CRM Manager

Description

**ABOUT THE ROLE** We are looking for a Retention Manager responsible for defining and executing BingoPlus’ retention and engagement strategy within the regulated Brazilian market. This role combines CRM initiatives, operational routines, and product journey improvements to ensure users remain active, engaged, and recurring over time. This position works cross\-functionally with Operations teams including Casino, Sportsbook, Promotions, and VIP, as well as Product/UX and Data teams, coordinating calendars, segmentation, offers, communications, and journey experiments focused on reducing churn and increasing LTV at the lowest possible cost. Advanced English is required for interaction with the global team. Previous experience in the iGaming industry is considered a strong plus. **KEY RESPONSIBILITIES** · Own the BingoPlus retention strategy, defining priorities, engagement calendars, and reactivation goals by customer segment · Build and continuously improve operational segmentations including new users, active users, recurring users, inactive users, VIPs, and risk profiles, in partnership with Data and Operations teams · Plan and coordinate the retention action calendar, including CRM campaigns, promotions, and missions, ensuring consistency across communications, lobby visibility, and active offers · Design and optimize user journeys focused on activation, recurrence, and reactivation, working closely with Product and UX teams to reduce friction and improve conversion at key touchpoints · Define and execute communication flows throughout the customer lifecycle using channels such as email, push notifications, SMS, and WhatsApp, ensuring regulatory compliance · Lead experiments and A/B testing initiatives involving communications, offers, and user flows whenever applicable, documenting hypotheses, results, and learnings · Collaborate with Operations and Product teams to ensure campaigns and incentives remain sustainable, with proper cost control, exposure limits, and anti\-abuse rules · Ensure all campaigns and communications comply with regulatory requirements, internal policies, and responsible gaming best practices · Monitor retention, engagement, and churn performance, generating actionable insights and weekly action plans for continuous improvement · Provide leadership with weekly summaries including results, learnings, upcoming tests, and next\-cycle priorities **WE ARE LOOKING FOR SOMEONE WHO HAS** · At least 3 years of experience in retention, CRM, lifecycle marketing, or growth focused on engagement and reactivation · Ability to drive both strategy and execution with autonomy and strong organizational skills · Hands\-on experience with customer segmentation and journey design based on user behavior and product events · Experience using CRM platforms, communication channels, and automation tools including email, push notifications, SMS, and WhatsApp, with the ability to translate business goals into campaigns and lifecycle flows · Strong analytical skills to interpret retention, churn, conversion, and incentive performance data and transform insights into actionable strategies · Experience collaborating with operational and product teams such as Operations, UX, Data, and Customer Support on cross\-functional initiatives · Knowledge of compliance best practices for communication and marketing restrictions within regulated betting environments · English proficiency at C1 or C2 level for communication with global stakeholders **NICE TO HAVE** · Previous experience in iGaming, sports betting, online casino, or highly recurring digital products · Experience with retention mechanics such as missions, cashback, tournaments, challenges, rankings, and loyalty programs · Experience optimizing customer journeys and conversion flows including onboarding, first deposit, first bet, and user reactivation · Basic SQL knowledge and familiarity with BI tools for cohort analysis and segmentation · Experience managing incentive costs and ROI in partnership with game providers, risk teams, and finance departments · Experience developing VIP\-focused strategies, including personalization and dedicated communication flows Job Type: Full\-time Work Location: In person