About the Company

Fidel Group is a global B2B iGaming ecosystem that provides everything needed to create and grow successful iGaming ventures. We unite technology, licensing, marketing, payments, talent, and investment to help co-founders launch and operate products across licensed markets worldwide. Operating in regulated markets including Malta, Greece, Romania, Mexico, and Nigeria, we have expansion plans across LATAM, Africa, and Eastern Europe. Our extensive affiliate network and integrated tech ecosystem support brands in achieving sustainable growth.

The Role

As our CRM Manager, you will be responsible for the hands-on execution of our retention strategy, focusing on building and managing cross-channel user journeys and optimizing campaigns to increase player lifetime value (LTV) and reduce churn. Your impact will come from precise setup, execution, and reporting in Smartico.

Responsibilities

• Build and manage end-to-end CRM campaigns using Smartico to enhance player loyalty and reduce churn.
• Configure gamification, bonuses, and lifecycle journeys across onboarding, VIP, and reactivation flows.
• Execute cross-channel communications via email, push notifications, SMS, and on-site messaging.
• Prepare and analyze performance reports (open rate, CTR, conversions) and key retention metrics including LTV, ARPU, and churn rate.
• Manage domain reputation, IP warm-up, and deliverability setups to ensure high inbox placement.
• Write high-converting CRM content and adjust basic HTML layouts for email templates.
• Collaborate closely with Product, Marketing, and Tech teams to implement retention initiatives effectively.

Requirements

• Minimum of 2-3 years of proven CRM experience, ideally in a crypto casino or iGaming project.
• At least 6 months of hands-on experience building campaigns and automations in Smartico.
• Solid understanding of email deliverability, domain warming, and spam avoidance best practices.
• Strong technical and analytical skills with experience in player segmentation and A/B testing.
• Fluent written and spoken English.

Nice to Have

• Basic to intermediate HTML skills for troubleshooting email rendering issues.
• Experience in designing retention offers such as cash bonuses, free spins, and missions.

Probation Period Goals

• Fully audit and correctly configure the existing retention setup in Smartico within the first 30 days.
• Set up and optimize domain warming and deliverability infrastructure to secure maximum inbox placement within the first 30 days.
• Launch and stabilize automated cross-channel communication flows (email, push, SMS) within 2 months.

What We Offer

• Opportunity to work directly with an experienced team and grow into a more strategic role over time.
• Absence of micromanagement and fast decision-making processes.
• Competitive salary and performance bonuses tied to retention rates, with a 6-month review.
• Main working schedule: 10:00 - 19:00 (UTC+2), fully remote with coworking space payment worldwide.
• Opportunities to participate in internal events and attend top conferences around the world.
• Perks such as paid sick leave, vacations, and an additional day off for your birthday.
• Investment in both hard and personal skills.