CRM Lead – LiveScore Bet

Stoke-on-Trent
Hybrid working: 2 days in the office per week

The Role

Reporting to the CRM Manager, you will be a senior member of the CRM team, with a deep understanding of our customer base, products, and onsite experience. This strategic role will help lead and enhance the overall CRM strategy for LiveScore Bet across multiple regulated markets, keeping the customer at the heart of everything we do.
You will be naturally analytical and commercially driven, owning the development of effective segmentation, testing strategies and campaign reporting. This is a fast-paced, hands-on role that is both challenging and rewarding, perfect for someone looking to make a direct impact on business performance.

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fueling fan’s passion for sport driving us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities 

• Drive key CRM metrics by developing customer journeys and omni-channel campaigns that improve engagement, retention, and value.
• Define user segmentation, forecast opportunities, prioritise initiatives, and map CRM journeys that deliver measurable growth and improved KPIs.
• Apply lifecycle marketing strategies to nurture players across all stages of the customer journey.
• Oversee CRM campaign planning in conjunction with the promotional planner, sporting calendar and new product launches.
• Collaborate with the CRM Operations team to ensure all customer communications are compliant, consistent, and adhere to brand guidelines.
• Liaise with internal stakeholders (Product, Creative, Customer Service, Insights, Data) to align campaign activity with onsite experience and brand goals.
• Partner with the Insights and Promotions teams to shape campaign propositions and secure budget sign-off.
• Lead weekly campaign reporting and commercial analysis, delivering data-driven recommendations and clear narratives to influence future CRM strategy.
• Track and measure performance across cohorts, channels, and promotions, identifying actionable insights.
• Create and manage a testing plan to optimize campaigns and improve results.
• Establish and develop best working practices and processes.
• Support the CRM Manager by mentoring CRM Executives and Senior Executives, ensuring best practices and high-quality delivery.

Skills, Knowledge and Experience

• Previous experience within CRM or a retention-focused role.
• Knowledge of online Sportsbook and Gaming platforms.
• A strong understanding of lifecycle development and optimisation.
• Highly customer-centric with a good understanding of CRM strategies and practices (e.g. customer journeys, segmentation, channel mix).
• Analytical, commercial and data driven mindset.
• A solid understanding of marketing principles, with strong attention to detail.
• Proactive, organized and process driven.
• Excellent time management and the ability to work on multiple projects at once.
• Comfortable collaborating with internal departments and providing updates to stakeholders.

What can we offer? 

• Company Performance Bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare Scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
• Subsidised Gym Membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Virgin Family: Giving you access to exclusive Virgin offers and experiences
• Daily snacks, quality coffee, soft drinks and regular socials