Digital Channel And CRM Manager

Company Overview

Since 1992, Big Ticket LLC has been offering huge cash prizes and dream cars, creating unforgettable experiences for our customers. Our monthly guaranteed draws give participants the chance to win massive cash prizes, luxury cars, and more, with millions of dirhams awarded to lucky winners every month.

At Big Ticket, we’re more than just a raffle; we create moments of hope, joy, and excitement for people around the world. With a mission to turn dreams into reality through exciting games and entertainment and make every draw an event to remember.

Purpose and Objectives for the Role

The Digital Channel & CRM Manager will lead the development and execution of Big Ticket’s digital engagement and CRM strategy, with a focus on customer acquisition, retention, and lifetime value. This role acts as the product owner for key digital platforms (app and web) and CRM tools, ensuring seamless customer journeys across all channels and the delivery of highly personalised, insight-led campaigns. Working cross-functionally, this role will support business growth through best-in-class lifecycle marketing, campaign execution, and loyalty development.

Overall Responsibilities

• Define digital channel strategies and annual plans, ensuring delivery against agreed commercial targets, customer engagement KPIs, and budget.
• Act as product owner for Big Ticket’s digital channels (app and web), shaping the roadmap and prioritising initiatives in collaboration with internal teams.
• Design and implement CRM strategies that drive automation, personalisation, and retention through effective customer journey mapping and segmentation.
• Lead the execution of CRM campaigns, including audience targeting, workflow setup, A/B testing, and performance analysis.
• Manage CRM platforms (e.g. Salesforce, XtremePush, HubSpot), ensuring tool optimisation, data integrity, and integration with the wider martech stack.
• Use customer data and insight to build lifecycle marketing programmes, tailored to acquisition, onboarding, loyalty, and reactivation stages.
• Collaborate closely with internal stakeholders including Insights, Design, IT, and Operations to align CRM efforts with brand and commercial goals.
• Build and launch loyalty-driving initiatives that integrate with CRM systems, ensuring appropriate tracking, performance analysis, and reporting.
• Maintain a test-and-learn culture, continuously iterating and optimising digital and CRM performance.
  
  

• Experience in CRM or digital channel management roles within B2C digital commerce.
• Experience in the gaming sector is an advantage.
• Deep understanding of lifecycle marketing, personalisation, audience segmentation, and campaign automation.
• Proficiency in CRM platforms such as Salesforce, XtremePush, or HubSpot.
• Demonstrated success in building data-driven marketing initiatives that lead to measurable customer and commercial outcomes.
• Hands-on experience acting as product owner within digital development or agile teams.
• Sound knowledge of UX/UI, customer journey optimisation, and loyalty mechanics.
• Excellent project management skills with the ability to manage multiple initiatives simultaneously.
• Strong collaboration and stakeholder engagement skills across cross-functional teams.
• Creative thinker with analytical rigour and a test-and-learn mindset.
• Comfortable in fast-paced, digital-first environments with shifting priorities.
  
  

• Bachelor’s degree in Marketing, Digital Business, Communications, or related field.
• Additional certifications in CRM, Martech, or Agile Product Ownership are a plus.