(Senior) CRM Manager, Sports

Crypto.com is seeking a (Senior) CRM Manager, Sports to lead and manage CRM strategies for our Sportsbook and other sports-related offerings in the USA. This role will focus on driving customer onboarding, engagement, and retention through the Crypto.com Sports Playbook, API-driven triggers, and sports event schedules, while also spearheading new initiatives to enhance the customer lifecycle experience.

As the (Senior) CRM Manager, Sports, you will be responsible for designing and executing localized, cross-channel CRM communications. You’ll work closely with cross-functional teams—including Marketing, Product, Legal, and Compliance—to ensure campaigns meet regional regulations and resonate with target audiences. This is a high-impact role that requires a blend of strategic planning, technical expertise, and data-driven decision-making. 

Responsibilities

• Manage lifecycle CRM strategies for Crypto.com Sportsbook users, focusing on driving engagement, retention, and onboarding through sports-specific communications, campaigns and experiences.
• Design and execute marketing automation campaigns tied to live sports schedules, leveraging tech to deliver timely and relevant messages.
• Collaborate with regional legal and compliance teams to ensure all CRM activities adhere to local regulations, particularly in regulated markets like the US.
• Work closely with cross-functional teams—such as Product, Marketing, Creative, Legal, and Tech—to deliver seamless, localized campaigns that align with broader sports initiatives and partnerships.
• Develop gamification strategies to enhance customer engagement, such as predictions, challenges, and rewards tied to live sporting events.
• Create and execute personalized campaigns across push notifications, emails, in-app messages, to engage users during key sports events like the NFL, NBA, FIFA, and more.
• Leverage customer data and segmentation to craft highly personalized experiences, including dynamic content based on user preferences, favorite teams, and betting behaviors.
• Analyze campaign performance and use data-driven insights to optimize messaging, timing, and channels for maximum impact.
• Drive innovation by exploring new CRM approaches, integrating gamification and loyalty mechanics, and testing new ideas to improve user engagement.
• Collaborate with the MarTech team to enable real-time triggers and improve CRM infrastructure for delivering seamless, data-driven campaigns.
• Stay ahead of industry trends in sports fan engagement, gamification, and CRM technologies to continuously refine and improve strategies.

Requirements

• Deep passion for sports, with strong knowledge of major events, leagues, and fan engagement trends, combined with enthusiasm for cryptocurrency and Web3 projects, driving innovation at their intersection.
• 6+ years of experience in CRM, Lifecycle Marketing, or Retention Marketing, with a focus on sports or sports-related industries. Candidates with significant experience may be considered for the Senior CRM Manager role.
• Strong track record of designing and executing cross-channel marketing campaigns (email, push, in-app) that drive measurable results.
• Familiarity with API-driven marketing triggers and data integration.
• Strong analytical abilities with proficiency in CRM automation tools (e.g. Braze), Business Intelligence tools, and CDP. Technical skills in SQL, ETL process, Python, Machine Learning, Data modeling, HTML, and CSS are a plus.
• Proficiency in campaign performance analysis and A/B testing methodologies.
• Strong understanding of segmentation, personalization, and lifecycle marketing best practices.
• Experience in a regulated industry (e.g., crypto, sports betting, or fintech) is highly preferred.
• Exceptional project management and organizational skills, with the ability to manage multiple campaigns simultaneously. Strong interpersonal and communication skills, with the ability to collaborate effectively across teams.
• A data-driven mindset, combined with creativity and innovation in crafting CRM strategies.