CRM Program Manager
EveryMatrix is looking for a dedicated CRM Program Manager to join the team in London, United Kingdom.
The role acts as the day-to-day coordination point across CRM Product and Engineering pods, keeping backlogs, sprints, dependencies, and risks aligned and visible to leadership and Product Managers so decisions can be made quickly and with confidence.
The CRM Program Manager will support continuous improvement of client onboarding processes and activities through retrospectives to improve onboarding KPIs.
- Providing a coordinated view of backlogs and sprints across pods, surfacing status in a single, consistent format for leadership.
- Highlighting key interdependencies and risks between pods and maintaining a live risk and dependency register (centralized RAID log).
- Contributing to the EMF process by ensuring team estimations are up to date, supporting the management of group level initiatives.
- Developing strong working relationships with dependent EveryMatrix Business Units, particularly EM3, to keep cross-BU dependencies visible and on track.
- Attending cross-pod ceremonies where required to support Product Managers, including dependency planning, joint demos, and retrospectives on ways of working.
- Tracking delivery milestones against the roadmap, flagging slippage and coordinating recovery plans with the relevant Pod Leads.
- Supporting resourcing and capacity conversations across pods, working with the Head of Product, Head of Delivery and pod leaders to resolve competing priorities.
- Contributing to RFP responses and enterprise/client conversations, gathering and collating input across pods into a single, coherent narrative.
- Working with pod leaders to ensure early escalation for cross-pod blockers and dependencies to the Head of Product and Head of Delivery.
- Supporting continuous improvement of client onboarding process and activities through retrospectives to improve onboarding KPIs.
- Experience of Agile working across multiple pods (required).
- Track record delivering complex projects (required).
- Preferred background in iGaming, sports betting, or casino platforms (PAM, Payments, Sportsbook, Casino) (preferred).
- Program management skills, including managing multiple work items, RAID/risk registers and cross-pod tickets concurrently (required).
- Practical experience with agile and delivery tooling (e.g. Jira, Confluence or equivalent) for backlog, dependency and risk tracking (required).
- Data literate, with the ability to interpret delivery metrics (velocity, throughput, cycle time) and turn them into a clear risk or opportunity narrative (required).
- Hands-on experience with AI-assisted delivery workflows in a production context (required).
- Highly organised, with strong attention to detail and a bias for keeping information current and trustworthy (required).
- Strong written and verbal communication skills, able to flex between technical detail and business/commercial framing depending on audience (required).
- Stakeholder management across both internal functions (Growth Services, Account Management, other Business Units) and external clients/operators (required).
- Ability to translate complex interdependencies into actionable choices and trade-offs for senior stakeholders (required).
- Comfortable operating at the intersection of product, data and engineering, where product logic is tightly coupled with system behaviour (required).
- Commercially minded, comfortable supporting ROI, cost-benefit or business-case analysis alongside delivery data (required).
- Calm under pressure and comfortable with ambiguity, including operating structures that are still evolving (required).
- Familiarity with CRM tools or a proven ability to quickly learn new technologies (required).
- Start with 25 days of annual leave, with 2 additional days added each year, up to 35 days by your fifth year with EveryMatrix.
- Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
- Monthly meal allowance.
- Gym allowance.
- Access to online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
- Benefit from two Free Fridays each year, limited to one per quarter.
- 3 sick leave days per year, no doctor's note required.
- 52 weeks of paid maternity leave, with 21 weeks being fully paid.
- 4 weeks of paternity leave, plus the flexibility to work from home full-time until your child is 13 weeks old.
EveryMatrix delivers iGaming software, solutions, content and services for casino, sports betting, payments, and affiliate management to global Tier 1 operators as well as to newer brands. The platform is highly modular, scalable, and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. EveryMatrix empowers clients to unleash bold ideas and deliver outstanding player experiences in regulated markets. The company has more than 1,300 employees across 15 offices in 15 countries and serves 300+ customers worldwide, including the regulated US market. EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification.