CRM Reactive Executive

About the role

Designed to act as the off-peak ‘muscle’ during business-critical periods and provide extended coverage and support across CRM, Casino, Sports, and on-site — especially during peak football periods, weekends, and outside regular office hours. You'll be the first line of local CRM when things go wrong and a key execution partner for campaigns and promotions going live.

*This position is based in São Paulo. 

What you'll be doing

• Manage day-to-day CRM operational activities based on the CRM calendar and stakeholder proposals
• Execute and ensure the deliverability of emails, push notifications, inbox messages, and SMS
• Credit bonuses, create and replace campaigns, and put/remove campaigns live as needed
• Perform on-site maintenance: icons, links, banners, content cards, wikis, landing pages, swim lanes, games, special markets, and more
• Verify Free-to-Play round results and execute F2P payouts; 
• Configure, update, and maintain leaderboards;
• QA campaigns and comms before they go live; test promotional journeys across web and app
• Monitor, report, and escalate product and technical issues — stopping problems early and reducing player impact
• Operate and help improve the Reactive Comms tool, including testing and iteration
• Collaborate with CRM and Vertical Leads to define and document processes, workflows, and SOPs
• Liaise with Customer Support and Social teams on issues and feed back timely updates to Central teams
• Support reactive campaigns/GWG executions and monitor competitor activity
• Contribute to improving bonus and CRM tools and translate business requirements into CRM functionalities
• Report weekly actions and resolutions to the CRM team

What we're looking for

• Fluent in English (oral, written, and reading); Portuguese required
• Strong organisational skills with the ability to prioritise and meet deadlines in a fast-paced environment
• Excellent attention to detail — able to manage large datasets and campaign setups accurately
• Self-motivated and proactive, comfortable working independently during extended or weekend shifts
• Strong communication and interpersonal skills; able to collaborate across CRM, Casino, Sports, On-site, and CS teams
• Comfortable adapting quickly to changing requirements and navigating across multiple platforms
• Proficiency in Google Docs/Slides, especially Sheets
• Experience working with CRM systems or Onsite tools in an operational role is a strong plus
• Availability for 8-hour shifts covering weekends and outside standard office hours (schedule shared between two agents covering Mon–Sun)

Shifts:

• 1 pm to 10 pm BRT