VIP CRM Manager

About the Position

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.

Requirements

• 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.

Nice to Have

• 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 Offer

• Opportunity to work in a dynamic and innovative environment;
• Be part of a team that values collaboration and mutual support;
• Engage in ambitious, clear, and measurable goals aligned with our strategy;
• Embrace challenges as opportunities for growth and evolution.

About the Company

Growe is a leading company in the iGaming industry, dedicated to providing exceptional gaming experiences and fostering a culture of continuous improvement and adaptability.