CRM & Retention Executive/Senior Executive Player Lifecycle

This role drives player engagement, retention and reactivation for a UK online sports betting platform through targeted CRM campaigns, working closely with Marketing and Product to grow player lifetime value. Success in this role looks like improved player retention/reactivation rates, healthy campaign engagement metrics, and promotions that comply with UK responsible-gambling and advertising standards. The role also supports commercial/partnership activity that feeds the player acquisition funnel.

Roles & Responsibilities:

• Plan, build and execute CRM campaigns (push, email, SMS, in-app) across the player lifecycle – welcome journeys, reactivation, VIP/high-value player engagement, and churn prevention
• Segment the player base using behavioural and transactional data to personalise offers and messaging
• Manage the promotional calendar and bonus campaigns in line with commercial targets and UK Gambling Commission/ASA advertising and responsible-gambling rules
• Monitor and report on campaign performance (open/click rates, conversion, deposit uplift, retention) and recommend optimisations
• Support VIP/high-value player account management, ensuring a personalised experience for top-tier players
• Work with Compliance to ensure all campaigns meet safer-gambling messaging and eligibility rules (e.g., excluding self-excluded or at-risk players)
• Coordinate with affiliate/partnership teams on acquisition offers and performance tracking where applicable
• Maintain CRM platform hygiene – player data accuracy, journey builds and A/B test tracking

Years of Experience: 4 – 6 Years

Key skills:

• Must have skills:
• 4–6 years of experience in CRM/lifecycle marketing or retention roles, ideally within iGaming, betting, or another regulated consumer app (fintech, e-commerce)
• Hands-on experience with a CRM/marketing automation platform (e.g., Optimove, Braze, Salesforce Marketing Cloud, CleverTap)
• Strong analytical skills, and comfort working with campaign and player data to drive decisions
• Understanding of responsible gambling and advertising compliance considerations within a regulated betting environment

Good to have skills:

• Direct experience with Optimove (widely used in iGaming CRM)
• Exposure to player segmentation or predictive models (churn, lifetime value)
• Experience supporting VIP/high-value player management

Optional skills:

• Exposure to affiliate marketing or partnership/sales support within a betting or gaming context

Qualifications:

• Bachelor's degree in Marketing, Business or a related field
• 4–6 years in CRM, retention marketing or player lifecycle management, preferably within iGaming or another regulated consumer sector
• Comfortable with an overlap into UK hours for campaign scheduling and stakeholder syncs