CRM Lead

Summary

Join Gambling.com Group, a multi-award-winning provider of marketing and sports data services, as their CRM Manager. Develop and execute the end-to-end CRM strategy for the paid media business, aligning it with overall business revenue and growth targets. Design, implement, and optimize player journeys tailored to different segments. Lead multi-channel CRM campaigns and leverage automation platforms. Analyze player data to identify trends and opportunities for improvement. Oversee the utilization of CRM platforms and marketing automation tools. Ensure compliance with gambling regulations and champion responsible gaming practices. Lead and mentor a high-performing team of CRM specialists. Collaborate with other departments to achieve shared business goals. The role requires a proven track record of successful CRM strategy development and execution, strong experience in online gaming, and expertise in player segmentation and marketing automation.

Requirements

• Proven track record of developing and executing successful, data-driven CRM strategies
• Deep expertise in player segmentation, lifecycle marketing, personalization, and marketing automation
• Strong hands-on experience with leading CRM platforms
• Highly analytical with strong proficiency in data analysis tools (e.g., Excel, Microstrategy, Tableau) and the ability to translate complex data into actionable insights
• Excellent understanding of the online gambling environment, player behaviors, and industry trends
• Solid knowledge of relevant regulatory frameworks (e.g., GDPR, responsible gaming) and best practices
• Exceptional leadership, team management, and mentoring skills
• Strong communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels
• Commercially minded, results-oriented, and customer-obsessed
• Ability to thrive in a fast-paced, dynamic, and target-driven environment

Responsibilities

• Develop and own the end-to-end CRM strategy for the paid media business, aligning it with overall business revenue and growth targets
• Translate strategic vision into actionable CRM roadmaps and initiatives
• Design, implement, and optimize comprehensive player journeys tailored to different player segments/channels/merchants
• Utilize advanced segmentation methodologies based on player behavior, engagement, preferences, vertical and source of acquisition
• Implement and manage dynamic segmentation strategies to ensure relevance and effectiveness of communications
• Lead the planning, execution, and optimization of multi-channel CRM campaigns (email, SMS, push notifications, website personalization)
• Leverage CRM automation platforms to create triggered, personalized communications and automated player flows
• Develop and manage promotional campaigns, bonus offers that drive engagement and retention for referred players
• Establish and monitor key CRM performance metrics and KPIs and produce reports to monitor progress
• Conduct deep-dive analysis of player data to identify trends, opportunities, and areas for improvement
• Implement A/B testing and multivariate testing frameworks to continuously optimize campaign performance, customer funnel, messaging, and offers
• Work closely with BI and analytics teams to refine data models and reporting to clearly measure and identify ROAS
• Oversee the effective utilization of CRM platforms and marketing automation tools
• Identify and evaluate new CRM technologies and innovative solutions to enhance our capabilities
• Ensure seamless integration of CRM systems with internal data systems
• Ensure all CRM activities and communications comply with relevant gambling regulations
• Implement and champion responsible gaming practices within CRM strategies, including self-exclusion and ensure that all data meets permissions requirements
• Lead, mentor, and develop a high-performing team of CRM specialists
• Foster a culture of continuous learning, innovation, and data-driven decision-making within the CRM team
• Set clear performance objectives, provide regular feedback, and conduct performance reviews
• Collaborate effectively with other departments, including Paid Media, Product Development, Tech, and Analytics to achieve shared business goals
• Provide CRM insights and updates to senior leadership and stakeholders

Preferred Qualifications

Strong preference for experience in online gaming

Benefits

• Employee Stock Purchase Program
• Comprehensive private Healthcare Insurance
• Flexible work environment with the option for remote work
• Lifestyle Allowance/Lifestyle Spending Account
• Hardware and software
• Regular company events, including seasonal parties and sports & social outings
• Access to courses for Personal and Career Development
• Company Paid Volunteer Day