CRM Operations Team Leader

  • Stealth iGaming Recruitment
  • Bucharest, Romania
  • May 18, 2020
Full time CRM Jobs iGaming Jobs Management Jobs

Job Description

General Responsibilities:

  • Collaborate with the Product, Development, Marketing and cross-functional teams to execute our player communication strategy utilising 3rd party CRM tools; Optimove, Marketing cloud of Sales Force (Exact Target) and internally developed tools.
  • Responsible for the backend configuration and management of CRM campaigns utilising all available tools.
  • Ongoing research into player/customer tools and systems so as to improve our player engagement, retention and ROI.
  • Responsible for the segmentation, automation and maintenance of player journeys.
  • Ensure ongoing testing and maintenance of the tools used to communicate to, and segment, players.
  • Coordinate with the CRM Product Manager regarding matter related to the 3rd party providers (Exact Target and Optimove) and internal departments/teams
  • Q&A of all player communication including email, SMS, browser push notifications and onsite pop ups.
  • Clearly communicate roadblocks and potential risks ensuring that the team has a clear path to act.
  • Respond to escalating issues in a quick, effective manner.
  • Coordinate with the CRM Product Manager for integration of new systems
  • Create weekly/monthly reports on team performance and task management.
  • Contribute to the development of strategies emanating from the CRM department.
  • Collaborate with the CRM Product Manager and CRM Project Manager Write during technical projects which will be improving the internal CRM systems.
  • Monitor all CRM development projects, test them and provide feedback when needed.
  • Align procedures and manage all manuals related to the 3rd Party and internal tools used by the CRM team
  • Make appropriate use of business analysts, directing them to the most important tasks and deriving useful commercial insights.
  • Communications effectiveness – Analyze player communication penetration in terms of response rates.
  • Analyze each communication type. email penetration and based on findings (Subject lines and templates) make recommendations to respective departments so as to increase reach and ultimately ROI.
  • Develop and maintain reports to monitor the above per brand/channel and circulate to business stakeholders
  • Manage each individual team members to understand their projects, status updates, challenges, etc. to ensure successful execution in a timely manner.
  • Assess team resources and load balance against campaigns.
  • Provide technical guidance, expertise, and best practices to team members.



  • 3+ years of experience in a leading position of a CRM team
  • Previous experience operating with CRM Tools – Optimove, Sales Force or similar
  • Highly creative and imaginative
  • Goal orientated and highly functional in a team
  • Able to work under pressure
  • Has a good eye for details
  • Teaching/Training skills
  • Autonomous & Flexible

Excellent salary and benefits.