Manager of CRM

4 weeks ago

Canada High 5 Games Full time

Job Summary: This role is critical to our organization, with required experience in

lifecycle planning, forecasting, data analytics, business intelligence, promotions strategy

and advanced marketing automation technologies. We are seeking an accomplished

leader with a proven track record in retention and loyalty marketing, ideally with

relevant industry experience, who can bring innovative strategies to foster customer

loyalty, maximize retention, and enhance lifetime value.

The CRM Manager will report directly to the VP of Marketing , manage a growing

team, and collaborate closely with the broader leadership team to manage and elevate

the customer experience. This role will focus on crafting a comprehensive retention

strategy that seamlessly integrates customer insights, data-driven decision-making, and

personalized engagement. By creating and owning a detailed retention marketing

roadmap, he / she will set a clear vision for driving loyalty and optimizing the long-term

relationship between High 5 Casino and its customers. This position is ideal for a

results-oriented professional who thrives in dynamic environments and is passionate

about shaping the future of retention marketing at a leading gaming company.

About High 5:

Join the leader of the fastest-growing segment of online entertainment – Casino Gaming.

Developing for the land-based, online, mobile, and social markets, High 5 has created

hundreds of games that are played in 150 countries on six continents. High 5 is actively

building out the most entertaining social casino gaming experience on both web and

mobile platforms, offering a very dynamic, multi-disciplinary, high-learning environment

for you to grow within.

High 5 employs a diverse and eclectic group of talented professionals, from brilliant

Mathematicians, Software Engineers and Game Designers who construct the technology

platforms, to decision-enabling Data Scientists who aggregate data feeds from around

the globe, to universe-expanding Artists whose imaginations allow them to craft intricate

new worlds. Life at High 5 is anything but ordinary. See us at

Supervisory Responsibilities: (enter only if applicable; if not applicable, list none or

remove this section altogether) CRM team of 2

Duties/Responsibilities:

  • Retention Strategy Development: Establish and champion a clear, data-driven

retention philosophy that sets High 5 Games apart, emphasizing loyalty-building

initiatives supported by well-defined metrics to track and achieve retention success

and CLV.

  • Customer insights and analysis: Implement rigorous segmentation strategies to

deliver personalized experiences and increase the frequency of engagement among

key customer groups. Understand competitive products and minimize customer

churn.

  • Program and Campaign Management: Strategically plan and deliver high-

impact campaigns and contribute to oversight of customer incentives to drive

player retention and reactivation. Tailor campaigns to account for the nuances of

seasonal trends, state-specific characteristics, and customer preferences, with a

strong focus on reducing churn.

  • Automate and drive scale: Expand into more automations versus manual

campaigns and explore opportunities to improve technology via AI production,

analysis, and optimization. Focus on key areas of customer change, like churn,

onboarding and conversion.

  • Cross-Functional Collaboration: Partner with cross-functional teams, including

technology and product teams, to develop and execute a robust roadmap for

marketing automation, data integration, and innovative technology solutions that

enhance retention strategies.

  • Optimize Bonus and Promotion Experiences: Manage and refine the customer

experience surrounding bonusing and promotions, working closely with the

product team to improve player-facing tools and automation, driving engagement

and satisfaction.

  • Customer Experience Optimization: Evaluate the health and progression of the

customer base, optimizing onboarding journeys for new players. Leverage insights

to activate and nurture the customer file, enhancing the long-term value and

engagement of each player segment.

  • Foster Innovation in Engagement Strategies: Maintain a forward-thinking

approach to retention by testing and implementing new channels such as SMS,

push notifications, and personalized dynamic content. Continuously evolve

retention efforts through innovation and strategic experimentation with AI.

  • Team Leadership: Build, lead, and inspire a team of CRM associates and

specialists, fostering professional growth and collaboration. Ensure the team

delivers timely, relevant, and engaging communications across multiple channels

with a predictable and effective cadence.

Required Skills/Abilities:

  • Excellent Verbal and written Communication skills
  • Super organized taskmaster
  • Strong presentation skills
  • A strategic thinker, but also willing to roll up your sleeves to execute in a lean and

agile start-up environment.

  • Ability to think outside of the box, be innovative, adaptable and come up with

creative solutions to changing business challenges

Education & Experience:

  • At least 2 years' experience working in an online, gaming, or fast-moving industry

required.

  • Minimum 4 years of relevant working experience in a similar role in the areas of

marketing technology and paid digital media.

  • Creative operations, marketing project management and technical task

management experience

  • Working knowledge of digital advertising, marketing tracking/reporting, and mar-

tech systems

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

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