CRM Lead – LiveScore Bet

Location

Stoke-on-Trent

2 days in the office per week

Reporting to the CRM Manager, you will be a senior member of the CRM team, with a deep understanding of our customer base, products, and onsite experience. This strategic role will help lead and enhance the overall CRM strategy for Live Score Bet across multiple regulated markets, keeping the customer at the heart of everything we do.

You will be naturally analytical and commercially driven, owning the development of effective segmentation, testing strategies and campaign reporting. This is a fast-paced, hands‑on role that is both challenging and rewarding, perfect for someone looking to make a direct impact on business performance.

• Drive key CRM metrics by developing customer journeys and omni‑channel campaigns that improve engagement, retention, and value.
• Define user segmentation, forecast opportunities, prioritise initiatives, and map CRM journeys that deliver measurable growth and improved KPIs.
• Apply lifecycle marketing strategies to nurture players across all stages of the customer journey.
• Oversee CRM campaign planning in conjunction with the promotional planner, sporting calendar and new product launches.
• Collaborate with the CRM Operations team to ensure all customer communications are compliant, consistent, and adhere to brand guidelines.
• Liaise with internal stakeholders (Product, Creative, Customer Service, Insights, Data) to align campaign activity with onsite experience and brand goals.
• Partner with the Insights and Promotions teams to shape campaign propositions and secure budget sign-off.
• Lead weekly campaign reporting and commercial analysis, delivering data‑driven recommendations and clear narratives to influence future CRM strategy.
• Track and measure performance across cohorts, channels, and promotions, identifying actionable insights.
• Create and manage a testing plan to optimize campaigns and improve results.
• Establish and develop best working practices and processes.
• Support the CRM Manager by mentoring CRM Executives and Senior Executives, ensuring best practices and high‑quality delivery.

• Previous experience within CRM or a retention‑focused role.
• Knowledge of online Sports book and Gaming platforms.
• A strong understanding of lifecycle development and optimisation.
• Highly customer‑centric with a good understanding of CRM strategies and practices (e.g. customer journeys, segmentation, channel mix).
• Analytical, commercial and data driven mindset.
• A solid understanding of marketing principles, with strong attention to detail.
• Proactive, organised and process driven.
• Excellent time management and the ability to work on multiple projects at once.
• Comfortable collaborating with internal departments and providing updates to stakeholders.

• Company Performance Bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare Scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
• Subsidised Gym Membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Virgin Family:
  Giving you access to exclusive Virgin offers and experiences
• Daily snacks, quality coffee, soft drinks and regular socials