CRM Manager

VBET is an award-winning sports betting and gaming operator with over 20 years of industry experience. We have grown into a global company with operations across multiple markets and more than 10 licenses. Our mission is to deliver the best betting and gaming experience in a safe, secure, and engaging environment.

Description

This is a senior leadership role within our Brazil team, combining strategic ownership, commercial decision-making, and hands-on team leadership. As CRM Coordinator, you will play a critical role in shaping and executing VBET Brazil’s retention, lifecycle, growth, and player engagement strategy, working in close partnership with the Head of Marketing.

Key Responsibilities

Retention Strategy & Business Growth:

Lead the overall retention, lifecycle, and player engagement strategy for Brazil, driving sustainable growth, monetization, customer loyalty, and long-term value generation.

Build a clear strategic framework connecting demand generation, retention, player engagement, cross-sell opportunities, and monetization priorities, defining growth initiatives based on business impact and long-term scalability.

Team Leadership:

Lead, develop, and motivate high-performing retention, CRM, and lifecycle teams, fostering a culture of accountability, collaboration, continuous development, and performance excellence.

Own the end-to-end player journey, including onboarding, activation, engagement, cross-sell, VIP development, retention, churn prevention, and dormant player reactivation initiatives, ensuring compliance with Brazilian regulations and responsible gaming standards.

CRM, VIP & Campaign Leadership:

Provide strategic direction across CRM, VIP, Promotions, Lifecycle Communications, Sponsorships, Activations, and Campaign Management, ensuring integrated execution, operational excellence, and continuous optimization.

Develop and lead sophisticated, LTV-driven communication strategies across Email, SMS, Push Notifications, WhatsApp, In-App messaging, and other engagement channels, leveraging automation, intelligent segmentation, personalization frameworks, behavioral targeting, and customer journey orchestration.

Growth Campaigns & Experimentation:

Lead growth initiatives focused on active, dormant, VIP, and segmented player cohorts, driving campaign innovation, experimentation roadmaps, GTM initiatives, A/B testing strategies, and continuous optimization of retention and engagement performance.

Own and optimize key business metrics including Retention Rate, LTV, Churn, Reactivation, Engagement, Conversion, Cross-Sell Performance, Campaign ROI, Revenue Contribution, Channel Growth, KPI Ownership, Forecasting Accuracy, and Data Measurement.

Ideal Candidate Profile & Requirements:

• Proven experience leading Retention, CRM, Lifecycle Marketing, Growth Marketing, Loyalty, or Player Engagement functions

• Previous experience managing retention teams within the iGaming / Sports Betting industry

• Strong leadership, communication, stakeholder management, and people development capabilities

• Deep understanding of Customer Lifecycle Management (CLM), customer segmentation, player behavior, retention dynamics, and monetization strategies

• Fluent English and Portuguese

• Opportunity to lead a high-impact retention and lifecycle function within a rapidly growing market

• Direct influence on business growth, customer loyalty, monetization strategy, and long-term player value

• Strategic ownership of CRM, VIP, lifecycle marketing, and player engagement initiatives

• International environment with strong cross-functional collaboration

• Fast-paced industry with continuous learning, innovation, and career development opportunities

• Opportunity to shape scalable retention frameworks within one of the most dynamic sectors in digital entertainment and iGaming