CRM & Retention ManagerLocation: NI or ROI| Type: Full-Time | Hybrid WorkingA leading multi-channel entertainment and gaming business is hiring a CRM & Retention Manager to take ownership of omni-channel customer engagement across both retail venues and online platforms.This is a hands-on, commercially accountable role for someone who builds, launches, measures, and optimises CRM initiatives themselves. You'll sit at the centre of a deeply integrated retail and digital ecosystem, shaping lifecycle journeys that drive measurable revenue impact.The OpportunityYou will own CRM activity end-to-end - from segmentation and targeting through to automation logic, launch, measurement, and optimisation.This is not a strategy-only role. You will define direction, prioritise initiatives, and execute with precision. You'll work closely with senior retention leadership while collaborating across retail operations, digital teams, and data functions.There is significant scope to shape and mature omni-channel CRM capability across a growing organisation.Key ResponsibilitiesOwn CRM campaigns end-to-end across retail and online channelsDesign and manage automated lifecycle journeys (triggers, exclusions, control groups)Define and evolve customer segmentation frameworksDrive cross-channel engagement strategies using unified customer dataPartner with venue managers to ensure real-world campaign executionEstablish clear measurement frameworks using incrementality and holdout testingPrioritise initiatives based on commercial impactWhat You'll Work WithUnified customer data across retail and onlineLoyalty and in-venue engagement systemsAutomated CRM journey toolsCross-channel rewards and promotional mechanicsData-driven performance trackingWhat We're Looking ForProven hands-on experience building and launching CRM campaignsStrong understanding of lifecycle marketing and automationExperience working in gaming, betting, or a regulated digital environmentCommercially minded with experience measuring incrementalityConfident collaborating cross-functionally across operations, digital and senior stakeholdersComfortable making decisions with incomplete informationWhat's Not a FitPurely strategic CRM leadership with no executionCandidates who rely on large teams to deliverKPI focus on activity rather than commercial outcomesWhat's On OfferCompetitive compensationHybrid and flexible workingHigh ownership and visible impactOpportunity to shape omni-channel CRM in a growing businessTo speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided, or contact Daire O'Connor at MCS Group: 028 9693 5515 Even if this position isn't right for you, MCS Group may have others that are. Visit our website for a view of all current opportunities.