CRM

About the role

toogeza is seeking an experienced CRM specialist for one of its clients. This role focuses on enhancing customer engagement and retention strategies within the iGaming sector. You will drive player lifecycle improvements through data-driven initiatives and automated communication.

Key facts

What you'll do

• Develop and refine CRM, retention, and reactivation strategies throughout the player journey.
• Identify opportunities for CRM growth by analyzing player behavior, data, and business goals.
• Create and optimize automated customer flows for onboarding, activation, retention, reactivation, cross-selling, and upselling.
• Segment the player base based on behavior, lifecycle stage, value, activity, product preferences, and VIP status.
• Plan and manage CRM campaigns across various channels, including Email, SMS, Push, On-site, and In-app.
• Design and test promotional, bonus, cashback, tournament, and gamification mechanics.
• Maintain a CRM campaign calendar aligned with product, marketing, and commercial priorities.
• Analyze campaign and player performance using relevant CRM and business metrics.
• Conduct structured experiments and A/B tests, evaluate outcomes, and scale successful initiatives.
• Improve personalization and communication relevance for different player segments.
• Collaborate closely with Product, Marketing, VIP, Analytics, and other internal teams.
• Contribute to the development of CRM processes, reporting standards, and operational practices.
• Present recommendations and support CRM decisions with data and clear business rationale.

Requirements

• 3 to 5 or more years of experience in CRM, Retention, or Lifecycle Marketing.
• Relevant experience in iGaming, online casino, sportsbook, or betting.
• Strong understanding of player lifecycle, retention, reactivation, and CRM performance metrics.
• Practical experience building automated communication journeys.
• Solid knowledge of player segmentation and personalization techniques.
• Experience with CRM platforms such as Smartico, Optimove, Emarsys, Braze, Fast Track, Customer.io, or similar tools.
• Experience with bonus, promotional, or gamification mechanics.
• Ability to analyze campaign performance and translate data into actionable decisions.
• Experience running A/B tests and CRM experiments.
• Ability to work independently, prioritize tasks, and take responsibility for results.
• Upper-Intermediate English proficiency or higher.

Nice to have

• Experience managing or mentoring CRM specialists.
• Experience working with multiple iGaming brands or products.
• Experience with both casino and sportsbook audiences.
• Experience developing a CRM function or enhancing existing CRM processes.
• Additional language skills in Spanish, German, or Greek.

Skills & tools

• Smartico
• Optimove
• Emarsys
• Braze
• Fast Track
• Customer.io

Practical notes

• Benefits include 21 days of paid annual leave, 3 additional days off per year, 25 paid sick leave days, and public holidays as days off.
• Wellbeing benefits include a sports compensation program, an annual healthcare budget, gifts for life events, coworking compensation for Ukraine-based team members, and maternity/paternity leave support.
• Learning and career growth opportunities include an annual budget for professional development, certifications, books, and language courses, internal mobility and promotion programs, and a Personal Development Plan.
• Business trips and team gatherings at the Cyprus office are part of the role.