CRM Manager
Playtech Managed Services is looking for a proactive CRM Manager. On this position you will be managing a team of executives and creatives. You will be responsible for contributing to CRM strategy, leading the delivery of CRM, campaigns and engagement activities.
- Serve as the primary point of contact for campaign briefs, ensuring clarity and timely execution.
- Lead, mentor, and develop junior CRM executives, fostering growth and performance excellence.
- Manage the end-to-end multi-channel CRM process, including quality assurance and performance evaluation.
- Drive conversion of registered customers into paying customers, optimizing engagement strategies.
- Implement and maintain automated lifecycle campaigns to reduce churn and maximize player value.
- Plan and execute promotional calendars and CRM strategies, aligning with stakeholders and budget requirements.
- Collaborate closely with technical, product, QA, and customer service teams to ensure seamless delivery.
- Oversee CRM bonus costs, ensuring optimal resource allocation for campaigns.
- Ensure all CRM activities comply with industry regulations, licensing requirements, and responsible gaming policies.
- Coordinate with relevant departments to deliver high-quality campaigns, boosting loyalty and revenue from existing customers.
- Support and assist the Head of CRM in all duties and responsibilities, acting as deputy when required.
- Maintain brand tone and deliver exceptional customer service across all CRM touchpoints.
- Stay informed on market standards and retention trends, applying best practices to enhance performance.
- Achieve monthly retention performance targets, driving measurable results.
- Analyze customer data and recommend actionable strategies to achieve desired outcomes.
- Track key performance indicators and report campaign results to stakeholders with clear insights.
- Produce regular and ad-hoc performance analyses (daily, monthly, quarterly, annual) on CRM operations, making recommendations to maximize revenue potential.
- Have proven experience in CRM management, with at least 2–3 years in the online sportsbook and/or casino industry.
- Possess detailed knowledge of CRM strategies, processes, and initiatives that drive engagement and retention.
- Demonstrate expertise in executing CRM lifecycles and activities, ensuring seamless customer journeys.
- Communicate effectively in English, with excellent written and verbal skills.
- Show strong presentation abilities, confident in presenting to all levels of the organization.
- Comprehensive health and dental insurance plans
- Life insurance
- MultiSport card
- Employee assistance program
- Food, travel and wellness allowances
- 25 days of paid annual leave
- Company-sponsored seminars, training programs, social activities, and events
- Newlywed bonuses
- Baby bonuses
Playtech plc is one of the world's largest gambling technology companies, providing software, platforms and content to online and land-based operators. Founded in 1999 and registered in the Isle of Man, it supplies casino, live casino, sportsbook, bingo and poker products, along with its IMS player-management platform. The company also runs B2C operations, most notably the Snaitech business in Italy. Listed on the London Stock Exchange, Playtech employs thousands of people across offices worldwide.
