Harnham
Customer Relationship Management Manager
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CRM Manager
£45,000 - £50,000 Fully Remote in the UK
The Company
This is an international online gaming and sports betting business with a strong presence across regulated and emerging markets. The business operates across multiple international territories, with the UK and Mexico among its key markets. The wider team is international, with a significant proportion based in Bulgaria, while the Head of CRM is UK-based. The company has a strong focus on customer experience, localisation and data-driven engagement, using CRM and digital marketing to build long-term customer relationships.
The Role
As CRM Manager, you’ll take ownership of CRM activity across the UK and Sweden, with a particular focus on the Sportsbook customer base. You’ll be responsible for managing campaigns from planning through to execution, analysing customer behaviour, developing segmentation and using testing and personalisation to improve engagement. You’ll also manage two CRM Executives, providing direction and ensuring campaigns and promotions are delivered accurately and effectively. This is a highly autonomous role. You’ll need to be comfortable identifying what needs to be done, taking ownership and getting on with it without needing everything spelled out. You’ll also work closely with senior stakeholders and have exposure to the CEO, so strong communication skills and the confidence to operate at a senior level are important.
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Key responsibilities include:
- Developing a strong understanding of the Sportsbook customer base through customer segmentation and behavioural analysis.
- Planning, creating and executing CRM campaigns across email, SMS, push notifications and in-app messaging.
- Setting up, loading and testing HTML emails to ensure accuracy and performance.
- Monitoring campaign KPIs including engagement, click-through rates and conversions.
- Analysing campaign performance and providing actionable recommendations.
- Monitoring player activity and using customer behaviour and profiles to deliver targeted offers.
- Managing Sportsbook promotions from operational setup through to content review and QA.
- Developing and optimising automated, trigger-based customer journeys.
- Supporting A/B testing strategies to improve engagement and conversion.
- Working closely with Acquisition, Compliance and other internal teams.
- Managing and supporting two CRM Executives.
- Keeping stakeholders informed on upcoming campaigns, promotions and activity.
Your Skills & Experience
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I am looking for someone with:
- Good CRM experience
- Hands-on experience working with CRM tools and campaign management platforms.
- A strong analytical mindset and a genuine interest in using data to drive decisions.
- Experience managing campaigns across multiple channels.
- Strong organisational skills and exceptional attention to detail.
- The ability to manage multiple priorities and work effectively under pressure.
- A genuine passion for sport and a good understanding of key sporting events relevant to the UK audience.
- Previous experience within gaming, gambling, sports betting or entertainment would be advantageous.
- Excellent written and spoken English.
- Strong communication and interpersonal skills.
- The confidence and autonomy to work with senior stakeholders and take ownership of your work.
Experience with Playtech IMS would be a strong plus, but is not essential. Previous people-management experience is not required: the key is that you’re ready to step into a management position and take ownership of the function.
The Benefits
- £45,000 - £50,000 salary
- Fully remote in the UK
How to Apply
Please register your interest by sending your CV to Adam Osborne at Harnham via the Apply link on this page.
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