At a Glance
- Tasks: Lead the CRM team to enhance player engagement and retention across casino and sportsbook products.
- Company: Join Grace Media, a vibrant gaming operator in Manchester's innovative tech scene.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Opportunity to work with AI tools and lead a passionate team.
- Why this job: Be a strategic voice in a cutting-edge gaming company and drive impactful player experiences.
- Qualifications: Proven iGaming CRM experience and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
Grace Media is an innovative and exciting gaming operator, and we are looking for a vibrant CRM professional ready to take the next step in their career.
Come and join the team in our Manchester office, based in Ancoats.
As Head of CRM, you will own the full customer lifecycle across both casino and sportsbook products, from acquisition through to retention, reactivation, and responsible engagement.
You will manage and develop the CRM department, driving optimisation of player retention, promotions, and communications across all channels.
You will be a key strategic voice in the business, working cross-functionally with Product, Analytics, and Customer Support to ensure we deliver the best possible player experience and maximise lifetime value, all within a compliant and responsible gambling framework.
The ideal candidate will combine deep i Gaming CRM expertise with a modern, data-driven approach, be comfortable with AI-assisted personalisation, predictive segmentation, and continuous testing, as well as having a genuine commitment to safer gambling principles.
Responsibilities
Strategy & Execution
Design and execute a full CRM flow to maximise player lifetime value across both casino and sportsbook products.
Segment the database to control promo spend and increase ROI, as well as increasing product cross-sell within the rules and regulations of the UKGC.
Ensure at all times that all player communications and onsite messaging are compliant and follow all best practices.
The focus of this role will be UK-targeted, with a view to expand into international and other regulated territories in the future.
AI, Personalisation & Innovation
Champion the use of AI-driven tools and automation to deliver personalised, dynamic customer journeys at scale.
Additionally, harness AI to automate and improve all areas of the role, including reporting, onsite design, and player messaging.
Collaborate with other departments, including Product, Analytics, and Customer Support, to ensure that the product being delivered by the company is best in class and is moving forward to continue to drive gameplay on the network.
Team Leadership & Collaboration
Lead, mentor, and scale the CRM team to perform at their highest ability, as well as nurture the team to grow and develop into the next generation of leaders within the department.
Liaise with third-party providers to ensure that products that we are receiving are up-to-date and the best that these third parties have to offer.
Keep the department at the forefront of technology and what is available on the market, and help drive such possibilities internally.
Analytics & ROI
Monitor and report on key metrics including ARPU, churn rate, ROI, and bonus cost percentages.
Run continuous testing frameworks for subject lines, creative assets, incentives, and send times.
Experience And Skills
- Proven experience in a CRM role within i Gaming, with a strong track record across both casino and sportsbook.
- Experience using AI-powered personalisation, predictive segmentation, or machine learning to improve CRM performance and player engagement.
- Strong working knowledge of UKGC regulations and responsible gambling requirements, particularly in relation to CRM, promotions, and player communications.
- Hands-on experience using CRM, email marketing, and campaign management platforms, with the ability to quickly adapt to new systems and internal tools.
- Strong analytical skills, with the ability to work with large datasets, interpret performance trends, and use insight to drive decision‑making.
- Solid understanding of player retention strategies, lifecycle marketing, bonus mechanics, and promotional planning.
- Proven experience planning and executing multi‑channel marketing campaigns across email, SMS, push, onsite, and other CRM channels.
- Strong communication skills, with experience presenting CRM strategy, campaign performance, and recommendations to senior stakeholders.
- Confident leading and developing a team, with experience delegating work, coaching team members, and managing performance against KPIs.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of CRM in Manchester
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Grace Gaming and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Grace Gaming are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Grace Gaming on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Grace Gaming. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Head of CRM in Manchester
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Grace Gaming. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Grace Gaming:Show us that you’ve done your homework! In your application, briefly mention what you admire about Grace Gaming’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Grace Gaming
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Grace Gaming will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Grace Gaming, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
