CRM Team Lead

We are looking for a highly analytical and creative CRM Manager to lead our customer retention and engagement strategies for the rapidly growing Brazilian market. In this role, you will own the end-to-end player lifecycle, designing localized campaigns that drive loyalty, increase player lifetime value (LTV), and minimize churn.

If you have a deep understanding of Brazilian player psychology, extensive iGaming CRM experience, and a data-driven approach to campaign management, you will play a critical role in scaling our LATAM operations.

Market-Specific Strategy: Develop, execute, and optimize a comprehensive CRM strategy specifically tailored to the Brazilian iGaming market, factoring in local sports events, cultural nuances, and player preferences.

Lifecycle Management: Oversee the entire player journey from onboarding and conversion to retention, VIP development, and churn reactivation.

Campaign Execution: Manage multi-channel CRM campaigns (Email, SMS, Push Notifications, WhatsApp, and In-App messaging) ensuring high deliverability and engagement rates.

Localization & Content: Collaborate with native copywriters and designers to create highly relevant, culturally resonant promotions (e.g., campaigns around Brasileirão, Copa Libertadores, or local casino preferences).

Segmentation & Personalization: Utilize advanced data segmentation to deliver hyper-personalized bonuses, free spins, and betting offers based on player behavior, VIP tiers, and betting history.

A/B Testing & Optimization: Continuously test campaign variables (subject lines, send times, offer types) to optimize conversion rates and maximize Return on Investment (ROI).

Data Analysis & Reporting: Monitor key performance indicators (KPIs) such as retention rate, LTV, bonus cost, and churn rate. Present actionable insights to senior management.

Team Building: Build the CRM team from the ground up, including defining the team structure, headcount planning, and leading the recruitment of CRM specialists and related roles.

Training & Onboarding: Own the onboarding and process training for all new CRM team members, ensuring they are equipped with the knowledge and tools to perform effectively from day one.

Industry Experience: A minimum of 5 years of CRM experience within the iGaming industry (Casino and/or Sportsbook).

Brazilian Market Expertise: Proven hands-on experience managing CRM and player operations specifically for the Brazilian market. Deep knowledge of local player behavior and payment preferences (e.g., PIX integration campaigns) is essential.

Language Skills: Full professional proficiency in English. Proficiency in Brazilian Portuguese is required.

Technical Proficiency: Hands-on experience with enterprise CRM or marketing automation platforms used in iGaming (e.g., Optimove, Salesforce, Braze, FastTrack, or equivalent tools).

Analytical Mindset: Strong ability to interpret player data, build segmentation models, and translate numbers into successful promotional strategies.

Agility: Ability to work in a fast-paced environment, reacting quickly to sporting events and market shifts.

Join us as a CRM Team Lead and take the opportunity to lead a high-performing team while shaping impactful customer engagement strategies. You’ll work in a dynamic environment with opportunities to make a measurable business impact and grow professionally.