CRM Manager
Hybrid · Sofia, Sofia-Capital, Bulgaria
Job Summary
CRM Manager at Playtech Services Team leads the end-to-end multi-channel CRM process, mentoring junior executives, delivering CRM campaigns and engagement activities, optimizing lifecycle campaigns to reduce churn and maximize player value, and coordinating with technical, product, QA, and customer service teams to ensure seamless delivery. Responsible for promotional calendars, budget alignment, KPI tracking, performance analyses, and ensuring regulatory and responsible gaming compliance. Success hinges on driving conversions of registered customers to paying customers, maintaining brand tone across CRM touchpoints, and achieving monthly retention targets while leveraging data-driven insights to maximize revenue. Experience in the online sportsbook and/or casino sector, strong CRM lifecycle expertise, and effective communication/presentation skills are required. Extra points for Playtech software experience and North American CRM program delivery.
Required Qualifications
- Experience in CRM management with at least 2–3 years in the online sportsbook and/or casino industry
- Detailed knowledge of CRM strategies, processes, and initiatives that drive engagement and retention
- Experience executing CRM lifecycles and activities ensuring seamless customer journeys
- English proficiency with excellent written and verbal communication
- Strong presentation abilities and ability to present to all levels of the organization
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