CRM Manager (iGaming)

TL;DR

CRM Manager (iGaming): Managing a team of executives and creatives to deliver CRM strategies and engagement activities with an accent on customer retention and lifecycle optimization. Focus on driving conversion from registered to paying customers, reducing churn, and maximizing player value through automated campaigns.

Location: Sofia, Bulgaria

Company

A leading gaming technology company delivering business intelligence-driven software, services, and platform technology for regulated B2B and B2C markets.

What you will do

• Lead, mentor, and develop a team of junior CRM executives and creatives to foster performance excellence.
• Manage the end-to-end multi-channel CRM process, including quality assurance and performance evaluation.
• Implement and maintain automated lifecycle campaigns to reduce churn and maximize player value.
• Plan and execute promotional calendars and CRM strategies in alignment with stakeholders and budget.
• Analyze customer data and report key performance indicators to stakeholders with actionable insights.
• Ensure all CRM activities comply with industry regulations and responsible gaming policies.

Requirements

• Proven experience in CRM management, with at least 2–3 years in the online sportsbook and/or casino industry.
• Detailed knowledge of CRM strategies and initiatives that drive engagement and retention.
• Expertise in executing CRM lifecycles and seamless customer journeys.
• English: Effective written and verbal communication skills required.
• Strong presentation abilities for various levels of the organization.

Nice to have

• Previous experience working with hirify.global software.
• Experience delivering CRM programs specifically for North American markets.

Culture & Benefits

• Comprehensive health, dental, and life insurance plans.
• Wellness perks including MultiSport card, food, travel, and wellness allowances.
• Work-life balance with 25 days of paid annual leave.
• Professional growth via company-sponsored seminars, training programs, and events.
• Additional bonuses for life events, such as newlywed and baby bonuses.