CRM & Retention Manager

CRM & Retention Manager

Location: NI or ROI| Type: Full-Time | Hybrid Working

A leading multi-channel entertainment and gaming business is hiring a CRM & Retention Manager to take ownership of omni-channel customer engagement across both retail venues and online platforms.

This is a hands-on, commercially accountable role for someone who builds, launches, measures, and optimises CRM initiatives themselves. You'll sit at the centre of a deeply integrated retail and digital ecosystem, shaping lifecycle journeys that drive measurable revenue impact.

The Opportunity

You will own CRM activity end-to-end - from segmentation and targeting through to automation logic, launch, measurement, and optimisation.

This is not a strategy-only role. You will define direction, prioritise initiatives, and execute with precision. You'll work closely with senior retention leadership while collaborating across retail operations, digital teams, and data functions.

There is significant scope to shape and mature omni-channel CRM capability across a growing organisation.

Key Responsibilities

• Own CRM campaigns end-to-end across retail and online channels

• Design and manage automated lifecycle journeys (triggers, exclusions, control groups)

• Define and evolve customer segmentation frameworks

• Drive cross-channel engagement strategies using unified customer data

• Partner with venue managers to ensure real-world campaign execution

• Establish clear measurement frameworks using incrementality and holdout testing

• Prioritise initiatives based on commercial impact

What You'll Work With

• Unified customer data across retail and online

• Loyalty and in-venue engagement systems

• Automated CRM journey tools

• Cross-channel rewards and promotional mechanics

• Data-driven performance tracking

What We're Looking For

• Proven hands-on experience building and launching CRM campaigns

• Strong understanding of lifecycle marketing and automation

• Experience working in gaming, betting, or a regulated digital environment

• Commercially minded with experience measuring incrementality

• Confident collaborating cross-functionally across operations, digital and senior stakeholders

• Comfortable making decisions with incomplete information

What's Not a Fit

• Purely strategic CRM leadership with no execution

• Candidates who rely on large teams to deliver

• KPI focus on activity rather than commercial outcomes

What's On Offer

• Competitive compensation

• Hybrid and flexible working

• High ownership and visible impact

• Opportunity to shape omni-channel CRM in a growing business

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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