CRM (Customer Retention Management) Executive

The CRM Executive drives customer retention, engagement, and conversion through targeted, timely, and error‑free CRM campaigns. The role supports daily digital operations, including bonuses, promotions, content updates, and ensuring workflows run smoothly and compliantly.

CRM Executive

Role Overview

The CRM Executive is responsible for driving customer retention, engagement, and conversion through the effective execution of CRM and promotional initiatives. Reporting to the CRM & Automation Lead, this role focuses on analysing customer behaviour and delivering well‑targeted, timely and error‑free campaigns across multiple channels.

The CRM Executive will also support the day‑to‑day operation of the digital product by assisting with bonuses, tournaments, promotions, content updates and coordination with internal teams and platform providers. The role plays a key part in ensuring campaigns, journeys and automated workflows perform as intended while maintaining high standards of quality, compliance and customer experience.

Key Responsibilities

• Execute CRM promotions including bonuses, tournaments, gamification, and automated campaigns in a timely and error-free environment.
• Support the CRM & Automation Lead in the execution, testing, and monitoring of automated customer journeys and optimising CRM campaigns in line with defined KPIs.
• Deliver multi‑channel CRM campaigns across SMS, Email, Web Push, In‑App messaging, and other supported channels.
• Perform QA checks on campaigns, automations, rewards, and player journeys prior to launch.
• Monitor live campaigns and automated flows, escalating issues or inconsistencies where required.
• Minimise bonus abuse by monitoring campaign performance and compiling relevant reports.
• Act as a key liaison between CRM, product, design, compliance, and platform provider teams regarding campaign execution and issues.

• Manage and maintain promotional content including landing pages, banners, and campaign‑specific T&Cs.
• Support the smooth running of the website and digital product, liaising with the platform provider where required.
• Monitor and escalate operational issues relating to CRM setups, promotions, or journeys.

• Analyse customer behaviour, segmentation performance, and campaign impact.
• Produce daily, weekly, and monthly reports highlighting performance, insights, and operational risks.
• Provide data‑driven recommendations to improve retention, conversion, and lifecycle effectiveness

• Work closely with the Lead/Managers, and other business stakeholders to design and execute effective promotional strategies
• Ensure all communications and campaigns comply with internal policies, regulatory standards, and responsible gaming requirements
• Handle escalated customer complaints related to CRM campaigns within agreed timelines

• Support cross‑functional teams to ensure campaigns are delivered consistently and communicated effectively
• Assist with ad‑hoc business requirements as needed

Requirements

• Experience working with CRM platforms or marketing tools (multi-channel experience preferred)
• Good understanding of customer retention, lifecycle marketing, and conversion principles
• Experience working with high-volume data and operational processes
• Strong attention to detail with a focus on accuracy and quality control
• Ability to work in a fast-paced environment and manage multiple priorities
• Experience in the online gambling or gaming industry would be an added advantage
  
  
  Personal Attributes

• Strong written and verbal communication skills
• Excellent analytical, reporting, and presentation capabilities
• Logical thinker with a structured, problem‑solving mindset
• Highly organised, able to multi‑task and prioritise effectively
• Self‑motivated team player with a collaborative and consultative approach
• Calm, professional, and solutions‑focused under pressure