Customer Retention Manager

About us and the CRM team:

YesPlay is one of South Africa’s leading and most trusted online betting platforms, fully licensed in the Western Cape. Since entering the fast-paced iGaming industry over 10 years ago, we’ve grown into a bold, ambitious brand driven by innovation, latest technology, and a genuine focus on customer experience.

Are you passionate about data-driven marketing, player engagement, and high-growth iGaming? YesPlay is looking for a dynamic professional to join our world-class Customer Relationship Management team. Using advanced tech like Optimove, we deliver hyper-personalised experiences to hundreds of thousands of players across South Africa. If you love fast-paced environments, career growth, and cutting-edge CRM strategies, we want to hear from you!

Location: This role is 100% remote and open to applicants residing in any EU country

Employment Type: Contract

Start Date: Immediate / 1–2 weeks’ notice

Working Hours: Monday to Friday 8:00 to 17:00 / 9:00 to 18:00/ 10:00 to 19:00 (SAST)

Responsibilities:

• Customer Segmentation: Analyse customer data to segment the audience effectively for targeted marketing campaigns. We utilise Optimove CRM, which enables us to automate a significant portion of analytics and campaign creation processes.
• Communication Strategy: Develop and execute communication strategies to engage customers through various channels, including email, SMS, and push notifications.
• Promotional Campaigns: Plan and implement promotional campaigns to drive customer retention, loyalty, and increase customer lifetime value.
• Feedback Analysis: Gather and analyse customer feedback to identify areas for improvement and enhance the overall customer experience.
• Collaboration: Work closely with the marketing, product, and analytics teams to align CRM strategies with overall business objectives.
• Performance Monitoring: Regularly monitor and report on the performance of CRM initiatives, providing insights and recommendations for improvement.
• Business Requirements: Develop business requirements for both internal (CRM) products and external (customer-facing) mechanics.

Requirements:

• Proven experience as a CRM Manager within the online gambling or betting industry.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable CRM strategies.
• Excellent written and verbal communication skills.
• Solid knowledge of CRM platforms and tools; experience with Optimove is a strong advantage. Experience in email marketing is also a plus.
• High level of computer literacy, including proficiency in MS Office, particularly Excel/Google Sheets.
• Hands-on, end-to-end ownership mindset: our CRM Managers have access to advanced tools that enable them to manage the entire CRM lifecycle independently - from forming hypotheses and building campaigns to executing customer communications without reliance on other departments.

Join our collaborative team committed to delivering excellent customer service and growing within the iGaming industry.