CRM Coordinator

Role Overview

We are looking for a highly organised, data-driven CRM Coordinator to support the planning, execution and optimisation of customer engagement and retention campaigns across multiple channels.

The role will be responsible for delivering targeted and personalised CRM communications across Email, SMS, Push Notifications, WhatsApp and In-App Messaging, using customer behaviour, lifecycle stages and data insights to drive engagement, retention and conversion.

The ideal candidate will have hands-on CRM experience, preferably within iGaming, Sports Betting, Online Casino or Digital Entertainment, and be comfortable managing multiple campaigns in a fast-paced environment while maintaining a high level of accuracy and attention to detail.

Key Responsibilities

• Plan, build and execute CRM campaigns across Email, SMS, Push Notifications, WhatsApp and In-App Messaging.
• Develop personalised customer journeys based on player behaviour, preferences and lifecycle stages.
• Create and manage customer segments using behavioural, transactional and demographic data.
• Coordinate promotional campaigns, including bonuses, tournaments, free bets, loyalty initiatives and other retention-focused activities.
• Manage the CRM campaign calendar, ensuring campaigns are delivered accurately, on time and in line with business priorities.
• Monitor campaign performance and identify opportunities to improve engagement, retention and conversion.
• Plan and execute A/B tests across messaging, offers, targeting and customer journeys to continuously optimise campaign performance.
• Identify potential churn risks and support the development and implementation of targeted retention initiatives.
• Work closely with VIP, Customer Support, Marketing and other relevant teams to improve the overall customer experience and retention.
• Ensure CRM communications and promotional activities comply with applicable regulatory and responsible gaming requirements across relevant markets.
• Produce regular campaign reports and translate performance data into clear, actionable recommendations.
• Maintain accurate campaign documentation, customer segmentation criteria and reporting.
• Contribute ideas and insights to support the continued development of the company's CRM and customer retention strategy.

Requirements

• Minimum 3 years of CRM experience, preferably within iGaming, Sports Betting, Online Casino, Digital Entertainment or a similar customer-focused digital environment.
• Strong understanding of customer lifecycle management, engagement and retention strategies.
• Hands-on experience working with CRM platforms and marketing automation tools.
• Experience creating customer segments and executing targeted, personalised campaigns.
• Good understanding of player/customer retention strategies, promotional mechanics and loyalty programmes.
• Strong analytical skills with the ability to interpret campaign and customer data and translate insights into actions.
• Excellent campaign planning, coordination and project management skills.
• Ability to manage multiple campaigns and priorities simultaneously without compromising accuracy or quality.
• Strong written and verbal communication skills.
• Excellent stakeholder management skills and the ability to collaborate effectively across different teams.
• High attention to detail with strong organisational and follow-up skills.
• Comfortable working in a fast-paced and evolving environment.

If you're passionate about creating impactful customer journeys and using data to drive engagement and retention, we'd love to hear from you. Apply today and join our growing team in Cape Town.