CRM

About the role

Toogeza is seeking an experienced CRM specialist to join its team, focusing on enhancing customer engagement and retention strategies within the iGaming sector. This role involves developing and executing data-driven initiatives aimed at improving player lifecycle management, increasing player loyalty, and automating communication processes across multiple channels. You will work closely with internal teams such as Product, Marketing, VIP, and Analytics to optimize CRM campaigns, personalize communication, and contribute to overall business growth. The ideal candidate will have a strong background in CRM, retention, and lifecycle marketing, with practical experience in the iGaming industry, and a passion for leveraging data to drive strategic decisions and improve player experiences.

Key facts

What you'll do

• Develop, refine, and implement comprehensive CRM, retention, and reactivation strategies that cover the entire player journey, from onboarding to long-term loyalty.
• Analyze player data, behavior, and engagement metrics to identify opportunities for growth, retention, and reactivation, ensuring alignment with overall business goals.
• Design, build, and optimize automated communication flows for various lifecycle stages, including onboarding, activation, retention, reactivation, cross-selling, and upselling, using relevant CRM platforms.
• Segment the player base into meaningful groups based on behavior, lifecycle stage, player value, activity level, product preferences, VIP status, and other relevant criteria to enable targeted marketing efforts.
• Plan, execute, and monitor multi-channel CRM campaigns across Email, SMS, Push notifications, On-site messaging, and In-app communication, ensuring consistency and relevance.
• Design and test promotional mechanics such as bonuses, cashback offers, tournaments, and gamification features to increase player engagement and lifetime value.
• Maintain a detailed CRM campaign calendar that aligns with product launches, marketing initiatives, and commercial priorities, ensuring timely execution and follow-up.
• Measure and analyze campaign performance using KPIs such as open rates, click-through rates, conversion rates, retention metrics, and ROI, providing insights for continuous improvement.
• Conduct structured experiments, including A/B testing, to evaluate the effectiveness of different campaign elements and strategies, scaling successful initiatives across the player base.
• Enhance personalization efforts by tailoring communication content and offers based on player segments, behavior, and preferences to improve relevance and engagement.
• Collaborate closely with Product teams to integrate CRM initiatives with new features and updates, ensuring seamless communication flows.
• Work with Marketing to align CRM campaigns with broader marketing strategies and brand messaging.
• Partner with VIP teams to develop exclusive offers and personalized experiences for high-value players.
• Contribute to establishing and maintaining CRM processes, reporting standards, and operational best practices to ensure consistency and efficiency.
• Present regular reports and insights to stakeholders, supporting data-driven decision-making and strategic planning.
• Stay updated on industry trends, new CRM tools, and best practices to continually enhance CRM capabilities and effectiveness.

Requirements

• 3 to 5 or more years of professional experience in CRM, Retention, or Lifecycle Marketing roles.
• Proven track record working within the iGaming industry, including online casino, sportsbook, or betting environments.
• Deep understanding of player lifecycle management, retention strategies, reactivation techniques, and key CRM performance metrics.
• Practical experience designing and implementing automated communication journeys across multiple channels.
• Strong knowledge of player segmentation, personalization techniques, and targeted marketing tactics.
• Hands-on experience with CRM platforms such as Smartico, Optimove, Emarsys, Braze, Fast Track, Customer.io, or similar tools.
• Experience designing and managing bonus, promotional, or gamification mechanics to boost engagement.
• Ability to analyze campaign data, interpret results, and translate insights into actionable strategies.
• Skilled in running A/B tests, CRM experiments, and evaluating their outcomes to optimize campaigns.
• Excellent organizational skills, with the ability to work independently, prioritize tasks, and take responsibility for results.
• Upper-Intermediate English proficiency or higher, with strong communication skills to present findings and collaborate effectively.
• Knowledge of GDPR and data privacy regulations relevant to CRM activities is a plus.

Nice to have

• Experience managing or mentoring CRM specialists or teams.
• Background working with multiple iGaming brands or diverse product portfolios.
• Experience working with both casino and sportsbook audiences, understanding their unique behaviors and preferences.
• Track record of developing or enhancing CRM functions within organizations, including setting up processes and workflows.
• Additional language skills such as Spanish, German, or Greek to support multilingual campaigns and international player bases.
• Familiarity with the latest trends in gamification, loyalty programs, and player engagement strategies.

Skills & tools

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

Practical notes

• The role offers benefits including 21 days of paid annual leave, with an additional three days off per year, plus 25 paid sick leave days and public holidays.
• 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.
• Opportunities for professional development are available through an annual budget for certifications, courses, books, and language classes.
• The company encourages internal mobility and promotion, supporting career growth through structured programs and a Personal Development Plan.
• Business trips and team gatherings at the Cyprus office are part of the role, providing opportunities for in-person collaboration and networking.

About the company

At Roosh Investment Group, we back founders, funders, and forward-thinkers to grow businesses and co-create the technologies that will enrich the world. Roosh invests in companies focused on capitalization (by Roosh Ventures firm) and profitability (by Roosh X). We're a dedicated team of investors, entrepreneurs and operators.