CRM Manager

Job Description Summary As a CRM & Lifecycle Marketing Manager supporting both Loyalty and iLottery business growth, you will be responsible for developing and growing client capabilities while partnering with Scientific Games’ Growth Marketing and Loyalty teams and other key stakeholders. You will ensure the delivery of scalable, consistent, and effective CRM solutions across all jurisdictions. This role is responsible for the flawless execution of data-driven marketing programs, identifies opportunities for optimization, and leverages CRM technology—primarily Optimove—to increase player engagement, retention, and overall program performance. Your mission is to maximize jurisdiction ROI and value of player relationships by designing and executing lifecycle-based CRM strategies that are personalized, measurable, and impactful. Key Responsibilities Define lifecycle strategies across onboarding, activation, retention, reactivation, loyalty engagement, and churn prevention. Develop test-and-learn roadmaps and optimization plans based on jurisdiction business objectives. Translate customer behavior and business goals into actionable CRM recommendations. Identify new engagement opportunities, audience strategies, and personalized lifecycle enhancements across jurisdictions. Create, manage, and optimize automated and calendar-driven CRM programs that drive incremental activity and revenue across all player lifecycle stages (new, active, inactive). Develop workflows for email, push notifications, and other relevant channels tailored to player journeys. Support onboarding of new jurisdictions, ensuring full understanding of CRM capabilities, limitations, and best practices. Platform & Technical Leadership Act as an internal Optimove expert, including platform and technical components. For example deep knowledge of Optimove data models, integration between components, new and future functionality, best practices, releases, and product roadmaps. Support roadmap feature development and opportunity sizing. Troubleshoot platform issues and recommend improvements based on evolving product functionality. Assist in evaluating new channels, products, and platform functionality. Analytics & Insights Identify opportunities within our platform and player base to improve engagement and retention, providing actionable recommendations across jurisdictions accordingly. Leverage customer behavior, historic campaign performance, and channel analytics to guide strategy and optimize campaigns. Partner with the product team to support data mapping and segmentation initiatives and attribution calculations. Translate campaign and player behavior data into actionable business insights and strategic recommendations. Support monthly, quarterly, and annual business reviews through performance analysis and optimization planning. Data Readiness & Segmentation Partner with data, product, and analytics teams to understand available customer attributes and targeting capabilities. Validate audience eligibility logic and segmentation requirements. Identify data gaps and make recommendations to improve personalization and reporting capabilities. Support documentation of customer data, attributes, and CRM-related business rules. Partner cross-functionally with marketing, product, iLottery, and loyalty teams to deliver integrated, high-quality campaigns. Train and support loyalty CRM team members on Optimove usage, campaign development, and best practices. Build strong relationships with internal stakeholders, clients, and external partners/vendors to align on business goals. Qualifications Proven experience in CRM, ideally within digital gaming, lottery, or consumer engagement industries. Hands-on expertise with Optimove or similar CRM platforms (Optimove certifications a plus). Familiarity with CRM data models, customer attributes, integrations, and marketing technology ecosystems. Experience working with customer data, segmentation strategies, reporting, and marketing performance analysis. Proficiency in building and executing automated workflows, segmentation, and personalization campaigns. Excellent communication, collaboration, and stakeholder management skills. Ability to manage multiple projects simultaneously with a focus on deadlines, quality, and measurable outcomes. Why Join Us? This is an opportunity to play a key role in transforming player engagement strategies across multiple jurisdictions. You’ll work at the intersection of marketing technology, data, and customer experience—driving measurable growth and building loyalty for one of the most innovative leaders in the lottery and gaming industry. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment. Work Conditions Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. Relentless innovation. Legendary performance. And unwavering security. All built on a foundation of trusted partnerships. This is what it takes to be a global leader in lottery games,sports betting and technology. And to propel the industry ever forward. At Scientific Games, we elevate play every day. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we care about the details that drive profits for lottery beneficiary programs. We know what people like to play today. And with the power of data analytics, we can predict what they'll want to play tomorrow. We're always thinking about the player experience. Because it's not just a game. It's an instant of optimistic fun. But the best part? We're just getting started. iLottery and sports betting are the new frontier in play. And Scientific Games is the partner of choice for these growing markets. Because when it comes to digital, trust is everything. The lottery experience is always one of excitement. But we're endlessly innovating, always evolving and firmly committed to responsible gaming. So that the future of lottery funding shines bright. It's a future of stability and inspiration. The strength of security paired with the thrill of the new. It's the future of Scientific Games. The driver of today's favorite lottery games and most advanced technologies, and sustainability for tomorrow. And it all starts now. We’re your next great job. Join our team. Do good. #J-18808-Ljbffr