Lead and support the CRM team, implementing strategies for performance, managing multiple projects, and collaborating with cross-functional teams to optimize campaigns.
We are looking for a highly motivated and experienced CRM Manager to lead and support our growing CRM team.
You’ll be joining a dynamic and collaborative CRM team consisting of three dedicated CRM Specialists located in Malta. The team operates within a structured environment and reports directly to the Director of Managed Services – CRM.
The ideal candidate is an organised, data-driven professional with a proven track record in managing multiple projects simultaneously. You’ll be responsible for driving CRM performance, ensuring campaign delivery meets business goals, and balancing both strategic planning and hands-on execution. Strong prioritisation skills, the ability to meet tight deadlines, and excellent cross-functional communication are key to success in this role.
Responsibilities:
- Design and implement multi-channel CRM strategies focused on conversion, retention, and reactivation.
- Support the team in hands-on campaign execution using CRM tools and platforms.
- Collaborate with data analysts, product teams, and frontend developers to optimise campaign performance and user journeys.
- Continuously test, measure, and iterate CRM initiatives based on performance data and customer behaviour insights.
Financial Responsibilities:
- Demonstrate a strong understanding of key financial KPIs such as ARPU, retention rate, bonus cost, and NGR.
- Develop CRM strategies that are aligned with financial targets and client-specific goals.
- Identify and implement improvements that optimise campaign ROI and overall performance across all serviced brands.
- Build and present business cases to support new initiatives and process enhancements.
Leadership Responsibilities:
- Lead, mentor, and manage a team of CRM Specialists, ensuring efficient task allocation and timely delivery.
- Provide strategic guidance to the team, setting priorities in line with business goals.
- Foster a culture of performance, collaboration, and accountability within the team.
- Represent the CRM team in internal meetings and with external clients, confidently presenting strategies and performance updates.
- Proven experience in managing and delivering CRM strategies within a fast-paced, data-driven environment.
- Strong leadership and people management skills, with the ability to inspire and develop a team.
- Deep understanding of CRM performance metrics and the ability to translate them into actionable plans.
- Solid understanding of the online gaming industry, including compliance requirements and regulatory restrictions across different markets.
- Ability to collaborate effectively with cross-functional teams, including data, product, and frontend development.
- Confidence in communicating with senior stakeholders and clients, both internally and externally.
- Strong analytical and problem-solving skills, with the ability to build business cases and forecast impact.
- Organised and able to manage multiple projects and deadlines simultaneously.
- Hands-on experience with CRM platforms, campaign tools, and segmentation methodologies.
- Commercially aware, with a clear understanding of how CRM impacts business performance.
- Great career development opportunities
- Hybrid working model
- International Health Insurance
- Health and Wellbeing Package (380 EUR per year)
- Birthday Day Off
- Me Time - 1 day off per year
- Lunches in the office for free
Top Skills
Campaign Tools
Crm Platforms
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