Job Description

• Communication automation (SMS, Viber, Email). Build, schedule and maintain automated journeys for welcome, first deposit, reactivation, churn prevention, win back and VIP. Own segmentation, trigger logic, send windows, frequency capping and suppression lists, plus copy, personalization and QA before every launch. Monitor deliverability, bounce and opt out handling, and SMS and Viber template approvals. • Bonus automation and configuration. Configure deposit match, free spins, cashback, reload, tournaments and VIP rewards, including eligibility, wagering, max bet and max win caps, game type, validity and expiry. Automate recurring promotions, test end to end in staging before go live, and keep a versioned configuration log. • Bonus crediting and wallet adjustments. Process manual bonus credits, free spin grants and goodwill offer within agreed turnaround times. Execute wallet adjustments, corrections and reversals within approval limits, with a full audit trail for every transaction. Resolve crediting issues raised by Support, VIP and Payments, and flag bonus abuse to Risk and Compliance. • Player behavior analysis. Analyze the lifecycle from registration to first deposit, deposit frequency and value, game preference, bonus response and churn signals. Maintain value, recency and churn risk segments. • Weekly and monthly reporting. Deliver a weekly performance report on campaigns sent, channel results, segment movement, bonus cost and issues, and a monthly report with trend, cohort and retention analysis plus recommendations. Maintain CRM dashboards and run post campaign reviews for major promotions. • Process and compliance. Document automation logic, bonus configuration standards. Ensure all messaging meets responsible gaming, data privacy and regulatory requirements, self-exclusion and cool off flags. • Collaboration. Work with Marketing, VIP, Customer Support, Payments & Risk and back up the CRM Operations Manager on routine approvals Requirements • Campaigns delivered on schedule with zero critical configuration or send errors. • Retention, reactivation and churn metrics against target; channel conversion at or above benchmark. • Bonus crediting accuracy, adjustment turnaround time and zero unapproved adjustments. • Weekly and monthly reports delivered on time, accurate and actionable.