Customer Relationship Management Specialist

CRM & Retention Specialist

Department: Customer Experience

Position: Full-time

About the Role

We're looking for a creative, analytical, and results-driven CRM & Retention Specialist to join our team.

In this role, you'll be responsible for planning, executing, and optimizing CRM campaigns and retention activities aimed at increasing customer engagement, conversion, retention, and lifetime value.

You'll work with CRM and marketing automation platforms with AI powered tools to deliver personalized customer experiences across multiple channels for international markets.

This is a hands-on position offering the opportunity to take ownership of campaigns, explore new ideas, and make a measurable impact on business performance.

Key Responsibilities

• CRM & Campaign Management: Plan, execute, and optimize retention and monetization campaigns across multiple channels, including email, push notifications etc. and on-site messaging (such as banner and pop ups)
• Customer Lifecycle Management: Develop and manage customer journeys focused on onboarding, activation, engagement, retention, churn prevention, and reactivation.
• Segmentation & Personalization: Create targeted customer segments based on user behavior, lifecycle stages, and engagement patterns to deliver relevant, personalized communications.
• Promotions & Monetization: Manage, configure and schedule promotional activities, incentives, and cross-selling initiatives designed to increase customer engagement, conversion, and value.
• Marketing Automation: Build, maintain, and optimize automated CRM campaigns and customer journeys, identifying opportunities to improve efficiency and performance.
• Performance Analysis: Monitor campaign results and key business KPIs, analyze customer behavior, and identify opportunities for continuous improvement.
• Testing & Optimization: Conduct A/B tests and experiment with different messaging, offers, audiences, and communication strategies to maximize campaign effectiveness.
• AI & Innovation: Utilize AI tools to enhance content creation, campaign planning, data analysis, personalization, and day-to-day productivity.
• Cross-Functional Collaboration: Work closely with Product, Marketing, content, Design, Data to execute campaigns and support customer engagement initiatives.

Requirements

• 6 months to 2 years of experience in CRM, retention, lifecycle marketing, digital marketing, or a similar role.
• Familiarity with CRM platforms, marketing automation tools, and multi-channel campaign management.
• Understanding of customer segmentation, personalized marketing, and customer lifecycle management.
• Practical knowledge and experience using AI tools to improve marketing activities, content creation, analysis, or workflow efficiency.
• Strong analytical skills, comfortable working with data, campaign reports, and performance metrics.
• Good Excel skills and proficiency in working with multiple systems and applications.
• Creative and commercially minded, with the ability to turn business objectives into engaging marketing campaigns.
• Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
• Strong communication and collaboration skills.
• Very good English, both written and spoken.

Advantages

• Hands-on experience with Optimove — a significant advantage.
• Previous experience with Microsoft Dynamics CRM.
• Technical aptitude and problem-solving mindset, with the ability to understand technical requirements, translate business needs into clear technical specifications, and effectively communicate issues and solutions to Product, Data, and Development teams
• Experience in iGaming, online gaming, lottery, casino, or other B2C digital industries.
• Experience with customer journey automation, behavioral triggers, and A/B testing.
• Familiarity with project management tools such as Jira or Airtable.
• Basic knowledge of HTML/CSS, Figma, or marketing content creation.
• Experience using AI-powered marketing or automation solutions.

Why Join Us?

You'll join a dynamic, international digital business where creativity, technology, and data come together.

This is an opportunity to work with advanced CRM platforms, explore AI-driven marketing solutions, take ownership of campaigns, and develop your skills across retention, lifecycle marketing, and monetization while directly contributing to business growth.