VIP CRM Manager

Job description

##### Growe welcomes those who are excited to: - Prepare and own a strategic monthly VIP CRM calendar tailored for Casino and Sports customers, leveraging analytics to drive data-informed decisions; - Control VIP CRM revenue targets and bonus budget allocation, ensuring alignment with overall business objectives; - Monitor bonus cost versus incremental revenue and ensure positive campaign ROI, optimizing incentive structures to maximize margin efficiency; - Develop, implement, and continuously optimize VIP lifecycle journeys (Onboarding, Growth, Loyalty, Churn Prevention) with clear KPIs for retention, ARPU growth, and LTV; - Plan, execute, and optimize campaigns for VIP upselling, retention, and reactivation on a daily basis; - Collaborate closely with VIP Account Managers to align automated CRM flows with high-touch manual outreach, ensuring a seamless and personalized player experience; - Manage communications across email, SMS, push notifications, and in-app messaging channels, ensuring consistency and relevance; - Track, measure, and report on key performance metrics including Retention Rate, Reactivation Rate, Churn Rate, ARPU, LTV, and monthly revenue flows; - Monitor campaign conversion metrics (acceptance rate, usage rate, wagering completion, incremental uplift) and communication performance (Open Rate, CTR, Conversion Rate, Delivery Rate); - Design and execute statistically robust A/B and multivariate tests, defining hypotheses, success metrics, and incrementality impact to drive continuous performance improvement. ##### We need your professional experience: - At least 1 year of CRM experience within the iGaming industry, with direct exposure to VIP segment management; - Strong analytical mindset with the ability to interpret complex datasets and translate insights into actionable strategies; - Experience managing bonus cost optimization and campaign ROI analysis; - Proficiency in CRM tools, marketing automation platforms, and performance tracking systems; - Deep understanding of player behavior and lifecycle dynamics within Casino and Sports products; - Experience working with LATAM markets (Spanish-speaking regions) will be a strong advantage. ##### We appreciate if you have those personal features: - Proactive and resourceful approach in resolving campaign, segmentation, or bonus issues quickly; - Strong communication and presentation skills, with the ability to deliver clear strategic reports and recommendations; - Ability to work in a fast-paced environment with multiple markets, frequent game releases, and dynamic event calendars. ##### We are seeking those who align with our core values: - GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals; - DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success; - BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.