Customer Engagement Manager

The OpportunityMy client, a leading US-facing gaming and entertainment business, is in the search for a Customer Engagement Manager to own and shape an innovative free‑to‑play games strategy. This newly created role offers a true blank canvas. You will be responsible for designing and delivering a compelling free‑to‑play experience that drives customer acquisition, engagement, retention, and long-term loyalty. Working cross-functionally, you will act as the central owner of this channel for the US market, blending creativity, commercial acumen, and data-driven decision-making.Key ResponsibilitiesDevelop and lead the overarching free‑to‑play games strategy, informed by customer data, insights, and market trendsOwn the end-to-end execution of free‑to‑play campaigns, from concept through launch and optimizationAdvocate for and implement a best‑in‑class promotional and engagement planAnalyze player behavior, campaign performance, and engagement metrics to refine strategy and maximize ROICollaborate closely with product, development, analytics, and CRM teams to continuously enhance the free‑to‑play offeringLeverage commercial insight to work with third‑party providers, negotiating and optimizing value across partnershipsPartner with the wider CRM function to deliver cross-sell strategies, migrating free‑to‑play users into real-money sports betting and casino productsAct as a channel owner for the US market, ensuring alignment with broader customer engagement and brand objectivesSkills & ExperienceProven experience in CRM, customer marketing, product marketing, analytics, or commercial rolesDemonstrated success in developing customer engagement programs with a strong focus on customer acquisition and retentionStrong analytical capability, with the ability to translate complex data into clear, actionable insightsSolid understanding of customer segmentation, value modeling, and ROI-driven decision makingPassion for free‑to‑play games, including social, fantasy, casino, or peer‑to‑peer gaming experiencesTechnical fluency and experience with platform integrations is an advantageExperience managing small teams and collaborating cross-functionally within a larger organizationHighly organized, self‑motivated, and comfortable operating autonomouslySalary & BenefitsSalary range: $105,000 – $130,000 per annum (depending on experience)Annual bonus planComprehensive health and wellness benefits33 days PTO per year401(k) with company match