Job Description

The Proposition Manager will play a key role in driving customer engagement, retention and customer value across the 888 brand in the Spanish market.

Reporting to the MD of Spain, this role will be responsible for defining the CRM and customer proposition strategy across Sportsbook and Gaming verticals, ensuring all customer communications, promotional mechanics and engagement initiatives are aligned with commercial objectives and local customer needs.

The successful candidate will work cross-functionally with CRM Operations, Marketing, BI, Product, VIP, Gaming, Sportsbook and Global Marketing Services teams to deliver personalised, data-driven and commercially effective customer experiences.

The role holder will act as a key stakeholder in shaping the 888 customer proposition, improving lifecycle performance, maximising customer retention and driving long-term player value within a highly competitive and regulated market.

A strong understanding of customer behaviour, segmentation, campaign performance and promotional optimisation is essential, alongside the ability to balance commercial performance with customer experience and regulatory compliance.

What you’ll be doing

• Define the CRM and customer engagement strategy for the 888 brand in Spain across Sportsbook and Gaming products.
• Develop and optimise customer lifecycle journeys including acquisition, onboarding, retention, reactivation and churn prevention initiatives.
• Coordinate execution of the plans with CRM Operations teams to deliver targeted campaigns across email, push, SMS, onsite and other communication channels.
• Manage and evolve the 888 customer proposition, ensuring promotional mechanics and engagement strategies remain competitive and relevant to the Spanish market.
• Work closely with BI and Analytics teams to analyse campaign performance, customer behaviour and segmentation opportunities.
• Identify trends and actionable insights to improve retention, customer value and engagement performance.
• Collaborate with Commercial, Marketing, VIP, Product, Gaming and Sportsbook teams to align CRM priorities with commercial objectives and key business events.
• Support GMS in the execution of promotional calendars, major sporting events, Gaming activations and seasonal campaigns.
• Monitor customer satisfaction and engagement KPIs to continuously improve customer experience.
• Conduct competitor analysis to identify proposition opportunities, promotional trends and customer engagement innovations.
• Ensure all CRM activity and customer communications remain compliant with Spanish regulatory requirements and responsible gaming standards.
• Work closely with Global Marketing Services and Creative teams to ensure timely delivery and localisation of CRM assets and communications.
• Support additional customer engagement and commercial initiatives as required.

Basic Governance & Operating Rhythm

• Daily monitoring of CRM and customer engagement KPIs across the 888 brand.
• Weekly meetings with BI and Analytics teams to review retention, reactivation, churn and campaign performance metrics.
• Weekly alignment with Commercial, Gaming and Sportsbook teams to coordinate promotional priorities and customer engagement strategies.
• Weekly coordination with CRM Operations teams to review campaign planning, segmentation and communication calendars.
• Regular collaboration with VIP teams to review high-value customer performance and engagement opportunities.
• Ongoing coordination with Global Marketing Services and Creative teams to ensure timely execution of campaigns and onsite placements.
• Regular competitor reviews to monitor CRM trends, promotional activity and proposition developments within the Spanish market.
• Weekly reviews of customer feedback and NPS performance to identify customer experience improvement opportunities.

Key Performance Indicators (KPIs)

Customer Performance

• Retention rates
• Reactivation performance
• Churn reduction
• Customer Lifetime Value (CLV)
• Active customers
• Average Revenue Per User (ARPU)

Requirements

Who we are looking for:

Essential

• Minimum 3 years’ experience in CRM, Customer Engagement, Lifecycle Marketing or related commercial roles.
• Strong understanding of CRM strategies, customer segmentation and retention mechanics.
• Experience managing customer propositions and promotional campaigns within digital businesses.
• Strong analytical skills with the ability to interpret campaign and customer data to drive business decisions.
• Excellent stakeholder management and cross-functional collaboration skills.
• Strong project management and organisational capabilities.
• Ability to manage multiple campaigns and priorities in a fast-paced environment.
• Proactive, solution-oriented and commercially driven mindset.
• Native-level Spanish and fluent English (written and spoken).

Preferred

• Experience within iGaming, Sports Betting or other regulated digital industries.
• Familiarity with CRM platforms, automation tools and customer segmentation systems.
• Knowledge of Sportsbook and Gaming customer behaviours.
• Experience working with BI and reporting tools.

*Please provide an English CV with your application.

 What we offer:

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Financial: Competitive salary;
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!;
• Holiday entitlement;
• eLearning;
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities;
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts;
• Healthcare: We prioritize your health and well-being, offering comprehensive healthcare benefits;
• ..and more.

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888, and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

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At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.