CRM Manager (Betano)
Betano (Kaizen Gaming) is seeking a CRM Manager to plan and coordinate the execution of the CRM strategy for 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 such as onsite messaging, email, messaging, and Social Media. The role also requires liaising with the CRM Strategy Team in Athens HQ for fine-tuning automated lifecycle journeys, ensuring campaign execution and delivery are completed as per plan, and deploying the bonus budget profitably through robust planning, execution, and analysis. The CRM Manager will analyse historical revenue performance, forecast future program performance, initiate and manage the development process of creatives with a focus on customer insight, lead ongoing segmentation of the customer base, identify customer touchpoints, and ensure the right actions and communications are implemented. The role also requires staying abreast of advertising standards and consumer protection laws in the local market, following and reporting on competitor activity, and providing regular reporting to senior stakeholders on campaign success.
- Develop a comprehensive, data-driven CRM strategy for the local market, in collaboration with the HQ team.
- Maintain 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 the CRM Strategy Team in Athens HQ for fine-tuning automated lifecycle journeys, keeping them updated on market insights, competition intelligence, and 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.
- Analyse 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.
- Provide regular reporting to senior stakeholders on success of campaigns, demonstrating a deep understanding of customer motivation.
- Minimum 4 years of CRM, lifecycle management or marketing experience, 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 organisation, planning and prioritisation 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).
- A buddy will support you with your onboarding.
- Competitive pay & bonus scheme.
- Family Support.
- Hybrid way of working.
- 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.