Customer Relationship Management Executive

The CRM Executive is responsible for developing, managing, and optimizing all customer relationship management strategies across multiple iGaming verticals — including Sportsbook, Live Casino, Slots, and Esports. This role focuses on maximizing player retention, engagement, and lifetime value (LTV) through data-driven campaigns, personalized communications, and performance-based lifecycle marketing.The ideal candidate has extensive CRM experience within the iGaming industry, ideally across several competitor brands, and combines strategic planning with strong operational execution. The role requires analytical excellence, campaign management expertise, and the ability to lead CRM initiatives with minimal supervision.Note: Mandarin language proficiency is highly preferred and considered a strong advantage for cross-market collaboration (China, Malaysia, Singapore, Taiwan), but not mandatory for this role.Key ResponsibilitiesCRM Strategy & Lifecycle ManagementDesign and implement a comprehensive CRM and player lifecycle strategy covering onboarding, retention, reactivation, and churn prevention.Develop and maintain a CRM activity calendar aligned with marketing, product, and promotional initiatives.Create and manage player segmentation models to deliver personalized and localized offers.Lead automation, trigger-based, and lifecycle campaigns to improve engagement and player loyalty.Work closely with the Marketing Acquisition and Retention teams to ensure unified communication and consistent player journeys across all touchpoints.Campaign Planning & ExecutionManage the full lifecycle of CRM campaigns — planning, setup, QA, execution, and post-campaign reporting.Oversee multi-channel CRM communications, including email, SMS, push notifications, in-app, and onsite messaging.Coordinate with the Global CRM Team to align local activities with regional or group-level strategies.Ensure flawless execution, on-brand creative assets, and timely delivery of all CRM initiatives.Maintain strong collaboration with the design, content, and product teams for localized campaign success.Analytics & OptimizationAnalyze campaign performance based on key KPIs (retention, ARPU, reactivation rate, churn, ROI).Perform A/B testing on campaign mechanics and creative variations.Translate data insights into actionable strategies to improve player retention and lifetime value.Provide regular reports and recommendations to senior management.Cross-Functional CollaborationPartner with Acquisition, Retention, Product, VIP, and Customer Support teams to ensure consistency in player communication and experience.Coordinate with Localization, Data, and Tech teams to enhance CRM automation and analytics capabilities.Support regional teams with CRM inputs during campaign planning and market activation.Operational Excellence & LeadershipMaintain clear processes, CRM SOPs, and structured workflows to support efficient campaign execution.Monitor and control bonus budgets and promotional costs, ensuring optimal ROI.Mentor CRM specialists or executives, fostering data-driven and creative approaches to engagement.Work independently and demonstrate strong ownership of tasks with minimal supervision while aligning to global objectives.Requirements & QualificationsBachelor’s degree in Marketing, Business, or Analytics (or related field).At least 3 years of CRM experience within iGaming, online entertainment, or similar digital B2C sectors, preferably with exposure to multiple major brands.Proven expertise in lifecycle marketing, segmentation, player retention, and reactivation.Hands-on experience with CRM platforms such as Optimove, FastTrack, Salesforce, Emarsys, or HubSpot.Strong analytical and reporting skills, with proficiency in Excel, Power BI, Tableau, or equivalent tools.Excellent cross-functional collaboration and stakeholder management skills.Fluent in English (verbal and written); Mandarin proficiency is a plus and preferred, but not required.Key CompetenciesStrategic yet execution-focused; able to translate plans into measurable outcomes.Highly analytical, detail-oriented, and comfortable with data interpretation.Proactive, independent, and capable of working effectively with minimal supervision.Strong team player and communicator, adaptable to cross-cultural teams.Organized, creative, and passionate about player engagement and retention.Integrity, accountability, and resilience in a fast-paced iGaming environment.