CRM & Retention ManagerLocation: Dublin /Wider ROI / NI (Hybrid - 2-3 days onsite or remote if live far away)Type: Full-TimeA leading multi-channel gaming and entertainment operator is seeking a hands-on CRM & Retention Manager to drive omni-channel customer engagement across retail and online platforms.This is an execution-led role within an established retention team, reporting to the Head of Retention. You'll work alongside CRM Executives and play a key role in shaping lifecycle journeys across both in-venue and digital environments.The OpportunityYou will own CRM campaigns end-to-end - from segmentation and journey design through to build, launch, optimisation, and analysis.This is not a strategy-only or delegation-heavy position. The successful candidate will personally build and configure campaigns, manage automated lifecycle journeys, and continuously refine the customer experience.The business operates across physical venues and online gaming platforms, with integrated customer data enabling true omni-channel retention.Key ResponsibilitiesBuild and execute CRM campaigns across retail and onlineDesign and optimise automated lifecycle journeys (triggers, exclusions, sequencing)Own segmentation frameworks and targeting logicAnalyse customer behaviour to identify friction and optimisation opportunitiesWork closely with venue managers to ensure campaigns translate effectively on-siteEvaluate performance and refine journeys based on customer responseContribute to ongoing development of omni-channel CRM capabilityWhat You'll Work WithIntegrated retail and online customer dataCRM platforms including Simplify and Autopilot RetailLoyalty systems and cross-channel rewardsAutomated lifecycle and retention toolingWhat We're Looking ForProven experience within gaming or iGamingStrong end-to-end CRM campaign ownershipExperience building automated journeys and lifecycle programmesBackground in retention marketingDetail-oriented mindset with strong customer journey focusComfortable collaborating across retail operations and digital teamsAble to assess customer friction and improve experienceThis role will suit someone who enjoys being close to execution and wants to see the direct impact of their work.What's On OfferHybrid working (2-3 days onsite in Dublin)Pension from day one24 days annual leave plus bank holidaysPrivate medical after probationOpportunity to shape omni-channel CRM within a growing operatorTo 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