CRM Manager - Live Casino Retention
Betsson Group is seeking a self-driven and detail-oriented CRM expert with a "can-do" attitude to join our Global CRM & Engagement department. This is a fantastic opportunity to become part of an amazing team of CRM enthusiasts. In this role, you are accountable for the successful end-to-end delivery of below-the-line (BTL) Live Casino Retention campaigns and communications across a variety of the group’s brands and markets. You will be measured on your ability to impact top-line KPIs; your main objectives are to increase retention, prevent churn, drive upsell, and ultimately improve the overall player experience and lifetime value.
As a CRM Manager, your key responsibilities include managing and executing hyper-segmented Live Casino campaigns to increase retention, prevent churn, and drive upsell through personalized interactions with customers. You will utilize JIRA to efficiently manage projects and tasks, maintaining effective communications with all teams and relevant stakeholders. Implementing automated campaign journeys to increase operational efficiency and enable campaign scalability is also a crucial part of your role. Additionally, you will optimize the CRM spend budget using advanced prediction modeling, ensuring investment in the right customer segments to drive growth and minimize budget wastage. Continuous optimization of offers for increased profitability by experimenting with segmentation audience and reward conditions is expected. You will also ensure that campaign analysis is carried out to determine the ROI, continually tweaking and improving Live Casino Retention lifecycle offers and player communications to maximize profitability. Identifying opportunities for campaign and process improvement within your team and the broader department, quantifying their impact, and driving implementation is essential. Furthermore, you will optimize CRM plans to be relevant and localized for each market, collaborating with local market teams to understand competitor activity, regulatory requirements, limitations, and local trends. Working closely with the Support team to optimize campaign customer journeys to reduce contact-drivers is also part of your responsibilities. Providing reporting to senior stakeholders on the success of lifecycle activities, demonstrating a deep understanding of what motivates Casino customers, is expected. In addition to standard working hours, you will also work on a roster along with other Managers and Coordinators to provide after-hours support on any incidents relating to Live Casino Retention campaigns.
The ideal candidate should have a good understanding of player segmentation, player bonuses, and incentives. Excellent ability to interpret CRM data and derive actionable insights is crucial. Proficiency in CRM tools and email marketing platforms, ideally from Salesforce or Xtremepush, is required. A genuine interest in the Live Casino sector with a deep understanding of the Live Casino products offered by Evolution, Pragmatic Play, and Playtech is essential. Strong project management skills, enabling you to handle multiple campaigns and tasks concurrently, are necessary. A results-driven and customer-focused mindset is important. Excellent written and verbal communication skills in English are required. A minimum of 4 years’ CRM experience, ideally from a similar role in the iGaming industry, is expected. Experience from working in a multi-brand and multi-jurisdiction environment is also necessary. Proficiency in Spanish, Portuguese, Greek, or Latvian language is considered an extra advantage.
Betsson Group offers a dynamic and fast-paced work environment where innovation and collaboration are highly valued. Employees have the opportunity to work with a diverse team of professionals from various backgrounds, contributing to personal and professional growth. The company provides opportunities for career advancement and skill development, making it an attractive workplace for those looking to excel in the iGaming industry.