Job Description

Who We Are:

BoyleSports is the largest and most successful independently owned bookmaker on the island of Ireland. Founded in 1982 by John Boyle, the business has grown to over 370 shops in Ireland and the UK, coupled now with a comprehensive online portfolio for betting and gaming.


BoyleSports HQ in the Republic of Ireland is located on the outskirts of Dundalk, and we currently employ over 2,750 staff throughout Ireland and the rest of the world. With offices in Ireland, Gibraltar and the Philippines, BoyleSports truly is a Global player within the Betting and Gaming industry.

We are looking for an experienced and dynamic Customer Engagement - Senior Manager, Operations to lead the Campaign Operations team.


You will be responsible for the end-to-end execution of the Customer Engagement team's strategy, ensuring seamless delivery across all markets and product verticals. Through your strategic vision, you will drive the continuous improvement of our Customer Engagement operations towards maximising efficiency and delivering personalised, data-driven experiences.


By optimising the use of CRM tools and features, you will ensure we engage the right customers, through the right channels, at the right time, maximizing relevance and impact.


In this role, you will play a pivotal part in driving customer engagement while identifying efficiency opportunities and ensuring operational excellence. You will oversee and streamline operations across product verticals, including Sportsbook, and Gaming, contributing to revenue growth in a dynamic and ambitious gaming environment.

Responsibilities:

Leadership & Strategic Ownership

+ Lead and manage the Customer Engagement - Campaign Operations team, overseeing Operations Managers and Executives. + Lead, mentor, and develop a team of Operations Managers and Executives, fostering a high-performance culture.
+ Oversee team performance and quarterly objectives, aligning with broader business goals.
+ Provide ongoing training and development, addressing skill gaps and offering mentoring on best practices, data governance, and campaign execution.

Campaign Execution & Process Optimization

Ensure operational excellence by building and refining processes to maximise accuracy and effectiveness Establish a robust briefing process to ensure requesting teams provide essential campaign details, including objectives, segmentation, user journey, bonus offers, and terms & conditions. Build a maintain a single source of truth for campaign briefing, capturing all necessary information for efficient and accurate campaign execution Lead the execution, and optimisation of Customer Engagement and promotional marketing campaigns across multiple channels. Own the campaign implementation process, including planning, segmentation, testing, launching, and reporting. Build a QA framework to maintain compliance and ensure zero defects in campaign execution. Implement dynamic, personalised, and automated campaign workflows (email, SMS, push, etc.). Closely Collaborate with the Customer Engagement Technology Snr Manager to, develop and optimise the CRM tech stack, enhancing automation and operational efficiency. Support the onboarding and adoption of new Martech systems, driving efficiency and innovation within the team. Act as an escalation point for critical issues related to CRM tools and operations.

Performance & Continuous Improvement

Establish and maintain A/B testing processes to optimize email design, messaging, frequency of contacts, and timing. Drive continuous campaign optimisation through data-driven insights, and best practices. Possess a strong understanding of business priorities and performance Stay ahead of industry trends, tools, and innovations to improve campaign effectiveness and operational workflows. Team Leadership & Development

Requirements:

Experience

: 3-5 years in CRM operations or campaign management, preferably in a gaming or tech company.

Leadership

: Strong leadership skills with a track record of managing high-performing teams.

Proven Track Record

: Experience working with CRM platforms, automation tools, and data-driven decision-making.

Communication Skills

: Confident in presenting to and communicating with core stakeholders across the business.

Customer-Centric

: Deep understanding of CRM strategies and practices.

Industry Knowledge

: Strong knowledge of sports (local and international) and casino products.

Data Insights

: Ability to extract and utilise customer insights from data.

Organisational Skills

: Excellent planning, prioritisation, and attention to detail.

Campaign Management

: Experience in managing complex multi-channel campaigns.

Technical Proficiency

: Professional experience with CRM tools (Adobe Campaign, Salesforce, Braze or Optimove)

Relationship Building

: Ability to build strong working relationships across functions and verticals.

Stakeholder Management

: Exceptional collaboration and stakeholder management skills.

Communication

: Fluency in verbal and written English.

Join us and be at the forefront of building customer relationships and driving engagement. Apply now to be part of a team that is redefining Customer Engagement!