CRM Manager - Reactivation

Location: Malta

Department: Commercial

Betsson Group is looking for a self-driven and detail-oriented CRM expert with a can-do attitude to join our Global CRM & Engagement department. This is an excellent opportunity to be part of a team of CRM enthusiasts dedicated to driving customer engagement and reactivation.

The role involves end-to-end management of reactivation lifecycle campaigns and communications across multiple brands, markets, and products. The primary focus is on winning back inactive customers and nurturing this segment to reduce repeated churn, directly impacting key performance indicators (KPIs).

Key Responsibilities:

• Customer Communication & Campaigns: Execute hyper-segmented reactivation campaigns to engage inactive customers and minimize churn.
• Project Management: Utilize JIRA for efficient task and project management while ensuring seamless communication with stakeholders.
• Automation & Scalability: Implement automated campaign journeys to improve operational efficiency and campaign reach.
• CRM Budget Management: Leverage advanced prediction modeling to allocate budget effectively, optimizing investment in high-value customer segments.
• Campaign Optimization: Continuously refine and test audience segmentation and reward structures to maximize profitability.
• Analysis & Reporting: Conduct campaign performance analysis, measure ROI, and refine lifecycle offers for improved customer engagement.
• Process Improvement: Identify opportunities for enhancement within CRM operations and implement solutions to drive efficiency.
• Localization & Compliance: Tailor CRM strategies to align with market-specific regulations, trends, and competitor activity.
• Collaboration: Work closely with Customer Support to enhance customer journeys and reduce unnecessary support requests.
• Stakeholder Communication: Provide regular updates and insights to senior stakeholders on reactivation campaign success and customer behavior.
• On-Call Support: Participate in a rotational on-call schedule to manage any reactivation campaign-related incidents outside regular working hours.

Required Experience & Skills:

• Minimum 4 years of CRM experience, ideally in the iGaming industry.
• Experience working in a multi-brand, multi-jurisdiction environment.
• Strong understanding of player segmentation, bonuses, and incentives.
• Ability to interpret CRM data and translate insights into actionable strategies.
• Proficiency in CRM tools and email marketing platforms, such as Salesforce or Xtremepush.
• Strong project management skills, with the ability to handle multiple campaigns at once.
• Results-driven mindset with a strong focus on customer engagement.
• Excellent written and verbal communication skills in English.

Additional Preferred Skills:

• Proficiency in Spanish, Portuguese, Greek, Latvian or Polish is a plus.
• Passion for online casino, poker, and sportsbook betting products.

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