Punt · 2 weeks ago
Senior CRM Manager, VIP
United States
Full-time
Remote
Senior Level
$120K/yr - $150K/yr
5+ years expPunt is building the future of entertainment with a focus on social casino and prediction markets. The Senior CRM Manager, VIP will own the systems and strategies behind high-value player management, focusing on lifecycle strategies, personalized communication, and collaboration with various teams to enhance customer experience.
Computer Games
Responsibilities
Own a dedicated High-Value lifecycle strategy, with High-Value players treated as a completely separate lifecycle and managed through distinct journey logic
Build lifecycle programs that drive VIP and High-Value activation, engagement, monetization, loyalty, retention, reactivation, and churn prevention, with a clear long-term retention focus over short-term gain
Develop lower-frequency, higher-personalization communication journeys for High-Value players, prioritizing relevance, quality, and customer experience over send volume
Create event-triggered High-Value communications around key lifecycle moments, including loss events, inactivity signals, deposit milestones, win streaks, and other value or engagement changes
Manage a separate High-Value bonus and offer strategy, ensuring campaign parameters, reward logic, and budget allocation reflect customer value, risk, and retention objectives
Partner with VIP account management, commercial, product, and customer experience teams to ensure CRM communications reflect customer value, preferences, and business priorities
Monitor VIP campaign and journey performance continuously, using insights to improve personalization, timing, offer strategy, and overall customer experience
Work with the Insights team to develop advanced behavioral, value-based, and lifecycle segmentation frameworks for VIP and high-value audiences
Translate transactional, engagement, and customer value data into actionable CRM attributes for targeting, personalization, and prioritization
Identify opportunities to improve VIP data quality, customer scoring, audience logic, and trigger-based automation
Establish and maintain standards for VIP CRM experimentation, including A/B testing, control groups, holdouts, incremental measurement, and uplift analysis
Define success metrics for VIP CRM programs, including retention, reactivation, frequency, customer value, engagement, and revenue impact
Track High-Value lifecycle performance, including retention rate, reactivation rate, purchases, quality, and communication frequency
Build a culture of evidence-based decision-making across VIP CRM initiatives, balancing commercial impact with long-term customer experience
Lead cross-functional initiatives, ensuring alignment between CRM, VIP, product, data, commercial, and support stakeholders
Provide guidance and day-to-day direction to CRM operations specialist involved in VIP campaign execution
Create clear documentation, processes, and QA standards for VIP CRM journeys, campaigns, segmentation, and reporting
Define and maintain dedicated High-Value templates, tone, and design standards in line with brand guidelines, ensuring High-Value communications feel distinct, premium, and consistent
Own suppression and inclusion rules for High-Value audiences, ensuring High-Value players are excluded from mass ATL sends by default unless explicitly included by a strategic decision
Support Account Management by automating scalable CRM processes, promotions, and lifecycle interventions that help AM teams retain and grow High-Value customers
Qualification
Required
5+ years of experience in CRM, lifecycle marketing, VIP marketing, retention, or marketing automation, with at least 2 years in a senior role
Hands-on experience with enterprise CRM or marketing automation platforms such as Optimove, Braze, Customer.io, or equivalent
Demonstrated experience building and managing personalized lifecycle programs for high-value, VIP, loyalty, or revenue-critical customer segments
Experience working with data, analytics, product, and engineering teams to implement segmentation, data pipelines, CRM integrations, and measurement frameworks
Proven track record of using CRM programs to improve customer retention, engagement, monetization, and lifetime value
Strong understanding of VIP customer lifecycle management, segmentation, personalization, behavioral targeting, and value-based marketing
Strong understanding of High-Value lifecycle strategy, including separate tiering, lower-frequency personalization, event-triggered journeys, suppression logic, and premium offer management
Proficiency in SQL or equivalent tools for data querying, audience building, and campaign analysis
Solid grasp of experimentation design, including A/B testing, control groups, holdouts, incremental lift, and statistical significance
Ability to translate complex data into clear, actionable VIP CRM strategies and customer journey improvements
Strong commercial judgment and customer empathy, with the ability to balance revenue goals and long-term customer trust
Detail-oriented with a strong bias toward measurement, customer value, and commercial outcomes
Comfortable working in fast-paced, data-rich environments with revenue-critical customer segments
Clear communicator who can work effectively with technical, commercial, operational, and non-technical stakeholders
Proactive in identifying VIP customer experience gaps and proposing scalable, data-informed solutions without waiting for direction
Trusted, discreet, and commercially minded when working with high-value customer data and sensitive customer segments
Company
Punt
Founded by veterans in the social gaming industry, Punt was born out of a desire to deliver innovative solutions that were lacking in the market.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase