CRM Executive

As a CRM Executive in the gaming industry, you will play a crucial role in optimizing customer relationships and driving engagement for our online gaming, casino, and sports betting platforms.

As a CRM Executive in the gaming industry, you will play a crucial role in optimizing customer relationships and driving engagement for our online gaming, casino, and sports betting platforms. Reporting directly to the CRM Manager / COO, you will be responsible for implementing effective customer retention strategies, executing targeted campaigns, and leveraging data-driven insights to enhance the overall player experience. This position requires a deep understanding of the online gaming industry, exceptional communication skills, and a passion for delivering outstanding customer experiences.

CRM Executive Roles & Responsibilities: 

• Execute end-to-end CRM campaigns, including planning, content creation, audience targeting, scheduling, and reporting.
• Ensure that all promotional mechanics are done in an error-free environment.
• Collaborate with internal stakeholders, such as marketing, product, and analytics teams, to align CRM activities with broader marketing initiatives and business objectives.
• Continuously test and optimize campaign elements (subject lines, messaging, creatives, etc.) to improve open rates, click-through rates, and conversion rates.
• Monitor campaign performance, analyze key metrics, and provide regular reports to the CRM Manager, offering actionable insights and recommendations for improvement.
• Making sure to minimize bonus abuse and promotion efficiency by consulting multiple report sources such as (but not limited to), Power BI, S3 Bucket, Back Offices, etc…
• Work with the COO/CRM Manager and other stakeholders to launch properly player journeys.
• Execute different kind of campaigns which are not limited to Email, SMS, Web Push, etc...
• Excels in manipulating and understanding the different Marketing Tools
• Ability to manage and update onsite pages, promotional pages, banners and Terms & Conditions and other content for the different sites.
• Utilize CRM and analytics tools to extract actionable insights from player data, including behavioral patterns, preferences, and trends.
• Generate regular reports on campaign performance, player segmentation, and customer engagement metrics.
• Conduct A/B testing and analyze results to enhance targeting strategies, optimize content, and improve overall campaign effectiveness.
• Ability to produce reports (Daily, Weekly and/or Monthly) to show or deduct any issues & performance to the CRM Manager & COO
• Ensure compliance with relevant regulations and industry guidelines, such as responsible gaming policies and data protection regulations.
• Stay updated with industry trends, regulatory changes, and best practices to ensure ongoing compliance and incorporate them into CRM strategies.
• Tackles complaints from internal and external customers within an agreeable SLA.
• Ad-hoc requirements as requested by the business

CRM Executive Requirements 

• Experience in working with different CRM products
• Have a solid knowledge of Customer Retention and Conversion
• Experience working with high-volume processes
• Strong personal commitment to the delivery of excellent customer service
• Can work in a fast-paced environment, under pressure, and with other employees
• Ability to work weekends and overtime as required

• Experience working in the gaming industry, specifically online gaming, casino, or sports betting.
• Proven experience in CRM or marketing roles, preferably with a focus on customer retention and engagement.
• Strong analytical skills with the ability to extract insights from data and translate them into actionable strategies.
• Familiarity with CRM tools and platforms

Personal Qualities 

• Ability to remain calm and professional in stressful situations
• Ability to multi-task & prioritize, with strong organizational
• Proven agency experience within a similar position
• Excellent oral and written communication skills
• Excellent technical and presentation skills
• Self-motivated team player with a collaborative and consultative style

  What We Offer:

• Competitive salary and Quarterly performance-based bonuses.
• Opportunity to work in a fast-paced and growing industry.
• Comprehensive training and mentorship from senior marketing professionals.
• A dynamic, collaborative work environment with a focus on innovation.
• Health and wellness benefits, plus other employee perks.