Job Description

Job Title: CRM Manager
Department: Marketing
Location: Marbella Hybrid

CRM Manager

We are expanding our CRM team and have an exciting new position to fill! We are looking for a CRM Manager with strong experience within the Crypto Casino and iGaming industry. This role is key in allowing us to continue engaging, exciting, and impressing our customers around the world while driving player retention and lifetime value across our crypto-focused brands.

About the Role

You will be responsible for organizing campaign production, managing delivery, and reporting on all player CRM campaigns with the aim of optimizing conversion, retention, reactivation, and ultimately Customer Lifetime Value (CLV).

The ideal candidate will have proven experience working within Crypto Casinos or Crypto iGaming brands, with a strong understanding of cryptocurrency player behaviour, and the fast-paced nature of the crypto gambling industry.

Analysing campaign performance, developing segmentation strategies, and managing customer lifecycle communications across multiple channels will be a core part of the role.

To perform this job successfully, an individual must be able to:

• Solve practical problems and manage multiple variables in a fast-paced environment

• Use CRM systems, data analysis tools, and marketing platforms effectively

• Apply data-driven decision making to optimize campaign performance and customer engagement

• Understand the unique retention mechanics and communication strategies associated with crypto casino audiences

Key Responsibilities

• Planning and coordinating all CRM promotions across a fast-growing global player database

• Managing CRM budgets and promotional calendar

• Optimising communication send-outs including email, SMS, push notifications, and onsite messaging

• Planning and coordinating multichannel segmented lifecycle campaigns with a strong focus on customer conversion, retention, reactivation, and engagement

• Developing tailored CRM strategies for crypto players, including deposit/reactivation campaigns linked to cryptocurrency usage and player activity

• Collaborating closely with design, product, BI, compliance, and development teams on a daily basis

• Setting up and executing campaigns and promotions within the back office systems

• Utilising customer list management skills for A/B testing, segmentation, and identifying growth opportunities within player segments

• Analysing campaign data and performance metrics to provide actionable insights and reporting to management

• Monitoring deliverability, inbox placement, and industry trends to make tactical and long-term CRM decisions

• Performing quality control checks on campaigns to ensure consistency across devices and platforms

• Manage the development and optimisation of automated CRM journeys and triggered campaigns

• Staying up to date with crypto market trends, player behaviour shifts, and competitor activity within the Crypto Casino industry

Qualifications & Experience

• Proven experience within the Crypto Casino industry

• Strong understanding of cryptocurrency ecosystems, blockchain payments, and crypto player behaviour

• Experience managing lifecycle campaigns for casino

• Thorough knowledge of CRM including copywriting, email marketing, SMS creation, segmentation, and automation

• Experience with CRM platforms, bonus engines, and player segmentation tools

• High level of computer and software proficiency

• Excellent attention to detail and ability to effectively prioritise tasks and meet deadlines

• Strategic and commercially driven mindset

• Strong analytical and data-driven approach

• Experience with VIP retention strategies and high-value player management is considered a strong advantage

• Familiarity with compliance requirements and responsible gaming practices within regulated and crypto gaming markets is preferred

About us

Hero Gaming is a fast-growing and technology-driven company operating across international markets. We work in a fast-paced environment where ownership, innovation, and collaboration are at the core of everything we do.

We believe in giving our teams the freedom to make an impact and grow together with the business.