CRM & Retention Manager

CRM & Retention Manager

Location:

NI or ROI | Type:
Full-Time | Hybrid Working

A leading multi‑channel entertainment and gaming business is hiring a CRM & Retention Manager to take ownership of omni‑channel customer engagement across both retail venues and online platforms.

Key Responsibilities

• Own CRM activity end‑to‑end – from segmentation and targeting through to automation logic, launch, measurement, and optimisation.
• Define direction, prioritise initiatives, and execute with precision.
• Design and manage automated lifecycle journeys (triggers, exclusions, control groups).
• Define and evolve customer segmentation frameworks.
• Drive cross‑channel engagement strategies using unified customer data.
• Partner with venue managers to ensure real‑world campaign execution.
• Establish clear measurement frameworks using incrementality and hold‑out testing.
• Prioritise initiatives based on commercial impact.

What You'll Work With

• Unified customer data across retail and online.
• Loyalty and in‑venue engagement systems.
• Automated CRM journey tools.
• Cross‑channel rewards and promotional mechanics.
• Data‑driven performance tracking.

We’re Looking For

• Proven hands‑on experience building and launching CRM campaigns.
• Strong understanding of lifecycle marketing and automation.
• Experience working in gaming, betting, or a regulated digital environment.
• Commercially minded with experience measuring incrementality.
• Confident collaborating cross‑functionally across operations, digital and senior stakeholders.
• Comfortable making decisions with incomplete information.

What’s Not a Fit

• Purely strategic CRM leadership with no execution.
• Candidates who rely on large teams to deliver KPI focus on activity rather than commercial outcomes.

Benefits

• Competitive compensation.
• Hybrid and flexible working.
• High ownership and visible impact.
• Opportunity to shape omni‑channel CRM in a growing business.
• Work from Home.