CRM Manager (Sao Paulo, Brazil)

CRM Manager (Sao Paulo, Brazil) We are hiring a CRM Manager to join a fast-growing international iGaming company expanding its operations in Brazil. This role will be responsible for leading CRM strategy, customer lifecycle management, retention initiatives, and engagement programs, ensuring sustainable growth, improved customer lifetime value, and strong player retention across the Brazilian market. Key Responsibilities: Own and execute the CRM and customer lifecycle strategy for the Brazil market. Plan and manage CRM communication calendars and engagement campaigns across multiple channels. Develop customer segmentation models and personalized communication strategies. Build, optimize, and manage automated lifecycle journeys and trigger-based CRM workflows. Monitor retention, engagement, churn, conversion, and campaign performance metrics. Lead A/B testing initiatives to optimize messaging, incentives, customer journeys, and campaign effectiveness. Collaborate closely with Product, UX, Operations, VIP, Risk, Finance, and Compliance teams. Ensure CRM initiatives comply with regulatory requirements and responsible gaming standards. Generate performance reports, insights, and optimization recommendations for leadership. Requirements: 5+ years of experience in CRM, retention, lifecycle marketing, customer engagement, or related areas. Proven experience managing CRM campaigns across Email, Push Notifications, SMS, WhatsApp, and In-App Messaging. Strong understanding of customer segmentation, lifecycle journey design, and automation strategies. Experience building automated CRM flows and trigger-based campaigns. Strong analytical skills with the ability to interpret retention, churn, conversion, and engagement data. Experience collaborating with Product, Operations, Data, UX, and Customer Support teams. Strong project management and execution capabilities. Ability to balance strategic planning with hands-on operational execution. Professional English communication skills. Nice to Have: Experience within iGaming, Sports Betting, Online Casino, Fintech, E-commerce, or other high-frequency digital products. Experience with gamification and retention mechanics such as cashback, missions, loyalty programs, tournaments, rankings, and challenges. Experience with CRM automation platforms and customer data platforms (CDPs). Basic SQL knowledge and familiarity with BI and reporting tools. Experience managing bonus ROI, incentive costs, and anti-abuse controls. Experience supporting VIP retention and personalization strategies. Experience operating in regulated markets or compliance-heavy industries. What We're Looking For: Strategic CRM leader with a strong focus on retention, engagement, and customer lifetime value. Data-driven professional who can turn insights into actionable CRM initiatives. Hands-on operator capable of executing campaigns while driving long-term strategy. Strong communicator who can collaborate effectively across multiple departments. Results-oriented professional who thrives in fast-paced and high-growth environments. Customer-centric mindset with a passion for creating engaging player experiences. This is an excellent opportunity to join an international company during a key growth phase and play a strategic role in building and scaling CRM operations in Brazil.

Customer Support & Risk Control Manager (Sao Paulo, Brazil) We are hiring a Customer Support & Risk Control Lead to join a fast-growing international iGaming company expanding its operations in Brazil. This role will lead both Customer Support and Risk Control teams, ensuring an excellent customer experience while maintaining strong fraud prevention, risk management, and operational controls. Key Responsibilities: Manage Customer Support and Risk Control daily operations. Lead, coach, and develop frontline teams. Handle complex customer escalations involving payments, account issues, KYC, bonuses, and platform-related concerns. Monitor and investigate fraud, bonus abuse, multi-accounting, payment risks, chargebacks, and suspicious user activity. Track team KPIs, service quality, productivity, and operational performance. Improve processes, SOPs, workflows, and operational efficiency. Collaborate closely with Product, CRM, Payments, Compliance, and Tech teams. Requirements: 5+ years of experience in Customer Support, Risk, Operations, or related areas. At least 2 years of people management experience. Experience managing customer escalations, operational processes, and risk investigations. Strong analytical and problem-solving skills. Experience working in fast-paced, high-volume environments. Professional English communication skills. Nice to Have: Experience within iGaming, sportsbook, casino, fintech, e-commerce, or digital platforms. Knowledge of KYC/AML, payment risk, fraud prevention, and CRM/ticketing systems. Experience building or scaling operational teams. What We're Looking For: Hands-on leader who can balance customer experience and risk management. Strong executor with excellent attention to detail. Calm under pressure and comfortable handling sensitive situations. Data-driven, proactive, and highly organized. This is an excellent opportunity to join an international company during a key growth phase and play a strategic role in building and scaling operations in Brazil.

About the role: A fast-growing international iGaming company is expanding its operations in Brazil and looking to strengthen its local platform operations structure. With a strong global presence and a dynamic digital entertainment ecosystem, the company operates across multiple regulated markets, delivering innovative casino and sportsbook experiences to users worldwide. As part of this expansion, we are looking for a proactive and analytical Platform Operations Analyst to support daily platform operations, monitor campaigns and functionalities, and ensure a seamless and efficient user experience across the business. Key Responsibilities: Monitor platform operations and ensure the correct execution of campaigns, promotions, and platform activities Support operational routines related to casino, sportsbook, and other gaming products Track operational incidents and coordinate with internal teams to support resolution processes Work closely with Product, CRM, Customer Support, Risk, and global teams to align operational improvements Monitor platform performance and operational KPIs Validate configurations, content, and operational flows before launches and activations Support operational testing and post-release validations alongside Product and Tech teams Assist in documenting processes, workflows, and operational best practices Identify opportunities to improve user experience and platform efficiency Ensure adherence to internal policies, compliance standards, and local regulations Requirements: Previous experience in platform operations, product operations, or operational roles within iGaming, tech, or digital environments Strong analytical and problem-solving skills Experience monitoring KPIs and operational performance Ability to manage multiple priorities in fast-paced environments Strong organizational and communication skills Experience working cross-functionally with multiple stakeholders Knowledge of digital platforms and online operational environments Advanced or fluent English for daily communication with global teams Availability to work onsite in São Paulo/SP Nice to Have: Previous experience with online casino and sportsbook operations Familiarity with CRM tools, back-office platforms, or operational systems Understanding of user journeys within iGaming platforms Experience in international or high-growth companies Basic knowledge of operational metrics and data analysis Familiarity with Brazilian betting regulations What We Offer: Opportunity to join a globally recognized and rapidly expanding iGaming company International and collaborative work environment Exposure to global operations and strategic projects Career growth opportunities within a fast-scaling business Innovative and performance-driven culture Health insurance reimbursement support Dental insurance for employees and dependents 20-day paid contract recess period Birthday Day Off Modern and flexible work environment with no dress code