Customer Relationship Management

2 days ago

Belgrade, Central Serbia ENI-ONE LTD Full time

Belgrade, Serbia (onsite)

Full-time | Mon–Fri (5/2), flexible start (no later than 11:00 AM)

English: B2

Experience: 3+ years

Bonus KPI: TBD

Daily adventures

Strategy & development

  • Develop and lead the CRM strategy across a multi-brand portfolio focused on Tier 1 markets
  • Define team goals and KPIs across all CRM areas
  • Collaborate with Retention teams (VIP, Support, Product) on quarterly and annual roadmaps
  • Build a structured, personalized player experience across the full lifecycle (onboarding, reactivation, churn prevention, loyalty)
  • Lead reactivation strategies for high-value players
  • Design segmentation, motivational models, and loyalty mechanics (cashback, missions, gamification, level-ups)
  • Analyze and optimize conversion funnels across player segments

Operations

  • Lead and develop a CRM team of 5+ specialists (hiring, coaching, 1:1s, performance reviews)
  • Ensure high-quality execution of daily, weekly, seasonal, automated, and trigger-based campaigns
  • Implement and optimize automated CRM flows (welcome, lifecycle, predictive logic)
  • Own multichannel communications: email, SMS, messengers (Telegram, WhatsApp, Viber), onsite banners and pop-ups
  • Define technical requirements for Development and BI teams to enhance CRM tools and logic
  • Lead CRM platform implementations and migrations (segmentation, campaign logic, templates)
  • Own analytics and testing: reporting, performance analysis, A/B and multivariate testing, conversion optimization

What makes you a great match

  • 3+ years of CRM experience in iGaming (B2C)
  • 1+ year of experience leading a CRM team
  • Proven success building and scaling CRM functions in high-growth environments
  • Strong understanding of player lifecycle, behavior patterns, motivations, and engagement stages
  • Experience working with Tier 1 markets and local compliance requirements
  • Hands-on experience with CRM tools (Sendgrid, Sendpost, Solitics, or similar)
  • Confident English communication skills (B2)
  • Strong analytical skills across CRM metrics: retention, churn, reactivation, CLTV, ARPU, NGR, bonus cost, CTR, OR/CR
  • Experience with multichannel communication strategies (email, onsite, SMS, messengers)
  • Close collaboration with BI, Product, Support, VIP, and Affiliate teams
  • Strategic mindset with a focus on retention, reactivation, and ARPU growth
  • Ability to translate strategy into clear, actionable tasks
  • Experience scaling communication channels

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