CRM Operations Team Lead

About the role

We are looking for a highly analytical and leadership‑driven CRM Operations Team Lead to manage daily CRM activities, ensure smooth execution of player engagement campaigns, and drive retention initiatives. The role reports to the Head of CRM and works closely with cross‑functional teams to enhance player loyalty through data‑driven campaign execution.

Key responsibilities

• Coordinate and oversee day‑to‑day operations of the CRM team, ensuring timely and accurate multi‑channel campaign delivery (email, push, in‑app, SMS).
• Implement and manage customer journeys across segments, using CRM tools to automate and personalize player experiences.
• Set up, test, and optimize campaigns with CRM systems and data tools in line with overall strategy.
• Support audience segmentation, campaign planning, and lifecycle marketing based on player behavior and insights.
• Maintain CRM documentation, processes, and campaign calendars to ensure operational efficiency.
• Develop and train junior CRM executives or coordinators, building a skilled and efficient team.
• Contribute ideas for improving CRM workflows, automation, and campaign performance.

Required profile

• 3+ years of experience in CRM operations, preferably in gaming, entertainment, or digital products.
• Hands‑on experience with CRM platforms to execute automated campaigns and manage customer lifecycles.
• Strong understanding of data‑driven marketing and customer segmentation.
• Familiarity with A/B testing, campaign reporting, and performance analysis.
• Excellent organizational skills and ability to manage multiple campaigns simultaneously.
• Team leadership or proven ability to mentor junior staff and coordinate cross‑functional efforts.
• Passion for gaming and solid knowledge of player behavior.
• Strong communication skills and a proactive problem‑solving attitude.
• Experience with Smartico is a plus.

Required skills

• CRM platforms
• Smartico
• A/B testing
• Data tools

What we offer

• Competitive remuneration package and social benefits.
• Food vouchers.
• Premium health insurance coverage.
• Discount on Multisport / CoolFit card.
• Free snacks, beverages, and Friday Happy Hour in the office.
• Friendly environment with experienced colleagues.
• Team‑building events and activities.
• Great office location in Sofia, Office X, blvd 51 Cherni Vrah, next to Mall Paradise.