Position Overview

Input strongly in the strategic planning, execution, and optimization of CRM communications across multiple brands and markets, with a focus on both sportsbook and casino verticals. Drive the development and delivery of high-impact campaigns and player journeys, ensuring alignment with organizational objectives and continuous performance improvement. Play a pivotal role in guiding the CRM function into a new era of AI, automation and machine learning, shaping the vision for initial implementation and driving ongoing optimization and management of these technologies

Key Responsibilities

• Own the end-to-end lifecycle of communication-based campaigns and player journeys, leveraging advanced segmentation and targeting strategies. Align all initiatives with business goals, collaborating closely with Loyalty, Promotions, and cross-functional teams to ensure cohesive monthly campaign planning and execution.
  

• Play a lead role in the adoption and integration of AI automation and machine learning within CRM operations. Define the roadmap for initial implementation and continuously optimize and manage these technologies to enhance campaign effectiveness, personalization, and operational efficiency.

• Oversee the briefing and coordination of operational, creative, and data requirements, ensuring seamless delivery and high-quality assets. Maintain clear visibility for stakeholders on current and upcoming campaigns, proactively troubleshooting issues and escalating as needed to ensure timely resolutions.

• Implement and refine AB and other testing strategies to maximize player engagement and ROI whilst finding new opportunities to exploit. Partner with BI/Insights to analyse campaign performance, present monthly KPI overviews, whilst driving continuous improvement through data-driven decision-making.

• Champion the evolution of CRM tools and internal processes, identifying and implementing improvements to optimize campaign execution and team efficiency. Support CRM Coordinators, fostering advanced tool knowledge and effective problem-solving.

• Perform additional responsibilities as required to support the success of the CRM function.

Requirements

• Minimum 3 years’ experience in a senior CRM/Retention role within the iGaming industry, with proven expertise across both sportsbook and casino.

• Demonstrated mastery of CRM tools and campaign management from conception to completion.

• Experience leading the implementation and ongoing optimization of AI automation and machine learning solutions within CRM or related functions.

• Strong analytical skills with the ability to interpret performance and financial KPIs.

• Exceptional attention to detail, organizational, and time management abilities.

• Fluent English communication skills, both written and verbal.

• Collaborative team player with proven leadership capabilities.

  
  

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success.

Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand.

We offer:

• Competitive salary and benefits

• Opportunities to learn, grow, and develop

• A creative, collaborative team environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.