Job Description

CRM ManagerCustomer Operations Specialist

• Manage CRM objectives and KPIs, including NGR, GGR, turnover, deposits, and active customers.
• Analyze customer behavior and lifecycle data to identify opportunities for retention, reactivation, cross-sell, and upsell.
• Plan, launch, and optimize public and segmented campaigns across email, SMS, web, sliders, and other channels.
• Develop customer segments, journeys, and workflows to deliver personalized experiences.
• Prepare campaign briefs, monitor performance, and report results with actionable recommendations.
• Research customer and market trends to improve engagement and campaign effectiveness.
• Resolve day-to-day CRM and customer-related issues efficiently and securely.
• Ensure customer data is handled securely and in line with GDPR and company policies.
• Work with Compliance to support audits, regulatory requirements, and data protection procedures.
• Share customer insights and best practices with the wider team.

• CRM & customer lifecycle management
• Customer segmentation & behavioral analysis
• Campaign management & marketing automation
• Multi-channel communication: Email, SMS, Web, etc.
• Data analysis & KPI reporting
• Customer journey & workflow management
• GDPR & data protection

• Experience in CRM, lifecycle marketing, customer engagement, or a related field.
• Strong analytical and problem-solving skills.
• Understanding of customer segmentation, personalization, and campaign optimization.
• Experience with CRM or marketing automation platforms.
• Strong understanding of GDPR and responsible data handling.
• Excellent communication and cross-functional collaboration skills.
• A proactive, data-driven, and customer-focused mindset.