CRM Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish lifecycle strategies encompassing onboarding, activation, retention, reactivation, loyalty engagement, and churn prevention.

• Formulate test-and-learn roadmaps and optimization plans aligned with jurisdiction-specific business goals.

• Convert customer behavior insights and business objectives into actionable CRM strategies.

• Discover new engagement opportunities, audience strategies, and personalized lifecycle improvements across various jurisdictions.

• Design, manage, and enhance automated and calendar-driven CRM initiatives that stimulate incremental activity and revenue throughout player lifecycle phases.

• Develop workflows for email, push notifications, and other pertinent channels that cater to player journeys.

• Assist in onboarding new jurisdictions and convey CRM capabilities, limitations, and best practices.

• Serve as an internal expert on Optimove, including its platform and technical aspects.

• Aid in the development of roadmap features and opportunity assessments.

• Diagnose platform issues and propose enhancements.

• Help evaluate new channels, products, and platform functionalities.

• Spot opportunities to enhance engagement and retention across the platform and player community.

• Utilize customer behavior, historical campaign performance, and channel analytics to inform strategy and optimize campaigns.

• Collaborate with product teams on data mapping, segmentation initiatives, and attribution calculations.

• Transform campaign and player behavior data into actionable business insights and strategic recommendations.

• Support monthly, quarterly, and annual business reviews through performance analysis and optimization planning.

• Work alongside data, product, and analytics teams to comprehend customer attributes and targeting capabilities.

• Validate audience eligibility logic and segmentation criteria.

• Identify data deficiencies and suggest enhancements for personalization and reporting.

• Assist in documenting customer data, attributes, and CRM-related business protocols.

• Collaborate cross-functionally with marketing, product, iLottery, and loyalty teams to execute integrated campaigns.

• Train and support loyalty CRM team members on the use of Optimove, campaign development, and best practices.

• Build strong relationships with internal stakeholders, clients, and external partners/vendors to align on business objectives.

⛳️ Requirements

• Proven track record in CRM, particularly in the digital gaming, lottery, or consumer engagement sectors.

• Practical experience with Optimove or comparable CRM platforms; Optimove certifications are advantageous.

• Knowledge of CRM data models, customer attributes, integrations, and marketing technology ecosystems.

• Experience handling customer data, developing segmentation strategies, and performing marketing performance analysis.

• Skilled in creating and executing automated workflows, segmentation, and personalization campaigns.

• Exceptional communication, collaboration, and stakeholder management abilities.

• Capability to manage multiple projects concurrently while maintaining a focus on deadlines, quality, and measurable results.

• May need to acquire gaming or other licenses, undergo background checks or security screenings, or meet regulatory standards.

• Must agree to a due diligence/background investigation as a prerequisite for employment, as permitted by law.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.