Full-Time Real Time CRM Specialist

We are seeking a Real Time CRM Specialist to join our CRM team overseeing Canada, Iberia and Latin America (CILA). Reporting to the CRM Automation Manager, this Specialist will focus on all our CILA labels and will design and own the automated use cases in Grandstand (Entain’s sports push notifications platform), as well as explore and leverage the use of real time triggers through different tools like Optimove. They will also be instrumental in crafting and evolving our understanding of player engagement with the use of data-backed analysis, collaborating with the rest of CILA region to help drive client engagement with our Sports product mainly.

Key responsibilities:

• Ideate, develop and execute automated real-time use cases in Grandstand across CILA markets to deliver timely and relevant push notifications during and in between live sports events—enhancing engagement with personalized, in-the-moment messages.
• Ideate and implement real-time triggers in Optimove, using behavioral events (e.g. bet placed, page visit, game played) to drive timely communications across channels; work closely with Martech and the Optimove team to implement new, high-impact triggers.
• Constantly partner with Product and Country teams to ensure Real Time CRM activity aligns with player touchpoints and key product moments, crafting communications that support player retention and engagement in a meaningful, non-intrusive way.
• Build and maintain a roadmap of real-time features not yet available but required from our Central teams, prioritizing ideas that enhance player experience and scale across multiple CILA markets, while working and coordinating central teams in their development.
• Drive a culture of testing and learning, designing structured experiments to validate hypotheses and refine messaging strategies based on performance data and user behavior.
• Track campaign performance and player engagement metrics, producing clear insights and recommendations that feed back into planning and help shape future trigger-based strategies.
• Coordinate across markets to ensure consistency in approach, while allowing for local adaptations that reflect specific player behaviours and preferences in Canada, Iberia and Latin America.

Specialist skills and experience:

• Required Experience in the sportsbooks industry designing and optimizing campaigns tailored to customer behaviours.
• In-depth knowledge of sportsbook player behaviours motivations, and retention drivers – either professionally or as a player yourself.
• Proven experience evaluating and analyzing campaigns to trigger customer behaviours.
• Hands-on experience with Optimove or similar.
• Preferred Experience in customer communication design and testing, especially with push notification channels.
• Data analysis skills being able to manipulate and interpret data using BI software (Power BI).

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