CRM Analyst

TonyBet is a fast-growing and ambitious player in the international online gambling and sports betting industry.

We aim to meet high standards in everything we do and are always looking for ways to improve. We believe that exceptional results can be achieved only in a dynamic and challenging working environment. That is why we take great care to provide our employees with the best possible working conditions for professional growth and career development.

We are looking for a CRM Analyst who will turn customer data into actionable insights and help us improve engagement, campaign effectiveness and long-term player value. In this role, you will analyse player behaviour, identify growth opportunities and retention risks, and provide clear recommendations that support commercial decisions across our markets.

• Analyse player behaviour and lifecycle performance across key stages, including registration, first and second deposits, retention, reactivation and VIP.
• Identify behavioural trends, retention gaps, churn risks and growth opportunities across different markets.
• Build and maintain CRM dashboards, reports and performance-monitoring tools.
• Track key metrics such as retention, reactivation, campaign performance, player value, bonus efficiency, communication effectiveness and CRM revenue contribution.
• Support CRM segmentation through behavioural and transactional analysis.
• Identify relevant player cohorts and recommend targeting strategies for lifecycle campaigns, loyalty initiatives and personalised communications.
• Evaluate CRM campaigns, promotions, loyalty programmes and gamification initiatives.
• Conduct post-campaign analysis and identify successful mechanics and optimisation opportunities.
• Support A/B testing and experimentation by defining success metrics and measurement frameworks.
• Monitor deposit behaviour, bonus utilisation, communication engagement and player value development.
• Investigate anomalies and market-specific trends, highlighting emerging risks and commercial opportunities.
• Develop analytical and predictive models to support churn prevention, VIP identification, campaign prioritisation and lifecycle optimisation.
• Present insights and recommendations in a clear, practical and commercially relevant way.
• Work closely with CRM, Product, BI, Marketing and Country Managers to define success metrics and turn analytical findings into actionable business recommendations.

• At least 3 years of experience in CRM Analytics, Product Analytics, Customer Analytics or a similar role.
• Strong SQL skills.
• Experience working with BI and data visualisation tools such as Tableau, Power BI, Looker, Metabase or similar.
• Hands-on experience analysing customer behaviour, retention and lifecycle performance.
• Strong analytical and problem-solving skills.
• Ability to translate complex data into clear insights and practical business actions.
• Commercial mindset and confidence working with cross-functional stakeholders.
• Strong written and spoken English;  knowledge of Slavic languages would be an advantage.
• Good communication and presentation skills.

It would be an advantage if you have:

• Previous experience in the iGaming industry.
• Experience with CRM platforms such as Smartico, Customer.io, Optimove, Salesforce Marketing Cloud, Braze or similar.
• Knowledge of retention, loyalty and customer lifecycle management.
• Experience with segmentation and predictive modelling.
• Understanding of experimentation and A/B testing methodologies.

• A competitive salary based on your experience and expertise.
• Health insurance.
• Meal and sports benefits.
• Gifts and additional support for special occasions.
• Opportunities to grow professionally and develop your career within an international company.
• A collaborative environment where your insights can directly influence CRM strategy and business decisions.