CRM Automation Manager

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. 

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

 

 

Let's start with the role

As CRM Automation Manager, you will be the strategic linchpin between CRM, Technology, and Data & ΑΙ teams, driving measurable improvements in player engagement and revenue. Your leadership will shape the automation ecosystem, ensure the seamless delivery of projects and embed a culture of experimentation and data-driven decision-making. You will translate business goals into technical requirements, champion best-practice experimentation at scale, and mentor junior specialists.

As a CRM Automation Manager you will:

Strategic consultancy & platform ownership

• Advise on CRM campaign & messaging platforms capabilities, architecture, and best practices to meet both immediate campaign needs and multi‑year growth plans.
• Continuously benchmark market offerings (external vendors, in‑house tooling) and recommend enhancements that future‑proof our stack without disrupting current operations.

Cross‑Functional liaison

• Gather requirements from CRM Planning & Operations and translate them into detailed user stories / specifications for Platforms Tech and Data teams.
• Represent the “voice of CRM” in roadmap sessions with Rewards Product, AI, and Data Science to ensure player‑centric outcomes.
• Contribute impact scoring to the CRM-tech backlog and support CRM Enablement team in roadmap prioritisation.

Journey & channel innovation

• Collaborate with Early Life and Retention teams to turn lifecycle strategy into end-to-end, automated multi-channel journeys (welcome, upsell, cross-sell, churn prevention, VIP).
• Ensure flawless execution across all supported channels (email, push, SMS, in-app, etc.).
• Leverage evolving customer-data projects (unified profiles, real-time event streams and newly surfaced attributes) to trigger smarter automations, personalise content and elevate journey logic.
• Champion experimentation frameworks (A/B, hold‑out) and embed incremental lift measurement in every flow.

Process & workflow optimisation

• Identify manual pain‑points, propose automation or integration solutions, and lead execution end‑to‑end.
• Maintain robust documentation (naming conventions, QA checklists, data dictionaries) so changes scale across brands and markets.

Project & stakeholder management

• Run CRM‑tech campaigning & communications initiatives from scoping to release, ensuring timely communication, risk tracking, and stakeholder alignment.
• Manage vendor relationships and negotiate support SLAs as needed.
• Prepare and lead Optimove weekly/bi-weekly working sessions—agenda, issue replication, fix validation.

Thought leadership & mentoring

• Coach junior automation specialists, share best practices, and cultivate a test‑and‑learn culture within the broader CRM org.
• Contribute to the long‑term CRM strategy by recommending templates, policies, and personalisation frameworks.

What you’ll bring

Must‑have

• 7+ years in CRM automation or lifecycle marketing, with proven success in iGaming or similar high-frequency consumer sectors (e.g., e-commerce, fintech).
• Bachelor’s degree in Marketing, Computer Science, Business, or related field. Alternatively relevant experience.
• Deep functional knowledge of enterprise CRM platforms (Optimove, Braze, Salesforce MC, Adobe Campaign, etc.) including workflow design, complex segmentation, testing and REST/SFTP integrations.
• Hands-on experience as a power user or administrator of a CRM automation platform, with ability to evaluate and maximize its features.
• Proven track record of implementing CRM or marketing automation strategies that deliver measurable business growth.
• Ability to translate business needs into technical specifications and deliver cross-team projects on time.
• Familiarity with API documentation and discussing data‑warehouse concepts with engineers.
• Excellent stakeholder management skills, able to bridge technical and non‑technical audiences.
• A proactive, hands-on, and collaborative attitude, comfortable taking initiative, providing strategic advice, and leading by influence.
• Analytical mindset: experimental design, statistical significance, and KPI storytelling.
• Fluent English; crisp communicator in written docs and live forums.

Nice‑to‑Have

• Exposure to AI‑driven personalisation models, predictive LTV, or CDPs (Segment, mParticle).
• Practical knowledge of RG/KYC and GDPR consent handling for European markets.
• HTML/CSS and lightweight scripting (Python/JS) for prototyping channel content or quick fixes.
• High level understanding of integrating real‑time data pipelines (Kafka, Kinesis) into CRM tools.

Kaizen Gaming Perks

• 🕑 Hybrid way of working
• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• 👩‍⚕️ Private health insurance for you and your family
• 💰 Monthly meal allowance
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• #LI-Hybrid
• #LI-NK2

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.