CRM Operations Manager

Game Story is a fast-growing mobile game startup, that provides entertainment to users across the universe. We are seeking a CRM Operations Manager to own and scale our CRM infrastructure, communication workflows, and analytics strategy across the customer lifecycle. This role is ideal for a detail-oriented professional with deep experience in customer engagement tools and a data-first mindset. You will be a key contributor in driving player retention, increasing monetization, and optimizing the end-to-end customer journey.

Responsibilities:

CRM Strategy & Execution

• Plan, execute, and optimize lifecycle messaging campaigns (push, in-app, email).
• Develop segmentation strategies based on user behavior, funnel progression, and A/B test outcomes.
• Collaborate with Product, Marketing, and Data to ensure messaging aligns with broader goals.

Data & Analytics

• Build behavioral cohorts and funnel analysis to inform CRM decisions.
• Monitor key performance metrics (retention, engagement, revenue uplift) and build dashboards to share insights with stakeholders.

Automation & Process Management

• Own the end-to-end CRM stack and workflow automation.
• Create scalable templates, experiment frameworks, and reporting pipelines.
• Ensure data flows are synchronized across systems and troubleshoot issues as they arise.

Cross-Team Collaboration

• Partner with Engineering and Data teams to improve tracking, instrumentation, and campaign triggering.
• Align closely with Product Managers on player journey mapping and experiment design.
• Provide feedback loops to marketing creatives and content based on campaign performance.

Requirements:

Must-Haves

• 3+ years experience in CRM operations, preferably in gaming, mobile apps, or consumer tech.
• Strong hands-on experience with OneSignal/Braze/Firebase for campaign creation and management.
• Solid command of any analytics tool for segmentation, cohort analysis, and funnel reporting.
• Analytical mindset with ability to synthesize data into action-oriented insights.
• Proficiency in lifecycle strategy and performance optimization.

Nice-to-Have

• SQL knowledge or willingness to learn for querying and campaign enrichment.
• Familiarity with retention models or LTV forecasting.
• Understanding of personalization techniques and dynamic content generation.

What You’ll Gain

• The chance to shape how we communicate with and retain our most valuable users.
• A high-impact, cross-functional role at the intersection of product, marketing, and data.
• Ownership of a modern CRM stack with the autonomy to experiment and iterate.

If you're a systems thinker who thrives on turning data into meaningful user experiences and loves building high-performing CRM strategies — we’d love to hear from you.