CRM & Retention Manager

An exciting opportunity for an experienced CRM & Retention Manager to join a growing marketing team within the online sports betting and casino industry.

This role is suited to a commercially minded, hands-on individual who is ready to take ownership of customer lifecycle marketing within a fast-paced environment. The successful candidate will be responsible for planning, executing, and optimising customer retention campaigns across multiple channels while working closely with senior stakeholders.

What you'll do

• Own the application of customer segmentation and the planning and execution of retention campaigns across different lifecycle stages (e.g. New, Active, Dormant, Churned).
• Plan, execute, and optimise retention marketing campaigns across Email, SMS, and Push Notification channels in line with the agreed retention strategy, and contribute to shaping that strategy.
• Lead the setup and execution of bonuses and promotions aimed at increasing player engagement and retention, recommending offer structures based on past performance.
• Partner with the Business Analyst to ensure campaigns are correctly tagged, structured, and measurable, and to define meaningful success metrics for each campaign.
• Analyse campaign performance metrics, identify trends and learnings (e.g. timing, messaging, offers, segments), and implement optimisation decisions.
• Write and quality-assure clear, engaging marketing copy aligned with the BetJets brand voice, setting the standard for retention communications.
• Own campaign calendars, scheduling, and pre-launch quality control processes, continuously improving workflows and reducing error rates.
• Lead collaboration with internal teams (CRM, trading, compliance) to ensure campaigns are accurate, compliant, and delivered on time.
• Ensure campaign data inputs (segments, offers, channels) are accurate and well- structured to support reliable reporting and analysis.
• Support and guide junior team members as the retention function grows, sharing best practices and reviewing their work where required.

What you'll need

• 3–5+ years experience in CRM, retention, email marketing, or digital marketing, with a proven track record of running multi-channel campaigns (sports betting or casino experience is strongly advantageous).
• Strong interest in sports, gaming, or online entertainment.
• Advanced understanding of Email Marketing and hands-on experience with SMS and Push Notification channels.
• Excellent writing skills with strong attention to detail, tone, and clarity, and the ability to review and improve the work of others.
• Proficient with marketing platforms, CRM tools, or ESPs, including campaign building, automation, and segmentation features.
• Solid data literacy: comfortable interpreting campaign performance data, drawing conclusions, and recommending actions.
• Experience with A/B testing and campaign optimisation is highly desirable.
• Highly organised, proactive, and able to work autonomously while managing multiple campaigns and deadlines.

Job Notes

Growth & Development

With strong performance and growing strategic contribution, the CRM & Retention Manager will progressively take on:

• Full ownership of customer segments, campaign planning, and the retention roadmap
• A leading role in shaping retention strategy alongside the Head of Marketing and Business Analyst
• Accountability for campaign optimisation decisions and retention KPIs
• Broader stakeholder communication, and leadership and mentoring responsibilities within the retention function