Customer Relationship Management Manager

CRM Manager – iGaming

Location: São Paulo, Brazil – On-site

We are looking for an experienced CRM Manager to lead CRM strategy, lifecycle marketing, retention, and customer engagement for the Brazilian market.

Key Responsibilities

- Own and execute CRM and customer lifecycle strategies.

- Plan CRM calendars, campaigns, segmentation, and personalized communications.

- Build and optimize automated customer journeys and trigger-based campaigns.

- Drive retention, reactivation, engagement, and customer lifetime value (LTV).

- Monitor campaign performance, churn, conversion, and engagement metrics.

- Lead A/B testing and continuously optimize CRM initiatives.

- Collaborate with Product, Operations, VIP, Risk, Data, UX, and Compliance teams.

- Ensure campaigns follow regulatory and responsible gaming requirements.

Requirements

- 5+ years of experience at managerial level in CRM, retention, lifecycle marketing, or customer engagement.

- Strong experience with Email, Push Notifications, SMS, WhatsApp, and In-app Messaging.

- Proven experience with segmentation, automation, and lifecycle journey design.

- Strong analytical and project management skills.

- Experience optimizing onboarding, first deposit, first bet, reactivation, and VIP engagement.

- Professional English communication skills.

Nice to Have

- Experience in iGaming, online casino, sports betting, fintech, e-commerce, or other high-frequency digital products.

- Knowledge of gamification and retention mechanics such as cashback, loyalty programs, tournaments, missions, and challenges.

- Experience with CRM automation tools, CDPs, BI/reporting tools, and basic SQL.

- Experience managing bonus ROI, incentives, VIP retention, and regulated markets.