Regional CRM Manager - North America
We are looking for an experienced Regional CRM Manager to own the CRM strategy and customer lifecycle for North America within our regulated business. This role requires someone who understands the North American iGaming landscape, can build localized CRM strategies, and drive measurable growth across the full customer lifecycle.
Location: Lisbon, on-site
Key Responsibilities:
- Own the CRM strategy and execution for North America, ensuring campaigns are tailored to local customer behavior and business objectives.
- Develop, test, and optimize CRM initiatives across all communication channels (Email, SMS, Push Notifications, In-App, and Onsite Messaging).
- Manage the complete customer lifecycle, including onboarding, engagement, retention, reactivation, and churn prevention.
- Plan, execute, and evaluate CRM campaigns with a strong focus on personalization, segmentation, and commercial performance.
- Identify market-specific opportunities and continuously improve customer engagement based on data and customer insights.
- Work closely with Product, Content, Design, Trading, and Analytics teams to deliver high-impact CRM initiatives.
- Monitor and report on CRM KPIs, including retention, CLV, conversion, reactivation, and ROI, turning insights into actionable improvements.
- Ensure all CRM activities comply with regulatory requirements and responsible gaming policies.
Requirements:
- 4+ years of hands-on CRM experience managing North America within iGaming or Sports Betting (Ontario license must-have).
- Strong understanding of the North American customer lifecycle, player behavior, and local CRM best practices.
- Proven experience managing end-to-end CRM campaigns with measurable commercial results.
- Hands-on experience with CRM platforms such as Braze, Optimove, Salesforce, or similar.
- Strong analytical skills with experience in segmentation, A/B testing, automation, and campaign optimization.
- Excellent stakeholder management and project management skills.
- Fluent English is required.
- Comfortable working in a fast-paced international environment.