VIP CRM Manager
This role is for a VIP CRM Manager at an international online gaming company that offers sports betting and casino services. The company's strategic focus is on delivering a high-quality, personalized gaming experience using advanced technology and localized services for Latin American players. The company also develops and operates its own Casino Games, CRM, CS, and Back-office platforms.
- 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, optimizing incentive structures to maximize margin efficiency
- Develop, implement, and continuously optimize VIP lifecycle journeys (Onboarding, Growth, Loyalty, Churn Prevention) with clear KPIs for retention, ARPU growth, and LTV
- Plan, execute, and optimize 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 personalized 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
- 2+ years of CRM experience within the iGaming industry, with direct exposure to VIP segment management
- Strong analytical mindset with the ability to interpret complex datasets and translate insights into actionable strategies
- Experience managing bonus cost optimization and campaign ROI analysis
- Proficiency in CRM tools, marketing automation platforms, and performance tracking systems
- Ability to deliver clear strategic CRM reports and recommendations
- Deep understanding of player behavior and lifecycle dynamics within Casino and Sports products
- Experience working with LATAM markets is considered a strong advantage
- Strong communication and presentation skills
- Proactive and practical approach
- Strong interpersonal skills to work cross-functionally with Product, BI, CS, VIP, Design, and Marketing teams
- Comfortable in a fast-paced environment with multiple markets, frequent game releases, and dynamic event calendars
- 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.