CRM Journey Manager

Position Overview: Input strongly in the strategic planning, execution, and optimization of CRM communications across multiple brands and markets, with a focus on both sportsbook and casino verticals. Drive the development and delivery of high-impact campaigns and player journeys, ensuring alignment with organizational objectives and continuous performance improvement. Play a pivotal role in guiding the CRM function into a new era of AI, automation and machine learning, shaping the vision for initial implementation and driving ongoing optimization and management of these technologies. Key Responsibilities: Own the end-to-end lifecycle of communication-based campaigns and player journeys, leveraging advanced segmentation and targeting strategies. Align all initiatives with business goals, collaborating closely with Loyalty, Promotions, and cross-functional teams to ensure cohesive monthly campaign planning and execution. Play a lead role in the adoption and integration of AI automation and machine learning within CRM operations. Define the roadmap for initial implementation and continuously optimize and manage these technologies to enhance campaign effectiveness, personalization, and operational efficiency. Oversee the briefing and coordination of operational, creative, and data requirements, ensuring seamless delivery and high-quality assets. Maintain clear visibility for stakeholders on current and upcoming campaigns, proactively troubleshooting issues and escalating as needed to ensure timely resolutions. Implement and refine AB and other testing strategies to maximize player engagement and ROI whilst finding new opportunities to exploit. Partner with BI/Insights to analyse campaign performance, present monthly KPI overviews, whilst driving continuous improvement through data-driven decision-making. Champion the evolution of CRM tools and internal processes, identifying and implementing improvements to optimize campaign execution and team efficiency. Support CRM Coordinators, fostering advanced tool knowledge and effective problem-solving. Perform additional responsibilities as required to support the success of the CRM function. Requirements: Minimum 3 years’ experience in a senior CRM/Retention role within the iGaming industry, with proven expertise across both sportsbook and casino. Demonstrated mastery of CRM tools and campaign management from conception to completion. Experience leading the implementation and ongoing optimization of AI automation and machine learning solutions within CRM or related functions. Strong analytical skills with the ability to interpret performance and financial KPIs. Exceptional attention to detail, organizational, and time management abilities. Fluent English communication skills, both written and verbal. Collaborative team player with proven leadership capabilities. To apply please forward your current CV to talent@silverspin.com