Customer Success Manager

• Own the end-to-end setup and execution of CRM campaigns across email, SMS, push notifications, onsite messages, pop-ups and banners
• Implement promotions within CRM platforms and back-office systems, ensuring accurate targeting, segmentation, offer setup and timing
• Conduct thorough pre-launch QA covering copy, links, assets, translations, segmentation, scheduling and customer journeys
• Support the setup and maintenance of automated journeys and recurring campaigns, keeping campaign records and documentation up to date
• Write, edit and localise French-language campaign content in line with brand tone of voice, campaign objectives and compliance requirements
• Manage translations, ensuring accuracy and on-time delivery
• Prepare clear briefs and coordinate with Design, Content and Tech to obtain assets and resolve setup issues, flagging missing information or blockers early
• Ensure all promotions and communications comply with market-specific regulations, responsible gaming requirements and internal procedures
• Monitor live campaigns and customer journeys, troubleshooting and escalating issues as required
• Track and report campaign performance, including open rates, CTR, conversions, deposits and reactivations
• Contribute to post-campaign reviews and A/B testing, recommending improvements to targeting, execution and customer journeys

CRM Executive

• Define and lead the CRM strategy across multiple brands, markets and verticals
• Lead, coach and develop the CRM team, setting clear priorities, objectives and standards
• Build lifecycle journeys supporting lead capture, onboarding, engagement, conversion and reactivation
• Oversee CRM activity across email, push, SMS and onsite channels where relevant
• Develop segmentation and personalisation based on behaviour, intent, preferences and traffic source
• Lead campaign planning, automation and structured testing across audiences, messaging, creative and timing
• Set CRM KPIs and connect audience growth, engagement and conversion to commercial outcomes
• Use performance data to identify opportunities, make decisions and communicate recommendations to leadership
• Own the CRM platform roadmap and define data, events and integrations for automation and measurement
• Maintain standards for deliverability, consent, data quality, campaign QA and responsible marketing
• Collaborate with Affiliate Operations, Sales, Content, Product, Development and Data
• Use AI and automation with appropriate review and controls
• Monitor developments in iGaming, affiliate marketing and CRM technology and turn them into practical opportunities

Head of CRM

• Take ownership of assigned CRM campaigns and keep relevant stakeholders informed
• Execute campaign and promotional activities focused on engaging player experiences
• Collaborate with the wider kwiff team to address and resolve user queries
• Assist with design tasks using tools such as Adobe Photoshop
• Contribute to user-journey development and monthly planning sessions
• Provide insights and ideas to enhance player experience
• Manage and analyse data to assess campaign impact
• Support informed decisions for future initiatives

Customer Success Manager jobs in Malta

CRM Executive

Head of CRM

Junior CRM Coordinator