Anonymous professional profile · E5E48E71

Sportsbook CRM Campaign and Customer Retention Manager

Data-focused CRM and customer retention professional with experience managing multi-brand sportsbook lifecycle campaigns, customer reactivation, retention optimization and commercial customer service. Has developed A/B testing and win-back approaches, monitored churn and campaign KPIs, audited automated journeys and reward setups, and analyzed financial impacts of retention incentives. Previous roles include VIP de-escalation, customer dispute resolution, chatbot flow development, sales development, negotiation and customer onboarding improvements. Works with CRM, customer messaging, analytics and workflow platforms, and coordinates billing, marketing and commercial stakeholders. Interested in other opportunities and potentially relocation.

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Candidate reference: E5E48E71
Candidate-provided location: Tallinn, Estonia
Languages: English, Spanish, Portuguese, French

City and country are candidate-provided and have not been independently verified.

Professional background

Professional experience

Source-reported overall employment experience: 4 years across CV-reported four-plus years of customer retention, sales development and CRM operations across B2C; application separately reports approximately three years specifically in sportsbook CRM/iGaming.

Overall employment totals and source-reported industry experience are separate claims. Read the profile summary for the supported distinction.

CRM Campaign and Retention Manager

Managed multi-brand customer lifecycle, retention campaigns, A/B tests, cross-functional customer issues, KPI analysis, churn reduction and revenue-protection practices.

CRM Specialist

Built retention financial models, monitored campaign KPIs and performed quality checks on multichannel customer journeys and incentive setups.

Customer Experience and Retention Specialist

Supported high-value customers, de-escalated disputes, designed chatbot onboarding flows and audited communications.

Sales Development and Negotiation Representative

Handled customer objections and sales discussions, analyzed conversion touchpoints and supported improved customer onboarding.

Capabilities

Sportsbook CRM
Multi-brand CRM operations
Customer retention
Churn reduction
Lifecycle campaigns
Reactivation
A/B testing
Win-back offers
Customer segmentation
Campaign QA
VIP customer relations
Retention cost modeling
Customer lifetime value
Revenue recovery
Margin protection
Retention KPIs
Chatbot onboarding flows
Workflow audit
Cross-team coordination
Billing issue escalation
Negotiation
Objection handling
Touchpoint analysis
Sales development

Tools and platforms

Customer.io
Solitics
HubSpot
Salesforce
Jira
Advanced Excel
Pivot tables
VLOOKUP
Chatbot workflows

Industry experience

Sportsbook and iGaming
CRM and retention
B2C customer services
Sales development

Education and training

Bachelor of Arts in Communications recorded in the CV, with additional Excel and content marketing training/certifications. Institution and dates omitted.

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