Customer Relationship Management Manager

Pentasia · São Paulo, Brazil

**CRM Manager – iGaming** ***📍 Location: São Paulo, Brazil – On\-site*** We are looking for an experienced CRM Manager to lead CRM strategy, lifecycle marketing, retention, and customer engagement for the Brazilian market. **Key Responsibilities** \- Own and execute CRM and customer lifecycle strategies. \- Plan CRM calendars, campaigns, segmentation, and personalized communications. \- Build and optimize automated customer journeys and trigger\-based campaigns. \- Drive retention, reactivation, engagement, and customer lifetime value (LTV). \- Monitor campaign performance, churn, conversion, and engagement metrics. \- Lead A/B testing and continuously optimize CRM initiatives. \- Collaborate with Product, Operations, VIP, Risk, Data, UX, and Compliance teams. \- Ensure campaigns follow regulatory and responsible gaming requirements. **Requirements** \- 5\+ years of experience at managerial level in CRM, retention, lifecycle marketing, or customer engagement. \- Strong experience with Email, Push Notifications, SMS, WhatsApp, and In\-app Messaging. \- Proven experience with segmentation, automation, and lifecycle journey design. \- Strong analytical and project management skills. \- Experience optimizing onboarding, first deposit, first bet, reactivation, and VIP engagement. \- Professional English communication skills. Nice to Have \- Experience in iGaming, online casino, sports betting, fintech, e\-commerce, or other high\-frequency digital products. \- Knowledge of gamification and retention mechanics such as cashback, loyalty programs, tournaments, missions, and challenges. \- Experience with CRM automation tools, CDPs, BI/reporting tools, and basic SQL. \- Experience managing bonus ROI, incentives, VIP retention, and regulated markets.