CRM & Retention Manager

Location: Dublin /Wider ROI / NI (Hybrid - 2-3 days onsite or remote if live far away)
Type: Full-Time

A leading multi-channel gaming and entertainment operator is seeking a hands-on CRM & Retention Manager to drive omni-channel customer engagement across retail and online platforms.

This is an execution-led role within an established retention team, reporting to the Head of Retention. You'll work alongside CRM Executives and play a key role in shaping lifecycle journeys across both in-venue and digital environments.

The Opportunity

You will own CRM campaigns end-to-end - from segmentation and journey design through to build, launch, optimisation, and analysis.

This is not a strategy-only or delegation-heavy position. The successful candidate will personally build and configure campaigns, manage automated lifecycle journeys, and continuously refine the customer experience.

The business operates across physical venues and online gaming platforms, with integrated customer data enabling true omni-channel retention.

Key Responsibilities

• Build and execute CRM campaigns across retail and online

• Design and optimise automated lifecycle journeys (triggers, exclusions, sequencing)

• Own segmentation frameworks and targeting logic

• Analyse customer behaviour to identify friction and optimisation opportunities

• Work closely with venue managers to ensure campaigns translate effectively on-site

• Evaluate performance and refine journeys based on customer response

• Contribute to ongoing development of omni-channel CRM capability

What You'll Work With

• Integrated retail and online customer data

• CRM platforms including Simplify and Autopilot Retail

• Loyalty systems and cross-channel rewards

• Automated lifecycle and retention tooling

What We're Looking For

• Proven experience within gaming or iGaming

• Strong end-to-end CRM campaign ownership

• Experience building automated journeys and lifecycle programmes

• Background in retention marketing

• Detail-oriented mindset with strong customer journey focus

• Comfortable collaborating across retail operations and digital teams

• Able to assess customer friction and improve experience

This role will suit someone who enjoys being close to execution and wants to see the direct impact of their work.

What's On Offer

• Hybrid working (2-3 days onsite in Dublin)

• Pension from day one

• 24 days annual leave plus bank holidays

• Private medical after probation

• Opportunity to shape omni-channel CRM within a growing operator

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided, or contact Daire O'Connor at MCS Group:
📞 028 9693 5515
📩 d.oconnor@mcsgroup.jobs

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