CRM Strategy Manager - Reactivation & High Value

evoke plc; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Bonus schemes

Pension

Healthcare

Discounts

Job summary

evoke is seeking a CRM professional to shape customer experiences for globally recognised betting and gaming brands. You will design and optimise activation journeys, segments and communications across international markets, leveraging AI-enabled insights and analytics to drive engagement and long-term value.

You will partner with regional teams to scale successful initiatives, implement measurement frameworks, and promote responsible gambling while delivering commercial impact for multiple

Qualifications

• Experience developing CRM, customer lifecycle, communications or bonusing strategies in gambling or gaming or related customer-focused industry.
• Analytical mindset to interpret complex data and translate insights into commercial outcomes.
• Ability to influence stakeholders across brands, markets and functions in a global organisation.

Responsibilities

• Develop and optimise reactivation strategies and customer journeys to re-engage inactive customers and sustain activity.
• Design CRM strategies for high-value segments to enhance retention and lifetime value through personalised experiences.
• Create measurement frameworks to evaluate incremental performance and scale initiatives across business units.
• Lead customer segmentation using behavioural, transactional and value-based insights to improve targeting.
• Drive a test-and-learn culture across messaging, channels, timing, offers and audience selection to improve performance.
• Partner with Campaign Management teams to translate strategy into impactful CRM activity and journeys.
• Share best practices across regional teams to enable consistent global adoption of strategies.
• Identify opportunities to use AI, automation and next-best-action approaches to enhance engagement and CRM effectiveness.

Job description

Are you passionate about transforming customer engagement through data, personalisation and innovation? Join a high-performing CRM team shaping the future of customer experiences across globally recognised betting and gaming brands including William Hill, 888 and Mr Green. Working across international markets, you'll play a key role in developing industry-leading CRM strategies that leverage AI, automation and advanced analytics to create meaningful customer interactions, maximise commercial performance and drive long-term customer value. What You'll Be Doing

• Develop and optimise reactivation strategies and customer journeys that successfully re-engage inactive customers and encourage sustained activity.
• Design CRM strategies for high-value customer segments, enhancing retention, engagement and lifetime value through personalised experiences.
• Create and maintain measurement frameworks that evaluate incremental performance and support the scaling of successful initiatives across multiple business units.
• Lead customer segmentation strategies using behavioural, transactional and value-based insights to improve targeting and customer relevance.
• Drive a structured test-and-learn culture across messaging, channels, timing, offers and audience selection to continually improve performance.
• Partner with Campaign Management teams to translate strategic direction into impactful CRM activity and customer journeys.
• Share best practices and innovative insights across regional teams, enabling successful strategies to be adopted consistently across global markets.
• Identify opportunities to utilise AI, automation and next-best-action approaches to enhance customer engagement and optimise CRM effectiveness. We are committed to responsible gambling, and we are looking for people who can support our ethos.
• Proven experience developing CRM, customer lifecycle, communications or bonusing strategies, ideally within the gambling, gaming or a related customer-focused industry.
• Analytical mindset with the ability to interpret complex data, uncover opportunities and translate insights into commercial outcomes.
• Experience with customer segmentation, personalisation, retention strategies and next-best-action methodologies.
• Ability to build relationships and influence stakeholders across brands, markets and functions within a global organisation. Our roles offer more than just a job, you'll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:
• Family Support: Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Perks and discounts: Discounts at a range of high-street retailers
• Financial: Competitive salary, pension, and bonus schemes.
• Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. You will also have access to gym discounts and our cycle to work scheme.
• Hybrid working: Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits (or a cash alternative).
• Pension package, income protection and life assurance: Safeguarding your financial future and offering peace of mind.

More about evoke

We're a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn't be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That's the future. That's evoke. At evoke, you'll benefit from flexibility and a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you.

We prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth. Sound good? Then you belong at our place!