CRM Operations Team Lead

About Us

Global Tech Markets’ mission is to help organizations grow, evolve, and thrive. By integrating modern technology with the best people, we drive businesses forward in sustainable and smart ways. We do this by offering a range of specialist services, from which our partners can pick and choose depending on their needs.

Our range of expert services have been crafted to help businesses modernize and thrive at any point in their journey. They include support, sales, VIP, CRM, Payments, Payouts, Anti-fraud, Risk Management, and more. Whether they’re just starting out and need a hand, or have a huge project in the pipeline, we’re here to guide them and do the heavy lifting where needed.

Our values center on providing our assistance in a friendly and human fashion, cutting out the corporate tape to deliver a practical and holistic service. We build trust, and value long-term partnerships that allow our customers, and our team to grow together.

Role Overview:

We are seeking a highly analytical and leadership-driven CRM Operations Team Lead to support the execution of CRM strategies by leading the daily operations of the CRM team. Ensure smooth implementation of player engagement campaigns, lifecycle journeys, and retention initiatives. The CRM Operations Team Leader works closely with cross-functional teams and reports to the Head of CRM to drive player loyalty, optimize retention, and improve the customer experience through data-driven campaign execution.

Responsibilities:

Coordinate and oversee the day-to-day operations of the CRM team, ensuring timely and accurate execution of multi-channel campaigns (email, push, in-app, SMS);

Implement and manage customer journeys across different segments, using CRM tools to automate and personalize the player experience;

Work with CRM systems and data tools to set up, test, and optimize campaigns in alignment with the overall CRM strategy;

Support audience segmentation, campaign planning, and lifecycle marketing based on player behavior and data insights;

Maintain CRM documentation, processes, and campaign calendars to ensure operational efficiency and team alignment;

Support the development and training of junior CRM executives or coordinators, helping build a skilled and efficient team;

Contribute ideas for improving CRM workflows, automation, and campaign performance.

Requirements:

3+ years of experience in CRM operations, preferably within the gaming, entertainment, or digital product industries;

Hands-on experience working with CRM platforms to execute automated campaigns and manage customer lifecycles;

Strong understanding of data-driven marketing and customer segmentation;

Familiarity with A/B testing, campaign reporting, and performance analysis;

Excellent organizational skills and attention to detail, with the ability to manage multiple campaigns simultaneously;

Team leadership experience or demonstrated ability to mentor junior staff and coordinate cross-functional efforts;

Passion for gaming and a good understanding of player behavior and motivations;

Strong communication skills and a proactive approach to problem-solving and continuous improvement;

Experience with Smartico will be considered as an advantage.

Our reward to you is:

Competitive remuneration package and social benefits;

Food vouchers;

Premium Health Insurance coverage;

Discount on Multisport / CoolFit card;

Free snacks and beverages in the office and Happy Hour on Fridays;

Friendly environment with colleagues ready to share their experience;

Team-building events and activities;

Great office building location in Sofia, Office X, blvd 51 Cherni Vrah, next to Mall Paradise.

If you are interested, please send us CV in English.

All applications will of course be treated in the strictest confidentiality.

Only the short-listed candidates will be contacted!