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- Tasks: Lead our CRM technology and performance, ensuring smooth operations and optimised customer journeys.
- Company: Join GIMO, a top marketing agency in the iGaming industry, partnering with global brands like NetBet.
- Benefits: Enjoy hybrid working, generous bonuses, private health insurance, and fun team activities every week.
- Why this job: Be at the forefront of CRM innovation, impacting player experiences in a dynamic and supportive environment.
- Qualifications: 5+ years in CRM operations, with hands-on experience in platforms like Optimove and strong communication skills.
- Other info: Work from abroad for up to 4 weeks a year and engage in continuous learning opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hybrid- London/ Malta
About GIMO: Global Interactive Marketing Online (GIMO) is a London-based leading independent marketing agency and software developer within the iGaming industry. GIMO works in close partnership with leading global gaming brands such as NetBet, 777, and betFIRST.
Role: We are seeking a CRM Technology & Performance Manager to take ownership of our CRM technology ecosystem and its performance across lifecycle automation, platform capabilities, and channel providers. This pivotal role will act as the central business lead for the CRM stack — including platforms like Optimove and FLOWS, push notifications (e.g. Braze), SMS, and other supporting tools — with the core mission to ensure technical reliability, data-driven performance, and strategic alignment across Casino and Sportsbook verticals. Sitting outside the CRM execution team, this role will serve as a governance layer and strategic enabler — providing oversight, insight, and optimization guidance across all automated customer lifecycle journeys and campaign activity. The CRM Technology & Performance Manager will work closely with CRM Managers, Country Managers, Product, Data, and Technology teams, and will report to the Head of Business.
Duties and Responsibilities:
- CRM Platform Ownership & Capability Management: Own the configuration, stability, and roadmap alignment of the CRM platform (Optimove, Braze etc). Ensure the business is leveraging the full suite of CRM features — including segmentation, journey orchestration, dynamic content, and testing capabilities. Coordinate platform updates, change requests, and rollout of new capabilities in collaboration with CRM, Tech, and Vendors. Maintain platform documentation and usage guidelines to ensure scalable, compliant, and consistent usage across teams.
- Lifecycle Automation & Technical Oversight: Provide oversight and governance of automated lifecycle journeys — onboarding, conversion, retention, churn win-back, VIP engagement. Ensure journeys are built using best practices in logic, triggers, frequency capping, and personalization. Work with CRM teams to monitor journey efficacy and recommend technical or structural improvements. Troubleshoot automation logic or performance issues in partnership with the CRM and Data/Tech teams.
- CRM Performance Monitoring & Optimization: Provide monthly reports that will be included in the Head of Business' Board Presentations. Define KPIs and own centralized reporting on campaign and automation performance (e.g. open/click/conversion rates, churn, ARPU uplift). Develop dashboards and reports (in coordination with BI/Data teams) to monitor CRM activity across regions and verticals. Lead performance reviews with CRM stakeholders, surfacing underperforming segments, gaps in targeting logic, and missed opportunities. Support testing and experimentation (A/B, multivariate) to drive incremental gains in CRM effectiveness.
- Cross-Functional Alignment & Enablement: Act as the go-to contact for CRM technology and campaign performance insights across the business. Support Country Managers with data insights and lifecycle structure guidance aligned with regional goals. Enable CRM Managers to build more effective campaigns through training, playbooks, and platform enablement sessions. Ensure consistent campaign tracking and performance tagging across markets.
- CRM Channel Service Provider Management: Manage relationships with key channel vendors: push notification (e.g. Braze), SMS providers, email deliverability partners. Monitor performance metrics such as delivery rates, latency, and user engagement for each provider. Coordinate integrations, upgrades, and support tickets with each vendor. Ensure SLAs are met and services are stable, compliant, and optimized.
- Quality Control, Compliance & Best Practices: Conduct audits of CRM journeys and campaign setups to ensure alignment with company standards and regulatory requirements (e.g. GDPR, Responsible Gaming). Ensure fatigue rules, opt-outs, targeting accuracy, and frequency controls are being followed. Promote best practices across regions and teams to reduce campaign cannibalization and user fatigue.
Person Specifications:
- 5+ years’ experience in CRM operations, marketing automation, or lifecycle marketing in the iGaming / Online Gambling industry.
- Hands-on experience with leading CRM platforms (Optimove is must, Salesforce, Braze, etc.).
- Strong understanding of CRM KPIs and performance optimization techniques.
- Technical acumen to understand platform capabilities and troubleshoot journey or logic issues.
- Excellent stakeholder communication and ability to influence cross-functional teams.
- Strong vendor management skills with a focus on performance and reliability.
Success Metrics:
- Increased usage of advanced CRM platform features across teams.
- Measurable improvement in campaign engagement and retention KPIs.
- Platform and channel stability with minimal downtime or delivery issues.
- Positive stakeholder feedback from CRM, Marketing, and Country teams on support and guidance.
- Documented and enforced best practices across campaigns and lifecycle journeys.
Our generous UK benefits package includes:
- Hybrid working [2 days remote, 3 days in office]
- Work from abroad up to 4 weeks/year.
- End of year discretionary Bonus
- Pension Scheme
- Private Health Insurance
- Pizza and drinks every Friday.
- Perkbox
- Employee Wellbeing
- Learning and Development Programmes
- Staff social engagement activities
More benefits are available and will be discussed once successful. These benefits are applicable to UK based candidates.
GIMO is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Personal data are processed in accordance with EU and UK GDPR and our Privacy Policy, which is available here.
CRM Technology & Performance Manager employer: Job Traffic
Contact Detail:
Job Traffic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Technology & Performance Manager
✨Tip Number 1
Familiarise yourself with the specific CRM platforms mentioned in the job description, especially Optimove and Braze. Understanding their functionalities and capabilities will not only help you during interviews but also demonstrate your proactive approach to mastering the tools essential for the role.
✨Tip Number 2
Network with professionals in the iGaming industry, particularly those who work with CRM technologies. Engaging with them on platforms like LinkedIn can provide insights into the company culture at GIMO and the expectations for the CRM Technology & Performance Manager role.
✨Tip Number 3
Prepare to discuss your experience with performance monitoring and optimisation techniques. Be ready to share specific examples of how you've improved campaign engagement or retention KPIs in previous roles, as this will be crucial in showcasing your fit for the position.
✨Tip Number 4
Research GIMO and its partnerships with brands like NetBet. Understanding their market position and the challenges they face can help you tailor your discussions during interviews, showing that you're not just interested in the role but also in contributing to the company's success.
We think you need these skills to ace CRM Technology & Performance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM operations and marketing automation, particularly within the iGaming industry. Emphasise your hands-on experience with platforms like Optimove and Braze, as well as any specific achievements related to campaign performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention how your skills align with the responsibilities outlined in the job description, such as lifecycle automation and performance monitoring. Use specific examples to demonstrate your expertise.
Highlight Key Metrics: In your application, include quantifiable results from your previous roles. For instance, mention improvements in campaign engagement or retention KPIs that you have achieved. This will help illustrate your impact and effectiveness in similar positions.
Showcase Cross-Functional Collaboration: Since the role involves working closely with various teams, highlight any experience you have in cross-functional collaboration. Discuss how you've successfully communicated insights or enabled other teams to achieve their goals through your CRM expertise.
How to prepare for a job interview at Job Traffic
✨Know Your CRM Platforms
Make sure you have a solid understanding of the CRM platforms mentioned in the job description, especially Optimove and Braze. Be prepared to discuss your hands-on experience with these tools and how you've leveraged their features to drive performance.
✨Demonstrate Data-Driven Decision Making
Since the role focuses on performance monitoring and optimisation, come equipped with examples of how you've used data to inform your strategies. Discuss specific KPIs you've tracked and how you've improved campaign effectiveness based on those insights.
✨Showcase Your Cross-Functional Collaboration Skills
This position requires working closely with various teams. Prepare to share experiences where you've successfully collaborated with stakeholders from different departments, highlighting your communication skills and ability to influence others.
✨Prepare for Technical Questions
Given the technical nature of the role, be ready to answer questions about troubleshooting CRM journeys and logic issues. Brush up on common challenges faced in CRM operations and how you've resolved them in the past.
