Silverspin

CRM Journey Manager

Silverspin

full-time

Posted on:

Location Type: Hybrid

Location: Malta • Malta

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About the role

  • Lead strategic planning, execution, and optimisation of multi-brand CRM campaigns across sportsbook and casino, using AI, automation, and data to enhance performance and player journeys.
  • Own the end-to-end lifecycle of communication-based campaigns and player journeys, leveraging advanced segmentation and targeting strategies.
  • Align all initiatives with business goals, collaborating closely with Loyalty, Promotions, and cross-functional teams to ensure cohesive monthly campaign planning and execution.
  • Play a lead role in the adoption and integration of AI automation and machine learning within CRM operations.
  • Define the roadmap for initial implementation and continuously optimize and manage these technologies to enhance campaign effectiveness, personalization, and operational efficiency.
  • Oversee the briefing and coordination of operational, creative, and data requirements, ensuring seamless delivery and high-quality assets.
  • Maintain clear visibility for stakeholders on current and upcoming campaigns, proactively troubleshooting issues and escalating as needed to ensure timely resolutions.
  • Implement and refine AB and other testing strategies to maximize player engagement and ROI whilst finding new opportunities to exploit.
  • Partner with BI/Insights to analyse campaign performance, present monthly KPI overviews, whilst driving continuous improvement through data-driven decision-making.
  • Champion the evolution of CRM tools and internal processes, identifying and implementing improvements to optimize campaign execution and team efficiency.
  • Support CRM Coordinators, fostering advanced tool knowledge and effective problem-solving.
  • Perform additional responsibilities as required to support the success of the CRM function.

Requirements

  • Minimum 3 years’ experience in a senior CRM/Retention role within the iGaming industry, with proven expertise across both sportsbook and casino.
  • Demonstrated mastery of CRM tools and campaign management from conception to completion.
  • Experience leading the implementation and ongoing optimization of AI automation and machine learning solutions within CRM or related functions.
  • Strong analytical skills with the ability to interpret performance and financial KPIs.
  • Exceptional attention to detail, organizational, and time management abilities.
  • Fluent English communication skills, both written and verbal.
  • Collaborative team player with proven leadership capabilities.
Benefits
  • Competitive salary and benefits
  • Opportunities to learn, grow, and develop
  • A creative, collaborative team environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM campaign managementAI automationmachine learningadvanced segmentationdata analysisAB testingKPI interpretationcampaign optimizationperformance enhancementpersonalization strategies
Soft Skills
leadershiporganizational skillstime managementattention to detailcollaborationproblem-solvingcommunication skills