Customer Relationship Manager

Customer Relationship Manager at Medier Agency

We are seeking experienced Customer Relationship Managers, Operationals, and CRM Executives to join our expanding team at various seniority levels, ranging from CRM Manager to CRM Head. This presents a unique chance to significantly impact global customer engagement strategy and establish industry-leading CRM processes across a diverse portfolio of products.

All roles are based on-site in Valencia.

Key Responsibilities

• Define, implement, and continuously optimize CRM strategy across all communication channels, including Email, SMS, push notifications, in-app, and onsite messaging.
• Own the customer lifecycle, ensuring effective onboarding, engagement, retention, reactivation, and churn prevention.
• Plan, execute, and evaluate CRM campaigns with a strong focus on personalization, segmentation, and measurable impact on ROI.
• Collaborate with cross-functional teams (content, design, product, analytics) to ensure campaigns are creative, data-driven, and aligned with business objectives.
• Monitor, analyze, and report on CRM KPIs such as Customer Lifetime Value (CLV), retention, conversion, and churn, translating insights into actionable improvements.
• Ensure compliance with data privacy regulations and responsible gaming practices.

Specific Role Levels

• Customer Relationship Manager: Execute and optimize campaigns within the defined strategy.
• Lead CRM: Take ownership of strategy development, testing new mechanics, and mentoring team members.
• Head of CRM: Define global CRM vision, manage budgets and tools, and build and lead a high-performing CRM team.

Requirements

• 3+ years of CRM experience within the iGaming or Betting industry.
• Proven track record of managing CRM campaigns end-to-end, demonstrating measurable business impact.
• Hands-on experience with leading CRM platforms (e.g., Braze, Optimove, Salesforce, or similar).
• Strong analytical skills, including segmentation, A/B testing, and campaign performance optimization.
• Excellent project management, communication, and collaboration skills.
• Fluent in English (additional languages are a plus).
• Proactive, adaptable, and comfortable working in a fast-paced, international environment.

Key skills/competency

• CRM Strategy
• Customer Lifecycle Management
• Campaign Management
• Personalization
• Segmentation
• ROI Analysis
• Data Privacy
• iGaming/Betting CRM
• CRM Platforms (Braze, Optimove, Salesforce)
• Analytics & Reporting