VIP CRM Manager
Growe is seeking a VIP CRM Manager to oversee strategic customer engagement for Casino and Sports products. The role involves managing VIP lifecycle journeys, optimising bonus budgets, and driving revenue growth through data-informed campaigns.
The successful candidate will collaborate with account management teams to ensure a seamless player experience across multiple communication channels. This position requires a focus on performance metrics, A/B testing, and the continuous improvement of retention and reactivation strategies.
- Prepare and own a strategic monthly VIP CRM calendar tailored for Casino and Sports customers, leveraging analytics to drive data-informed decisions.
- Control VIP CRM revenue targets and bonus budget allocation, ensuring alignment with overall business objectives.
- Monitor bonus cost versus incremental revenue and ensure positive campaign ROI, optimising incentive structures to maximise margin efficiency.
- Develop, implement, and continuously optimise VIP lifecycle journeys (Onboarding, Growth, Loyalty, Churn Prevention) with clear KPIs for retention, ARPU growth, and LTV.
- Plan, execute, and optimise campaigns for VIP upselling, retention, and reactivation on a daily basis.
- Collaborate closely with VIP Account Managers to align automated CRM flows with high-touch manual outreach, ensuring a seamless and personalised player experience.
- Manage communications across email, SMS, push notifications, and in-app messaging channels, ensuring consistency and relevance.
- Track, measure, and report on key performance metrics including Retention Rate, Reactivation Rate, Churn Rate, ARPU, LTV, and monthly revenue flows.
- Monitor campaign conversion metrics (acceptance rate, usage rate, wagering completion, incremental uplift) and communication performance (Open Rate, CTR, Conversion Rate, Delivery Rate).
- Design and execute statistically robust A/B and multivariate tests, defining hypotheses, success metrics, and incrementality impact to drive continuous performance improvement.
- At least 1 year of CRM experience within the iGaming industry, with direct exposure to VIP segment management (required).
- Strong analytical mindset with the ability to interpret complex datasets and translate insights into actionable strategies (required).
- Experience managing bonus cost optimisation and campaign ROI analysis (required).
- Proficiency in CRM tools, marketing automation platforms, and performance tracking systems (required).
- Deep understanding of player behaviour and lifecycle dynamics within Casino and Sports products (required).
- Experience working with LATAM markets (Spanish-speaking regions) (nice-to-have).
- Proactive and resourceful approach in resolving campaign, segmentation, or bonus issues quickly (required).
- Strong communication and presentation skills, with the ability to deliver clear strategic reports and recommendations (required).
- Ability to work in a fast-paced environment with multiple markets, frequent game releases, and dynamic event calendars (required).
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
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.