Customer Success Manager ensuring promotional campaign excellence for retailers. Collaborating between industry, retail, and internal teams to generate real value and improve consumer experiences.
About the role
- Head of CRM for customer engagement strategy, overseeing operations and driving sustainable revenue growth in a multi-brand iGaming organization. Reporting directly to the COO and leading a large team.
Responsibilities
- Own the lifecycle of CRM campaigns
- Drive campaign planning through automation, customer journeys, segmentation and bonus mechanics
- Oversee brand-dedicated CRM strategists and ensure a consistent, personalised communication approach
- Promote data-driven decisions
- Implement testing frameworks to continuously improve communication flows and validate performance
- Optimise costs vs revenue to grow ROI
- Define and evolve the CRM product strategy, ensuring alignment with business and marketing objectives
- Lead the in-house development, evaluation and integration of new tools
- Lead CRM operations teams responsible for campaign setup, configuration, and QA across all brands
- Establish and lead the new CRM Infrastructure team
- Manage tool vendors, integrations, and communication channel scalability
- Partner with BI, Data Science, and Product teams to ensure actionable insights and seamless integrations
- Ensure knowledge-sharing, documentation, and internal certification processes are in place to strengthen CRM capabilities across the company
Requirements
- University graduate
- Passionate and knowledgeable about customer engagement and particularly knowledgeable about real-money player engagement
- Proven ability to build brand presence and drive sustainable revenue growth through strategic CRM initiatives
- 5 years of experience leading CRM or retention marketing teams in the iGaming and the digital marketing industries
- In-depth knowledge of the iGaming ecosystem, including affiliate marketing, performance marketing, and consumer engagement dynamics
- Highly analytical with strong expertise in CRM systems & automation platforms
- Experience of working with multi-brand operations
- Demonstrated success in scaling marketing operations across multiple jurisdictions
- Expertise with player demographics and the ability to create and successfully drive multichannel strategic campaigns, taking into account segmentation & personalisation
- Exceptional communication skills in English.
Benefits
- Choose the equipment and tools you need to perform to your best ability
- Physical wellbeing support
- Private Health Insurance
- Support for your career development
- Bonus of up to 30%
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