CRM Manager
This role is for a CRM Manager at an international online gaming company. The ideal candidate will be responsible for designing, launching, and optimising customer relationship management (CRM) journeys across multiple channels to enhance player lifetime value, retention, and reduce churn. The position requires a strong understanding of CRM metrics, segmentation strategies, and the ability to translate data into actionable insights to improve communication and promotional effectiveness. Collaboration with Product and Marketing teams is essential to ensure a consistent user experience and align CRM initiatives with broader business goals.
- Design, launch, and optimise end-to-end CRM journeys (Welcome, Retention, Reactivation) across multiple channels.
- Knowledge of core CRM metrics and understanding of how to improve them.
- Own and execute a localised CRM strategy focused on increasing Player Lifetime Value (LTV), retention, and reducing churn.
- Define and evolve customer segmentation (behavioural, value-based, lifecycle) to enable highly targeted promotions.
- Collaborate closely with Product to integrate and promote gamified and other product features within the CRM lifecycle.
- Propose, test, and scale new promotional mechanics, offers, and communication based on data.
- Own campaign planning and execution across channels, ensuring high quality, consistency, and performance.
- Deep dive into key CRM performance metrics.
- Translate data into actionable insights to improve communication strategy and bonus efficiency.
- Align CRM initiatives with Marketing and Product priorities to ensure a consistent user experience.
- 2+ years of experience in CRM or Lifecycle Marketing, ideally in iGaming.
- Proven experience designing and executing CRM campaigns across the full lifecycle (onboarding, retention, reactivation).
- Strong understanding of business KPIs (e.g., NGR, Active Days, Churn Rate, ARPU), with the ability to translate data into actions.
- Proven experience with CRM and performance tracking tools (Tableau or similar).
- Understanding of segmentation strategies (behavioural, value-based, lifecycle).
- Strong interest in gamification and player psychology, with a clear understanding of user engagement drivers.
- Experience working with cross-functional teams (Product, Marketing, Analytics) and aligning CRM initiatives with broader business goals.
- Upper Intermediate English (spoken and written).
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.