Bombay is a collection of entertainment and hospitality brands, crafted to deliver luxury in every detail – from our exquisite facilities to our personalised service and the unique stories we inspire. Located in the heart of Tallinn, Bombay redefines luxury VIP experiences with its exclusive club, boutique hotel, restaurants, bars, spa, and bakery, embodying the spirit of elegance and refinement.

With a mobile-first, customer-focused approach and fun and exhilarating gameplay, Bombay is crafted with one goal in mind: to redefine the future of luxury experiences in hospitality and entertainment. This means we're all about building relationships for the long-term, and creating personalised exceptional experiences worthy of a story. 

Purpose of the role:

We are seeking an experienced and talented CRM Manager to join our dynamic team. The purpose of this role is to enhance player engagement, retention, and overall satisfaction by leveraging customer data. You will be responsible for designing and executing both online and offline campaigns aimed at stimulating player activity and driving engagement, all while utilizing insights provided by the Business Intelligence (BI) team. This role will play a critical part in optimizing player experience and fostering long-term customer loyalty.

Your responsibilities will be: 

• Develop and execute online, offline, and omni-channel marketing campaigns (email, SMS, and digital channels) to engage and retain players, alongside on-site promotions.
• Design targeted campaigns based on customer behavior insights—such as popular games, underperforming customer segments, quieter periods, and upcoming sports events for sportsbook players.
• Work closely with the BI team to analyze customer behavior and performance metrics for campaign optimization.
• Collaborate with sales, retention, events, and marketing teams to generate data-driven campaign ideas.
• Manage the casino's loyalty program, including point accrual, redemption, and tier progression.
• Review the performance of campaigns, assessing impact and making recommendations for improvement.
• Promptly resolve customer issues and complaints, ensuring player satisfaction.
• Track and evaluate CRM initiatives through key performance indicators (KPIs).
• Provide regular updates to senior management on CRM performance, offering strategic recommendations.
• Collaborate with the product development team to incorporate player insights into game and platform enhancements.
• Oversee the collection, storage, and analysis of player data, including profiles, preferences, and behaviors.
• Maintain a secure, accurate, and up-to-date customer database.
• Partner with the acquisition and retention team to address player concerns and improve the overall user experience.
• Ensure all CRM activities comply with relevant gaming and data privacy regulations.
• Stay updated on industry trends and CRM best practices for both online and offline casino and sportsbook marketing to identify opportunities for continuous improvement.

What we expect from you:

• Minimum 3-5 years of experience in CRM management within the online casino, land-based gaming industry, or a similar role in a high-engagement, consumer-facing industry.
• A degree in Marketing, Business Administration, Data Analytics, or a related field.
• Strong data analysis skills, with proficiency in CRM software and tools such as Salesforce, HubSpot, or similar platforms.
• Hands-on experience with marketing automation tools and A/B testing methodologies.
• Exceptional project management and organizational skills, with the ability to manage multiple campaigns and projects simultaneously.
• Excellent communication and interpersonal skills to work effectively across teams and with stakeholders.
• Strong understanding of responsible gaming principles and gaming regulations, including data privacy and compliance requirements.
• Fluency in English; Estonian language skills are a plus.
• High level of accuracy and a strong sense of responsibility.
• Flexibility and adaptability to thrive in a fast-paced and evolving industry.
• Proactive problem-solving skills and a results-oriented mindset.
• Experience in customer segmentation and personalized marketing strategies.
• Familiarity with data visualization and reporting tools (e.g., Power BI, Tableau) is a plus.
• Ability to work independently and as part of a team, demonstrating initiative and a proactive approach.

Why join Bombay?

• Celebrate together: In addition to annual holidays, enjoy a birthday day off and paid vacation days to celebrate personal life achievements (e.g., child’s first school day, marriage, etc.).
• Well-being focus: Monthly sports compensation with Stebby, 3 health days per year, and private health insurance with Confido.
• Paid sick leave: Paid sick leave from the 2nd day.
• Learning & development: Generous learning & development package (personal development plan & training, company-wide knowledge sharing & training).
• Investment opportunity: Opportunity to invest in the Group’s venture fund, Yolo Investments.
• Legendary events & networking: Most legendary events and networking opportunities with colleagues.
• Modern office environment: A comfortable and contemporary office in the heart of the city with plenty of fruits, snacks, drinks, and good vibes.
• Free parking: Free parking at the office.