Senior CRM manager
Zexter · Belgrade , RS ·
- Seniority
- Senior
- Category
- Management
- Experience
- 2+ years
About Us
We are building an iGaming product and a strong retention team. We're looking for a Senior CRM Manager to own our CRM strategy, from segmentation and automation to growing LTV and reducing churn.
What You'll Do
Develop and run the CRM strategy across the entire player lifecycle: onboarding, activation, retention, and reactivation.
Build and optimize automated trigger journeys (email, push, SMS, in-app, messengers).
Manage database segmentation by deposits, behavior, player value (VIP / mid / low), and product preferences.
Plan and launch campaigns, bonus mechanics, and promo activities together with the Product, Marketing, and Payments teams.
Run A/B and multivariate tests and turn the findings into process improvements.
Analyze key metrics: retention, churn, LTV, ARPU, deposit conversion, bonus ROI, and CRM's contribution to GGR / NGR.
Monitor data quality and deliverability (domain reputation, unsubscribes, inbox placement).
Ensure communications comply with responsible gaming standards and regulatory requirements (including those on bonuses and advertising).
Work with vendors and platforms, and brief designers, copywriters, and developers.
Mentor junior and mid-level specialists and share expertise.
What We're Looking For
4+ years in CRM / Retention, including at least 2–3 years in iGaming (sportsbook and/or casino).
Experience managing the full campaign cycle and building automations from scratch.
Confident use of CRM platforms (e.g., Optimove, Fast Track, Salesforce Marketing Cloud, Braze, , Insider, MoEngage, or similar).
Data skills: working-level SQL, BI tools (Metabase, Tableau, Power BI, Looker, etc.), Excel / Google Sheets.
Understanding of bonus economics: wagering, cost of bonus, abuse risks, and impact on margin.
Experience with the VIP segment and personalization is a big plus.
Analytical mindset and a habit of making data-driven decisions.
English at B2 (Upper-Intermediate) or higher; fluent Russian; additional languages are a plus.
Nice to Have
Experience managing a team or mentoring.
Knowledge of CIS / European / LatAm / Asian markets (specify target GEOs).
Experience with predictive churn / LTV models and CDPs.
Understanding of affiliate and performance channels.
What We Offer
Competitive salary based on interview results.
The chance to shape the retention strategy and see the impact of your decisions in the numbers.
A modern tool stack and a dedicated testing budget.
Full remote.
Paid vacation and sick leave.
A strong team and fast decision-making without excessive bureaucracy.