CRM & Retention Specialist

About the Role

We are looking for a data-driven and customer-focused CRM & Retention Specialist to join our Marketing team.

In this role, you will be responsible for planning, executing and optimizing CRM campaigns that drive customer engagement, retention and lifetime value across our sportsbook and gaming products. This is a hands-on specialist role focused on managing our CRM strategy, customer journeys and promotional communications.

Key Responsibilities

• Plan, execute and optimize CRM campaigns across Email, SMS, Push Notifications and other customer communication channels.
• Manage the customer lifecycle, including Welcome, Onboarding, Retention, Reactivation and Churn Prevention journeys.
• Build and maintain customer segments based on player behaviour, activity and value.
• Create and manage the CRM promotional calendar in alignment with the overall marketing plan.
• Coordinate the setup and execution of promotions, bonuses, free bets, cashback offers and other CRM initiatives.
• Monitor campaign performance and continuously optimize through A/B testing and data analysis.
• Track and report on key CRM KPIs including Retention Rate, Reactivation Rate, Conversion Rate, Open Rate, CTR and Customer Lifetime Value (LTV).
• Work closely with BI and Analytics teams to identify customer insights and new engagement opportunities.
• Ensure all CRM communications comply with regulatory requirements and responsible gaming standards.
• Identify opportunities for automation and process improvements within the CRM function.
• Stay up to date with CRM best practices and industry trends in the online betting and gaming sector.

Who We Are Looking For

• Bachelor’s degree in marketing, Business Administration or a related field.
• 3-5 years of experience in CRM, Lifecycle Marketing or Retention Marketing.
• Previous experience in the online betting or iGaming industry will be considered a strong advantage.
• Experience using CRM or Marketing Automation platforms (e.g. FastTrack or similar).
• Strong analytical skills with the ability to interpret campaign data and customer behaviour.
• Experience with customer segmentation and lifecycle marketing.
• Advanced Excel skills; knowledge of SQL or BI tools will be considered an advantage.
• Excellent command of the Greek and English languages
• Excellent organizational and project management skills.
• Strong communication and collaboration skills.
  

What We Offer:

• 13th salary
• Performance-based bonus
• Provident Fund
• Medical Insurance
• Up to 75% tuition fee subsidy for studies at European University Cyprus for you and/or your children
• 21 days Annual Leave (reaching up to 25 days based on years of service)
• Paid sick leave
• Paid Maternity/Paternity leave
• Gifts on special occasions (e.g. weddings, newborns)
• Continuous professional development