Casino CRM Manager

On behalf of our client an online gambling company we are looking for an experienced data-driven and commercially minded Casino CRM Manager to lead the CRM strategy and execution for our Casino product.

The successful candidate will be responsible for driving player retention engagement reactivation and lifetime value through personalized data-driven CRM campaigns and lifecycle automation. The ideal candidate combines strategic thinking with hands-on campaign execution has a strong understanding of casino player behavior and is passionate about delivering exceptional customer experiences that contribute to sustainable business growth.

Location: Hybrid - Sofia Bulgaria

As a Casino CRM Manager your broad responsibilities will include but are not limited to:

CRM Strategy & Player Retention

• Develop and execute the Casino CRM strategy aligned with business objectives and revenue targets.

• Own the customer lifecycle focusing on acquisition support onboarding retention reactivation and VIP progression.

• Continuously optimize player segmentation and personalization to maximize engagement and player lifetime value.

• Monitor market trends and competitor activity to identify new CRM opportunities and best practices.

• Work closely with the Head of CRM and Marketing leadership to ensure Casino CRM initiatives support overall business goals.

Campaign Management & Automation

• Plan execute and optimize multi-channel CRM campaigns across Email SMS Push Notifications In-App and Onsite messaging.

• Build and maintain automated customer journeys based on player behaviour activity and lifecycle stage.

• Ensure campaigns are delivered accurately on time and according to quality standards.

• Manage promotional communications bonus campaigns tournaments free spins cashback and other Casino engagement initiatives.

• Identify opportunities to improve CRM automation efficiency and scalability using Smartico or similar CRM platforms.

Performance Analysis & Optimization

• Monitor and analyses key CRM KPIs including: Retention; Reactivation; Churn; Player Lifetime Value (LTV); Bonus efficiency; Campaign ROI; Engagement rates.

• Produce regular CRM performance reports with actionable insights and recommendations.

• Execute A/B and multivariate testing to continuously improve campaign performance.

• Collaborate with BI and Data teams to improve reporting segmentation and predictive models.

Cross-Functional Collaboration

• Work closely with Product BI VIP Casino Operations Marketing and Finance teams to ensure CRM initiatives are aligned across the business.

• Coordinate CRM requirements with external suppliers and CRM platform providers.

• Support CRM platform enhancements integrations and process improvements.

• Ensure promotional mechanics and CRM communications comply with regulatory and responsible gaming requirements.

• 2 years of CRM experience within the online Casino/iGaming industry.

• Proven experience managing Casino CRM campaigns and player lifecycle communications.

• Strong understanding of Casino player behavior retention strategies bonus mechanics and promotional campaigns.

• Experience with CRM platforms such as Smartico Optimove Fast Track Xtremepush Salesforce Marketing Cloud or similar.

• Strong analytical skills with experience using dashboards reporting tools and campaign performance analysis.

• Experience with customer segmentation lifecycle management and personalization.

• Knowledge of A/B testing methodologies and campaign optimization techniques.

• Excellent English communication skills both written and verbal.

• Advanced computer literacy and proficiency in CRM and analytical tools.

• Basic HTML knowledge is an advantage.

• Photoshop or similar design editing skills are considered a plus.

• Excellent organizational skills with the ability to manage multiple priorities in a fastpaced environment.

• Bachelors degree in marketing Business or a related field is preferred

Our client offers an exciting challenging role in a collaborative dynamic environment. The right person will find many career growth opportunities in their company whether you want to advance your technical skills or aspire to leadership in the future.

• Opportunity to work in a fast-growing international iGaming company.

• Collaborative and dynamic working environment.

• Career growth and professional development opportunities.

• Competitive salary and attractive benefits package.

• The chance to make a direct impact on player engagement retention and business performance.