Middle CRM Manager

About the Role

We are looking for a CRM Manager to join our team and take ownership of CRM and retention activities for an assigned player portfolio.

Responsibilities

• Plan and execute CRM activities within the promotional calendar.
• Build and launch campaigns in Smartico and Customer.io, including segmentation, campaign mechanics, and trigger-based scenarios.
• Manage communications across email, push notifications, inbox, CMS, and pop-ups.
• Build and maintain customer lifecycle and retention journeys.
• Develop and optimize reactivation and anti-churn campaigns.
• Prepare campaign copy with the help of AI tools and adapt it manually to the target audience and communication channel.
• Analyze campaign performance and regularly report on results for your portfolio.
• Evaluate bonus mechanics not only by reach and engagement, but also by their impact on retention and cohort performance.
• Plan and analyze A/B tests for offers and copy.
• Review and validate segmentation logic before campaign launches.
• Regularly audit and optimize existing segments and database logic.
• Identify communication overlaps, outdated segments, and other database quality issues.
• Use both proactive and reactive retention approaches based on customer behavior and campaign results.
• Analyze affiliate traffic and develop dedicated communication and bonus flows for affiliate-acquired customers.
• Coordinate tasks with other teams when required.
• Handle operational CRM tasks in alignment with the Team Lead and current workload.

Requirements

• Hands-on experience with Smartico and Customer.io.
• Strong understanding of customer segmentation, lifecycle management, retention, and bonus mechanics.
• Experience with A/B testing and campaign performance analysis.
• Experience creating anti-churn and reactivation campaigns.
• Strong analytical skills, including cohort analysis and working with BI tools.
• High attention to detail and the ability to critically evaluate segmentation logic and campaign mechanics.
• English — Intermediate/Upper-Intermediate or higher, sufficient for copywriting and working with documentation.
• Ability to work independently, prioritize tasks, and take ownership of your CRM portfolio.

Nice to Have

• Experience working with affiliate traffic and building dedicated CRM flows.
• Understanding of customer psychology and behavioral patterns in the gambling industry.
• Experience with GlockApps, Folderly, or Google Postmaster Tools.
• Knowledge of HTML/CSS.
• Experience working with additional CRM/CDP or marketing automation platforms.

Benefits

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)