CRM Specialist

We are looking for someone who is strong in CRM strategy, lifecycle marketing, retention, and customer engagement, especially within high-frequency digital products or iGaming environments.

This role will be responsible for driving user retention, reactivation, engagement, and customer lifetime value (LTV) through CRM campaigns, segmentation, automation, and lifecycle communication strategies across the Brazilian market.

The ideal candidate should be both strategic and hands-on, capable of managing CRM operations, customer journeys, campaign planning, and performance optimization in a fast paced environment.

Key Responsibilities

• Own and execute the CRM and customer lifecycle strategy for the Brazil market

• Plan and manage CRM communication calendars and engagement campaigns

• Develop customer segmentation and personalized communication strategies

• Build and optimize automated lifecycle journeys and CRM workflows

• Monitor retention, engagement, churn, and campaign performance metrics

• Lead A/B testing initiatives for campaigns, messaging, incentives, and user journeys

• Collaborate with Product and UX teams to improve customer touchpoints and reduce friction

• Work closely with Operations, VIP, Risk, Finance, and Compliance teams to ensure sustainable and compliant CRM initiatives

• Ensure all campaigns comply with regulatory requirements and responsible gaming standards

• Generate weekly performance reports, insights, and optimization plans for leadership

Must Have

• Minimum 3 years of specialist level in CRM, retention, lifecycle marketing, or customer engagement

• Experience managing CRM campaigns across:

• Email

• Push Notifications

• SMS

• WhatsApp

• In-app Messaging

• Strong understanding of customer segmentation and lifecycle journey design

• Experience building automated CRM flows and trigger-based campaigns

• Strong analytical mindset with the ability to interpret retention, churn, conversion, and engagement data

• Experience working closely with Product, Operations, Data, UX, and Customer Support teams

• Strong project management and execution capabilities

• Ability to balance strategy and hands-on operational execution

• Experience optimizing:

• Onboarding

• First Deposit

• First Bet

• Reactivation

• VIP Engagement

• Strong understanding of CRM performance metrics and campaign optimization

• Professional English communication skills

Nice to Have

• Experience in:

• iGaming

• Sports Betting

• Online Casino

• Fintech

• E-commerce

• High-frequency digital products

• Experience with gamification and retention mechanics such as:

• Cashback

• Missions

• Loyalty Programs

• Tournaments

• Rankings

• Challenges

• Experience with CRM automation tools and customer data platforms

• Basic SQL knowledge and familiarity with BI/reporting tools

• Experience managing bonus ROI, incentive costs, and anti-abuse controls

• Experience supporting VIP retention and personalization strategies

• Experience operating within regulated markets or compliance-heavy industries