Role Overview
The CRM Ops Specialist is the operational backbone of the CRM team. This role owns the creation, configuration, QA, and flawless execution of all bonuses, campaigns, and promotional mechanics for the whole CRM team.
You will translate the CRM Managers' strategy into fully functional, error-free experiences for players. You ensure everything works smoothly and consistently.
If you are detail-oriented, process-driven, and thrive in a fast-paced environment where precision matters, this role is for you.
Key Responsibilities
Bonus & Promotion Configuration
- Create, configure, and QA all campaigns end-to-end.
- Ensure correct targeting, eligibility, limits, and payout logic, as defined in the brief
- Own the setup for promotions across all verticals.
- Run the final technical check before campaigns go live and flag anything that can't be executed as briefed.
Campaign Execution & Quality Assurance
- Execute campaigns cross the CRM team, working from a shared, prioritized queue
- Set up all promo pages, pop-ups, banners, and landing pages across verticals
- Execute multi-step campaigns, including pre-launch, launch, and lifecycle promotions
- Handle operational tasks and CX communication.
- Serve as the operational point of contact for all CRM activities.
- Troubleshoot technical issues and coordinate fixes with Product & Tech
Cross-Functional Collaboration
- Work closely with CRM Managers to bring their campaigns to life
- Collaborate with Product on feature activation, user journeys, and internal tool usability
- Support BI with accurate promo tagging and tracking
Documentation & Process Ownership
- Maintain internal documentation, SOPs, and promo playbooks
- Ensure all campaign workflows follow operational best practices
- Proactively identify where automation, AI, or tools can improve efficiency
Requirements
- 2+ years in CRM operations or campaign execution
- CRM or marketing automation experience (Braze, Optimove, Customer.io)
- Fluent with AI beyond the chat box: agents, automations, real prompt craft
- Strong communication skills, with the ability to collaborate with CRM, Product, Tech, BI, and Creative
- Strong attention to detail with a zero-error mindset
- Highly organized, structured, and process-driven
- Comfortable working across multiple products and markets
- Ability to thrive in a fast-paced environment with tight deadlines
Nice to Have
- Experience in iGaming
- Understanding of casino promo mechanics, eligibility rules, and player reward systems
- Hands-on experience with bonus engines
