CRM Operations Manager

CRM Operations Manager

Location: United States (Remote)
Reports To: Director of Marketing

We’re looking for an experienced and highly organized CRM Operations Manager to serve as the operational lead for our global CRM program. This role bridges strategy, execution, and analysis, owning day-to-day campaign operations, lifecycle journey management, and cross-functional coordination across Marketing, Product, BI, and Partnerships.

The ideal candidate brings a deep understanding of gaming or casino CRM, thrives in a fast-moving, data-driven environment, and has proven success managing cross-timezone teams. You’ll translate lifecycle strategy into precise execution, ensuring every campaign and journey delivers measurable engagement, retention, and revenue impact.

Key Responsibilities:

    1. Operational Ownership
      • Manage end-to-end CRM campaign and lifecycle execution across Email, Push, In-App, and SMS.
      • Translate lifecycle strategy into executable workflows, segmentation logic, and trigger-based journeys.
      • Maintain the master CRM calendar, ensuring cadence, content, and channel alignment.
      • Direct day-to-day collaboration with India-based CRM team for builds, QA, and deployment.
      • Create and maintain documentation, QA standards, and workflow checklists.
    2. Platform & Data GovernanceCampaign Execution
      • Serve as the U.S. point of contact for CRM platform management (CleverTap strongly preferred, Braze, SFMC, or equivalent).
      • Oversee tagging conventions, control groups, and event setup to maintain data integrity.
      • Partner with BI and Product to ensure event data and segmentation remain accurate.
      • Identify opportunities to streamline, automate, and personalize campaigns for performance lift.
    3. Campaign Performance & Reporting
      • Partner with the CRM Analyst and BI to measure and optimize campaign effectiveness.
      • Design and execute A/B and multivariate tests, evaluating creative, segmentation, and timing.
      • Surface insights to inform creative testing, lifecycle triggers, and retention strategy.
      • Deliver regular reporting and recommendations to leadership and B2B partner teams.
    4. Cross-Functional Collaboration
      • Liaise with Partnerships, Creative, and Product to align CRM content and timing with key initiatives.
      • Work closely with the CRM Art Resource to ensure creative assets meet channel and testing needs.
      • Ensure cross-team visibility into campaign calendars, performance, and upcoming priorities.

Qualifications:

  • 5-8 years of experience in CRM, lifecycle marketing, or marketing operations.
  • Experience in gaming or casino CRM is required (social, mobile, or real-money gaming).
  • Hands-on experience with a major CRM platform – CleverTap preferred, but Braze, SFMC, or the like also considered.
  • Proven track record of managing both campaign execution and lifecycle automation.
  • Experience managing or partnering with offshore teams (India or similar time zones).
  • Strong analytical mindset with a command of A/B testing, segmentation, and performance metrics.
  • Proficiency with reporting tools such as AppsFlyer, Looker, Tableau, or equivalent.
  • Excellent project management, communication, and collaboration skills.

Success Looks Like:

  • Campaigns and automated journeys launch flawlessly across all segments and channels.
  • CRM execution operates as a coordinated, 24-hour global workflow.
  • Testing and reporting directly inform creative, cadence, and segmentation improvements.
  • CRM results clearly ladder up to retention, monetization, and partner performance goals.

How to Apply:

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