CRM Manager (Gaming)

As a CRM Manager (Gaming), you will work closely with senior management in leading the strategic development of Gaming CRM activities within key territories and developing a multi-skilled team, ensuring that key objectives are met while maintaining high standards of accuracy and efficiency. 

We are keen to welcome candidates for the role of CRM Manager (Gaming) based in our Malta office. As a CRM Manager, you will be working closely with senior management to support the short- and long-term objectives of the department.

At bet365, we pride ourselves on delivering an exceptional customer experience. Our Gaming CRM team plays a pivotal role in driving engagement and retention through innovative campaigns and rewards. We are seeking a highly motivated CRM Manager to help lead the strategic development of Gaming CRM activities within key territories. A central aspect of the role will be managing and developing a multi-skilled team, ensuring that key objectives are met while maintaining high standards of accuracy and efficiency.

This is the perfect opportunity for a passionate individual eager to lead a talented team in developing cutting-edge CRM strategies and demonstrate a flexible and adaptable working style that responds quickly and efficiently under pressure. 

Preferred Skills, Qualifications and Experience:

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in CRM management, preferably within the gaming or online betting industry. 
• Excellent leadership and team management skills, with the ability to motivate and develop team members. 
• Familiarity with CRM and bonus systems (CDP, CEP, third-party bonus tools). 
• Strong understanding of regulatory frameworks and compliance related to CRM and marketing activities. 
• Excellent delegation skills; proven ability to delegate tasks effectively and experience in assessing team members' strengths and assigning responsibilities to optimise efficiency and results. 
• Able to prioritise and adapt to shifting requirements in a fast-paced environment, demonstrating flexibility and resilience under pressure while maintaining high standards.
• Exceptional project management skills; ability to manage multiple projects simultaneously, with excellent attention to detail.
• Strong analytical skills; ability to interpret complex data and generate actionable insights. Skilled in making data-driven decisions that drive business improvements and inform strategic direction. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and stakeholders. 

Main Responsibilities:

• Recruiting and developing the CRM team, ensuring it has the expertise required to support our continued expansion whilst providing tailored solutions to enhance individual and team performance. 
• Defining and implementing localised CRM strategies across key territories; delivering campaign roadmaps to standard and in a timely manner. 
• Identifying training and development needs and presenting effective solutions for both the team as a whole and/or individuals. 
• Building supportive relationships with key stakeholders across Gaming Product, Marketing, and other partners to consistently improve and optimise CRM practices. 
• Promoting a data-driven culture within the team by adopting a robust test-and-learn approach to CRM, ensuring all learnings are captured and applied to future campaigns. 
• Ensuring all CRM activities meet regulatory standards across all territories, maintaining an in-depth knowledge of licensing frameworks. 
• Staying abreast of emerging trends and technologies in CRM and gaming to drive innovative solutions and practices within the team. 
• Managing CRM bonus costs, ensuring optimal allocation of resources for campaigns and initiatives. 
• Leveraging customer insights and feedback to continuously improve CRM strategies and enhance user experience. 
• Participating in cross-functional projects that may impact CRM initiatives, providing CRM expertise and insights. 

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