Customer Success Specialist at GeoVictoria ensuring effective platform use and customer satisfaction. Engaging clients in Santiago, Chile to foster relationships and promote growth.
About the role
- CRM Manager developing customer engagement strategies and lifecycle marketing for a white-label online casino solutions provider. Collaborating with teams and managing CRM tools to enhance customer retention.
Responsibilities
- Develop and execute a comprehensive CRM strategy aligned with business objectives.
- Own lifecycle marketing initiatives, including onboarding, retention, reactivation, and loyalty.
- Plan, build, and optimise multi-channel CRM campaigns (email, SMS, push, in-app)
- Define and manage customer segmentation and personalisation strategies.
- Analyse customer data to drive insights, improve targeting, and optimise performance.
- Manage CRM tools and platforms.
- Set up and maintain automated journeys and triggered communications.
- A/B test messaging, timing, and creative to improve engagement and conversion.
- Track and report on CRM KPIs, including open rates, CTR, conversion, retention, and LTV.
- Collaborate with data, product, sales, and creative teams to deliver cohesive customer experiences.
- Ensure all CRM activities comply with relevant regulations and standards, including data protection and responsible gaming.
- Prepare and present reports on CRM activities, performance metrics, and customer insights
- Partner with the design team to ensure consistent messaging and branding in CRM communications.
Requirements
- Minimum 2+ years’ experience in CRM, lifecycle, or retention marketing, preferably within the iGaming industry or a similarly fast-paced, regulated environment.
- Proven experience owning and delivering CRM strategies that drive customer engagement, retention, reduced churn, and improved ROI.
- Strong analytical capability with the ability to interpret complex data sets and translate insights into actionable, commercial strategies.
- Hands-on experience with at least one major CRM or marketing automation platform, with a strong understanding of CRM automation and scalable campaign frameworks.
- Proven experience building, deploying, and optimising CRM campaigns, including complex automated and triggered customer journeys.
- Deep understanding of customer lifecycle management, customer journeys, segmentation, personalisation, and automation best practices.
- Excellent communication and stakeholder management skills, with the ability to collaborate effectively across marketing, product, data, and compliance teams.
- Strong project management skills with the ability to prioritise, manage multiple workstreams, and deliver in a fast-paced environment.
- Solid knowledge of data protection regulations and responsible gaming practices, with experience operating in regulated markets.
Benefits
- Competitive salary package
- Hybrid working environment
- Comprehensive health insurance
- Wellness benefit (available upon successful completion of probation)
- Monthly lunch credits
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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