Manchester, England, United Kingdom · On-site
Grace Media is an innovative and exciting gaming operator, and we are looking for a vibrant CRM Specialist looking to take the next step in their career! Come and join the team in our Manchester Office, based in Ancoats.…
Skills: CRM Strategy, iGaming Expertise, AI Personalisation, Predictive Segmentation, UKGC Compliance
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Lead the CRM department to manage the full customer lifecycle for casino and sportsbook products, focusing on acquisition, retention, and reactivation. Drive the adoption of AI-driven tools and automation to deliver personalised customer journeys while ensuring strict adherence to UKGC compliance.
Requires proven CRM experience within the iGaming sector and a track record of using AI-powered personalisation and predictive segmentation. Must possess strong knowledge of UKGC regulations and experience leading and developing a team to meet KPIs.
Grace Media is an innovative and exciting gaming operator, and we are looking for a vibrant CRM Specialist looking to take the next step in their career! Come and join the team in our Manchester Office, based in Ancoats.
As Head of CRM, you will own the full customer lifecycle across both casino and sportsbook products from acquisition through to retention, reactivation, and responsible engagement. You will manage and develop the CRM department, driving optimisation of player retention, promotions, and communications across all channels.
You will be a key strategic voice in the business, working cross-functionally with Product, Analytics, and Customer Support to ensure we deliver the best possible player experience and maximise lifetime value, all within a compliant and responsible gambling framework.
The ideal candidate will combine deep iGaming CRM expertise with a modern, data driven approach, be comfortable with AI-assisted personalisation, predictive segmentation, and continuous testing. As well as a genuine commitment to safer gambling principles.
Design and execute a full CRM flow to maximise life time expectancy and player value across both casino and sportsbook products. Segmenting the database to control promo spend and increase ROI as well as increasing product cross sell within the rules and regulations of the UKGC. Ensuring at all times that all player communications and on site messaging is compliance and following all best practices.
The focus of this role will be UK targeted with a view to expand into international and other regulated territories in the future
Champion the use of AI-driven tools and automation to deliver personalised, dynamic customer journeys at scale. Additionally harnessing AI to automate and improve all areas of the role including reporting, on site design and player messaging.
Collaberate with other departments, including Product, Analytics and Customer Support to ensure that the product being delivered by the company is the best in field and is moving forwards to continue to drive gameplay on the network.
Lead, mentor and scale the CRM team to perform at their highest ability as well as nurture the team to grow and develop into the next generation of leaders within the department.
Liaise with third party providers to ensure that products that we are receiving are up to date and the best that these third parties have to offer. To keep the department at the forefront of technology and what is available on the market and help drive such possibilities internally.
Monitor and report on key metrics including ARPU, churn rate, ROI, and bonus cost percentages etc. Run continuous testing frameworks for subject lines, creative assets, incentives, and send times.
Experience and Skills
· Proven experience in a CRM role within iGaming, with a proven track record across both casino and sportsbook
· Demonstrable experience using AI-powered personalisation, predictive segmentation, or machine learning within CRM workflows.
· Strong working knowledge of UKGC regulations and responsible gambling requirements as they relate to CRM and player communications
· Experience with CRM and email marketing platforms (specific stack TBC — details to follow)
· Excellent analytical skills with proficiency in data tools; comfortable working with large datasets to drive decisions
· Solid understanding of player retention strategies, bonus mechanics, and lifecycle marketing
· Proven experience planning and executing promotional and marketing campaigns across multiple channels
· Strong communicator with experience presenting strategy and performance to senior stakeholders
· Confident leading and developing a team, with experience delegating, coaching, and managing to KPIs
Grace Media is an i-gaming solution that offers a unique casino and bingo product with an excellent variety of content.
Grace Media offers partners a unique turn-key solution that includes services like CRM, compliance, payments and fraud protection as well as providing a smart and reliable front end for players. Our game titles are developed by a variety of providers- from well-known studios to disruptive start-ups. Our goal is to ensure that we provide a wide array of quality gaming content that players enjoy. The Grace team has decades of online casino and bingo experience in every service offered, so you can trust you are working with qualified industry experts. CEO Warren Jacobs has a proven track record as an innovator in developing and scaling many successful e-commerce businesses, and regularly judges top industry events like the Global Gaming Awards. Supporting Warren is COO Daniel Brookes, who runs the organisation and is also a highly-sought compliance expert invited to speak on industry panels like the London Affiliate Conference. Head of Operations, Charlie Noble, has over ten years of experience in award-winning CRM for outstanding player retention. Head of Customer Support, Chris Eliot, has three decades of managing large contact centre teams that get recognised for excellence in customer satisfaction. Daniel O’Neill, Head of Risk and Payments, has nearly ten years’ experience in his field. This industry knowledge is evident in the success of brands developed and incubated by the team, including award-winning sites such as Pots of Luck and Kerching. We know what players like and look for in casino and bingo products.
Offices: 72-76 Cross Street, 2nd floor, Steam Packet House, Manchester, m24jg, GB
Grace Media is an i-gaming solution that offers a unique casino and bingo product with an excellent variety of content.
Grace Media offers partners a unique turn-key solution that includes services like CRM, compliance, payments and fraud protection as well as providing a smart and reliable front end for players. Our game titles are developed by a variety of providers- from well-known studios to disruptive start-ups. Our goal is to ensure that we provide a wide array of quality gaming content that players enjoy. The Grace team has decades of online casino and bingo experience in every service offered, so you can trust you are working with qualified industry experts. CEO Warren Jacobs has a proven track record as an innovator in developing and scaling many successful e-commerce businesses, and regularly judges top industry events like the Global Gaming Awards. Supporting Warren is COO Daniel Brookes, who runs the organisation and is also a highly-sought compliance expert invited to speak on industry panels like the London Affiliate Conference. Head of Operations, Charlie Noble, has over ten years of experience in award-winning CRM for outstanding player retention. Head of Customer Support, Chris Eliot, has three decades of managing large contact centre teams that get recognised for excellence in customer satisfaction. Daniel O’Neill, Head of Risk and Payments, has nearly ten years’ experience in his field. This industry knowledge is evident in the success of brands developed and incubated by the team, including award-winning sites such as Pots of Luck and Kerching. We know what players like and look for in casino and bingo products.
Offices: 72-76 Cross Street, 2nd floor, Steam Packet House, Manchester, m24jg, GB
