CRM Manager (Customer Operations Specialist)

About the role

As a CRM Manager you will lead customer lifecycle and CRM initiatives, driving engagement, retention and revenue across the entire customer journey. You will collaborate with Marketing, Data, Product and Compliance to deliver personalized, data‑driven campaigns while ensuring GDPR‑compliant data handling.

Key responsibilities

• Define and monitor CRM KPIs such as NGR, GGR, turnover, deposits and active customers.
• Analyse behaviour and lifecycle data to uncover opportunities for retention, reactivation, cross‑sell and upsell.
• Plan, launch and optimise segmented campaigns across email, SMS, web and other channels.
• Build customer segments, journeys and automated workflows for personalised experiences.
• Prepare campaign briefs, track performance and provide actionable reporting.
• Research market trends to continuously improve engagement strategies.
• Resolve day‑to‑day CRM issues securely and support compliance audits.

Required profile

• Proven experience in CRM, lifecycle marketing or customer engagement.
• Strong analytical mindset with problem‑solving abilities.
• Deep understanding of segmentation, personalization and campaign optimisation.
• Knowledge of GDPR and responsible data handling practices.
• Excellent communication and cross‑functional collaboration skills.

Required skills

• CRM platforms
• Marketing automation platforms
• Customer segmentation and behavioural analysis
• Campaign management and multi‑channel communication (email, SMS, web)
• Data analysis and KPI reporting
• Customer journey and workflow management
• GDPR compliance and data protection