CRM Manager

Just us at Rank Interactive

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

We are looking for a CRM Manager to lead CRM as a core performance marketing channel, driving measurable commercial outcomes across our retail and digital customer base.

This role goes beyond campaign delivery. You will be responsible for defining the CRM plan, owning performance, and driving continuous optimisation through structured testing and data-led decision making.

You will play a key role in shaping how CRM evolves, including the adoption of modern platforms such as Bloomreach.

What you’ll be responsible for:

Own CRM as a performance channel

• Define and deliver a clear, prioritised CRM plan aligned to visits, revenue and retention
• Own performance across all channels (email, SMS, push, direct mail and outbound)
• Make and lead commercial decisions on targeting, incentives and contact strategy

Drive measurable impact

• Lead weekly and monthly performance reviews, clearly articulating:
  • What worked and why
  • What didn’t work
  • What will change as a result
• Ensure all activity is measured through target vs control and incremental uplift
• Move beyond reporting to driving action and optimisation

Lead test and learn strategy

• Define and own a structured testing roadmap across CRM activity
• Design tests that answer key commercial questions (segment, incentive, channel effectiveness)
• Embed a consistent test, learn and refine culture
• Scale successful ideas and stop low-value activity

Own customer lifecycle and journeys

• Design and optimise end-to-end customer journeys across acquisition, engagement and reactivation
• Use data and insight to continuously improve lifecycle performance
• Ensure all journeys are clearly defined, measured and commercially driven

Leverage CRM platforms and capabilities

• Use our Bloomreach CRM platform to deliver:
  • Automation and personalisation
  • Trigger-based communications
  • Advanced segmentation
• Contribute to the evolution of CRM platform capability and ways of working

Lead the team and delivery model

• Manage and develop a team of CRM Executives, including offshore resource
• Shift execution away from the role, focusing on leadership, direction and quality control
• Ensure high standards of campaign delivery, QA and customer experience

Influence stakeholders and shape decisions

• Act as the CRM lead within marketing, presenting performance and recommendations in key forums
• Work closely with marketing, product and analytics to align CRM activity with broader strategy
• Challenge activity that does not deliver measurable commercial value

Drive innovation and continuous improvement

• Identify new opportunities to improve CRM effectiveness across channels and journeys
• Stay up to date with industry trends and best practice
• Continuously evolve how CRM drives performance and customer engagement

What we’re looking for:

Essential experience

• Proven experience managing CRM as a performance marketing channel
• Strong understanding of segmentation, targeting and lifecycle marketing
• Experience delivering test and learn programmes with measurable outcomes
• Ability to interpret data and turn insight into clear commercial actions
• Experience with CRM platforms such as Bloomreach, Braze or similar

Key skills and behaviours

• Commercially minded, with a focus on outcomes over activity
• Comfortable owning performance and making decisions based on data
• Strong stakeholder management and influencing skills
• Able to move from execution to leadership and direction setting
• Proactive, accountable and continuously looking to improve performance

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

You’ll get a competitive salary combined with some great benefits.

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.

We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.

#Interactive