM Manager
Kaizen Gaming is looking for a CRM Manager to plan and coordinate the execution of the CRM strategy for the Sportsbook and Casino products across multiple channels. The role focuses on creating high engagement in all channels and driving upwards the number of active players, retention, reactivation, and cross-sell objectives for Sportsbook and Casino members.
The successful candidate will develop a comprehensive, data-driven CRM strategy for the local market in collaboration with the HQ team, taking into account local compliance, market conditions, and competition. This position involves ownership of the CRM plan, planning and developing local, personalised, and targeted campaigns using relevant customer channels, and liaising with the CRM Strategy Team in Athens HQ for fine-tuning automated lifecycle journeys. The role also requires ensuring campaign execution and delivery as per plan, deploying the bonus budget profitably, analysing historical revenue performance, initiating and managing the development process of creatives, leading ongoing segmentation of the customer base, identifying customer touchpoints, and keeping abreast of advertising standards and consumer protection laws in the local market. Regular reporting to senior stakeholders on campaign success is also a key responsibility.
- Develop a comprehensive, data-driven CRM strategy for the local market, in collaboration with the HQ team taking into account local compliance, market conditions and competition;
- Ownership of the CRM plan;
- Plan and develop local, personalised and targeted campaigns using relevant customer channels such as onsite messaging, email, messaging and Social Media;
- Liaise with CRM Strategy Team in Athens HQ for fine-tuning of the automated lifecycle journeys, keeping them updated on market insights, competition intelligence, best practices;
- Ensure that the campaign execution and delivery is completed as per plan and all the relevant stakeholders are aware of the volumes, performance and outcomes;
- Deploy the bonus budget profitably through robust planning, execution and analysis;
- Analyze historical revenue performance and forecast future program performance;
- Initiate and manage the development process of creatives -from brief to delivery- with a laser focus on the customer insight and deliver customer engagement and response;
- Lead ongoing segmentation of the customer base in the market to identify insights and target customer segments with specific campaigns;
- Identify customer touchpoints and ensure that the right actions and communications are implemented;
- Keep abreast of advertising standards and consumer protection laws and standards in local market;
- Follow and report on competitor activity within the local market;
- Regular reporting to senior stakeholders on success of campaigns, demonstrating a deep understanding of customer motivation.
- Min. 4 years of CRM, lifecycle management or marketing, preferably in a technology company (required).
- Proven track record of developing and implementing a campaign strategy based on an understanding of customer needs and customer profile (required).
- Well-versed in extracting customer insight from data (required).
- Great organization, planning and prioritization skills, with strong attention to detail (required).
- Solid experience in implementing, driving and managing complex multi-channel campaigns (required).
- Professional experience in operating CRM tools (Adobe Campaign or Salesforce CRM, for example) (required).
- Optimove tool will be considered a plus (nice-to-have).
- Exceptional stakeholder management and collaboration skills (required).
- Excellent Command of the English language (required).
- Competitive pay & bonus scheme.
- Family Support.
- Hybrid way of working.
- Monthly meal allowance.
- Multi-sport card.
- Private Health Insurance.
- Developmental 360° feedback framework.
- Unlimited access to Udemy & continuous training for all your learning and development needs.
Kaizen Gaming is one of Europe's fastest-growing GameTech companies, operating the Betano and Stoiximan sports-betting and online-casino brands. Founded in 2013 and headquartered in Athens, Greece, with a major operational hub in Malta, it serves more than 13 million customers across 19 markets in Europe, the Americas and Africa. The company builds its own technology, combining sportsbook, live betting and casino products. Its flagship Betano brand has grown internationally through sponsorships including UEFA competitions and major football clubs.