CRM Technology & Performance Manager

JR United Kingdom; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

A leading marketing agency in the iGaming industry is seeking a CRM Technology & Performance Manager to oversee CRM platform capabilities and performance. This hybrid role focuses on optimizing customer lifecycle strategies and requires strong technical and vendor management skills. Candidates should have over 5 years of relevant experience in CRM operations, preferably within the online gambling sector. The position offers generous benefits, including a discretionary bonus and flexible working arrangements.

Benefits

End of year discretionary bonus

Hybrid working

Learning and Development Programmes

Work from abroad up to 4 weeks per year

Pizza and drinks every Friday

Qualifications

• 5+ years’ experience in CRM operations or lifecycle marketing in iGaming.
• Hands-on experience with leading CRM platforms.
• Strong understanding of CRM KPIs.

Responsibilities

• Own the configuration and roadmap of the CRM platform.
• Provide oversight of automated lifecycle journeys.
• Define KPIs and centralized reporting on campaign performance.

Skills

CRM operations

Marketing automation

Stakeholder communication

Vendor management

Performance optimization

Tools

Optimove

Salesforce

Braze

Job description

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CRM Technology & Performance Manager, london

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Client:

NetBet

Location:

london, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

Job Title: CRM Technology & Performance Manager

Location: Hybrid- London/ Malta

About GIMO:

Global Interactive Marketing Online (GIMO) Global Interactive Marketing Online (GIMO) is a London-based leading independent marketing agency and software developer within the iGaming industry. GIMO works in close partnership with leading global gaming brands such as NetBet, 777, and betFIRST.

About Netbet Brand:

Since 2006, NetBet has delivered the ultimate online casino and sportsbook experience for its players across the globe. Alongside sports betting and casino, players have also enjoyed Lotto, Live Casino, and Poker products. With access to multiple languages across all its registered markets, thousands of industry-leading casino games, and daily sports events, NetBet has evolved into one of the world’s favourite online gaming brands. NetBet provides users with a friendly environment, total security, and reliable navigation. Its features are recognised by flagship organisations specialising in regulating and controlling online gaming sites. To enrich player trust and protection NetBet has several gaming licences from across the world including MGA, UK, Mexico, Denmark, Greece, France, Romania, and Italy. This ensures that NetBet operates in line with the rules and regulations of each jurisdiction and that players receive the best possible service. Should you need any help or advice about betting, our customer support services are available to answer your questions via email, chat, and phone.

Role:

We are seeking a CRM Technology & Performance Manager to take ownership of our CRM technology ecosystem and its performance across lifecycle automation, platform capabilities, and channel providers. This pivotal role will act as the central business lead for the CRM stack — including platforms like Optimove and FLOWS, push notifications (e.g. Braze), SMS, and other supporting tools — with the core mission to ensure technical reliability, data-driven performance, and strategic alignment across Casino and Sportsbook verticals. Sitting outside the CRM execution team, this role will serve as a governance layer and strategic enabler — providing oversight, insight, and optimization guidance across all automated customer lifecycle journeys and campaign activity. The CRM Technology & Performance Manager will work closely with CRM Managers, Country Managers, Product, Data, and Technology teams, and will report to the Head of Business.

Duties and Responsibilities:

• CRM Platform Ownership & Capability Management Own the configuration, stability, and roadmap alignment of the CRM platform (Optimove, Braze etc). Ensure the business is leveraging the full suite of CRM features — including segmentation, journey orchestration, dynamic content, and testing capabilities. Coordinate platform updates, change requests, and rollout of new capabilities in collaboration with CRM, Tech, and Vendors. Maintain platform documentation and usage guidelines to ensure scalable, compliant, and consistent usage across teams.
• Lifecycle Automation & Technical Oversight Provide oversight and governance of automated lifecycle journeys — onboarding, conversion, retention, churn win-back, VIP engagement. Ensure journeys are built using best practices in logic, triggers, frequency capping, and personalization. Work with CRM teams to monitor journey efficacy and recommend technical or structural improvements. Troubleshoot automation logic or performance issues in partnership with the CRM and Data/Tech teams.
• CRM Performance Monitoring & Optimization Provide monthly reports that will be included in the Head of Business' Board Presentations Define KPIs and own centralized reporting on campaign and automation performance (e.g. open/click/conversion rates, churn, ARPU uplift). Develop dashboards and reports (in coordination with BI/Data teams) to monitor CRM activity across regions and verticals. Lead performance reviews with CRM stakeholders, surfacing underperforming segments, gaps in targeting logic, and missed opportunities. Support testing and experimentation (A/B, multivariate) to drive incremental gains in CRM effectiveness.
• Cross-Functional Alignment & Enablement Act as the go-to contact for CRM technology and campaign performance insights across the business. Support Country Managers with data insights and lifecycle structure guidance aligned with regional goals. Enable CRM Managers to build more effective campaigns through training, playbooks, and platform enablement sessions. Ensure consistent campaign tracking and performance tagging across markets.
• CRM Channel Service Provider Management Manage relationships with key channel vendors: push notification (e.g. Braze), SMS providers, email deliverability partners. Monitor performance metrics such as delivery rates, latency, and user engagement for each provider. Coordinate integrations, upgrades, and support tickets with each vendor. Ensure SLAs are met and services are stable, compliant, and optimized. 6. Quality Control, Compliance & Best Practices Conduct audits of CRM journeys and campaign setups to ensure alignment with company standards and regulatory requirements (e.g. GDPR, Responsible Gaming). Ensure fatigue rules, opt-outs, targeting accuracy, and frequency controls are being followed. Promote best practices across regions and teams to reduce campaign cannibalization and user fatigue.

Person Specifications:

• 5+ years’ experience in CRM operations, marketing automation, or lifecycle marketing in the iGaming / Online Gambling industry.
• Hands-on experience with leading CRM platforms (Optimove is must, Salesforce, Braze, etc.).
• Strong understanding of CRM KPIs and performance optimization techniques.
• Technical acumen to understand platform capabilities and troubleshoot journey or logic issues.
• Excellent stakeholder communication and ability to influence cross-functional teams.
• Strong vendor management skills with a focus on performance and reliability.

Success Metrics

• Increased usage of advanced CRM platform features across teams. Measurable improvement in campaign engagement and retention KPIs. Platform and channel stability with minimal downtime or delivery issues.
• Positive stakeholder feedback from CRM, Marketing, and Country teams on support and guidance.
• Documented and enforced best practices across campaigns and lifecycle journeys.

• Hybrid working [ 2 days remote, 3 days in office]

• Work from abroad up to 4 weeks/ year.

• End of year discretionary Bonus

• Pizza and drinks every Friday.

• Learning and Development Programmes

More benefits are available and will be discussed once successful. These benefits are applicable to UK based candidates.

“GIMO is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Personal data are processed in accordance with EU and UK GDPR and our Privacy Policy, which is available here [ https://www.gimo.co.uk/gimo-privacy-policy/]. CVs are retained for 12 months, and we may contact you regarding other suitable roles during this period’