Six Values

Customer Success Manager

• Lead the Sportsbook CRM team and report to the Head of CRM
• Implement a comprehensive CRM strategy to increase customer engagement, loyalty, and lifetime value
• Align CRM initiatives with business objectives and marketing strategies
• Provide guidance, support, and professional development to the CRM team
• Foster a collaborative and results-driven team environment
• Develop and maintain a comprehensive promotional calendar
• Oversee planning, execution, and optimization of multi-channel CRM campaigns across email, SMS, and push notifications
• Ensure campaigns are data-driven, personalized, and aligned with customer segments
• Conduct quality assurance and A/B testing for CRM campaigns
• Analyze customer behavior, preferences, and trends
• Refine CRM strategies and improve campaign effectiveness using customer insights
• Report CRM performance and provide actionable recommendations to senior management
• Develop and maintain detailed customer journey maps
• Implement automated workflows and engagement cycles for player segments
• Drive continuous engagement and retention while reducing churn
• Identify and optimize key customer-lifecycle touchpoints
• Collaborate with marketing, product development, and customer service teams
• Communicate CRM efforts, strategies, performance, and insights to senior management and stakeholders
• Support business needs through flexible working hours, occasional weekend coverage, and urgent out-of-hours matters

CRM Manager