Head of CRM (iGaming)

We are seeking an experienced and data-driven Head of CRM to lead our CRM strategy and operations across all B2C brands in our iGaming portfolio. You will be responsible for the full lifecycle of customer communication and engagement — including onboarding, retention, reactivation, loyalty, VIP, and monetization. This is a senior leadership role requiring deep knowledge of iGaming behavior, marketing automation tools, segmentation strategy, and revenue impact measurement.

Key Responsibilities:

• Develop and execute comprehensive retention and CRM strategies that drive customer-centric growth;
• Foster innovation by implementing cutting-edge mechanics such as gamification, quest systems, tournaments, and VIP experiences, etc;
• Deliver regular performance reports on retention KPIs and strategic metrics;
• Collaborate with Product Development, Marketing, BI and Analytics and Customer Success and Support teams to align overall retention with business goals, cross-departmental initiatives and priorities;
• Analyze customer data to identify growth opportunities including revenue optimization, upselling initiatives, and key client retention through personalized campaigns;
• Monitor and optimize the complete customer lifecycle from acquisition to long-term engagement;

• Regularly plan and execute multi-channel marketing campaigns using customer segmentation and personalization.

   

Required Experience & Qualifications:

• Minimum 3 years in senior leadership roles (Lead/Head level); 
• 5+ years of hands-on CRM experience with deep understanding of complete user journey optimization;
• Experience operating in global markets, particularly Latin America, Africa, or Asia regions;
• Demonstrated experience implementing gamification strategies including quests, tournaments, and engagement mechanics;
• Proficiency with leading CRM platforms such as Optimove, Smartico, SugarCRM, or similar enterprise solutions;
• Strong foundation in A/B testing methodologies and data-driven optimization practices;
• Expertise in analyzing user metrics and behavioral patterns to inform strategic choices;
• Capacity to implement emerging trends, gamification strategies, and creative retention solutions;
• Deep commitment to delivering exceptional customer experiences and building long-term relationships