CRM Operations Specialist

Initiate International; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An exciting opportunity awaits as a CRM Operations Specialist in Johannesburg, where you will play a pivotal role in executing high-impact CRM campaigns for a dynamic online casino team. This position focuses on enhancing player satisfaction through tailored communications and precise CRM processes. You will thrive in a fast-paced environment, collaborating with various departments to ensure a seamless customer experience. If you are passionate about CRM and eager to drive player loyalty, this role offers the perfect platform to showcase your skills and make a significant impact in the iGaming industry.

Qualifications

• Proven experience in CRM operations or marketing operations, ideally within iGaming.
• Strong attention to detail, organisational skills, and time management.

Responsibilities

• Support the daily operations of the CRM department to ensure timely campaign rollouts.
• Manage the delivery of multi-channel CRM campaigns designed to boost player engagement.

Skills

CRM Operations

Campaign Execution

Data Analysis

Communication Skills

Project Management

Education

Bachelor’s degree in Marketing

Bachelor’s degree in Business

Tools

Xtremepush

Optimove

Job description

CRM Operations Specialist required in Johannesburg.

An exciting opportunity has opened up for a detail-driven CRM Operations Specialist in Johannesburg to join a fast-growing team in the online casino space. This role plays a key part in delivering seamless, high-impact CRM campaigns, supporting retention and engagement strategies, and ensuring the end-to-end customer experience is flawlessly executed.

The successful candidate will thrive in a dynamic, fast-paced environment, with a strong focus on operational excellence, campaign execution, and player lifecycle management. This role is instrumental in driving loyalty and enhancing player satisfaction through tailored communications and precision-built CRM processes.

Duties and Responsibilities:

• Support the daily operations of the CRM department to ensure timely and high-quality campaign rollouts.
• Own the execution cycle – from building to testing to going live – ensuring communications are error-free and aligned with key milestones.
• Create engaging, player-focused content based on segmentation, behaviour, and preferences.
• Manage the delivery of multi-channel CRM campaigns (email, SMS, push, etc.) designed to boost player engagement and retention.
• Work closely with Product, Design, GSP, and other departments to ensure a consistent player experience across all touchpoints.
• Leverage tools such as Xtremepush and Optimove to track player behaviour, optimise campaign targeting, and personalise experiences.
• Monitor performance metrics, report on campaign effectiveness, and recommend improvements based on data insights.
• Conduct regular audits of CRM systems, ensuring compliance with internal policies and data protection regulations.
• Support and test new product features and player promotions before they go live.
• Coordinate the accurate delivery of promotions, loyalty rewards, and engagement incentives.
• Act as a point of contact for CRM-related customer support escalations.
• Stay ahead of trends in CRM technology, tools, and industry best practices to elevate campaign impact.

Requirements:

• Bachelor’s degree in Marketing, Business, or related field.
• Proven experience in CRM operations or marketing operations, ideally within iGaming.
• Proficiency with CRM platforms and tools (e.g. Xtremepush, Optimove, or similar).
• Analytical mindset with hands-on experience in data interpretation and campaign performance tracking.
• Excellent communication skills — verbal, written, and interpersonal.
• Experience creating and testing communications, rewards, and promotional mechanics.
• Strong attention to detail, organisational skills, and time management.
• Ability to manage multiple campaigns and projects simultaneously in a high-speed environment.
• Customer-focused and passionate about delivering outstanding player experiences.
• Knowledge of industry regulations and CRM compliance practices.
• Background in the online gaming, gambling, or digital entertainment industry.
• Understanding of loyalty programs and customer segmentation strategies.
• Familiarity with player behaviour patterns and psychology.
• Experience in cross-departmental collaboration.