Head of CRM (iGaming)

Limassol | Dubai | Warsaw | Remote | Senior Leadership

Our client is a rapidly growing international iGaming company with 1,000+ professionals operating across multiple markets and jurisdictions, with offices in Limassol, Dubai, and Warsaw. The company has built a diversified portfolio of successful products, strong operational expertise, and scalable technology supporting its continued global expansion.

As part of its strategic growth, we are looking for an experienced Head of CRM to lead and develop CRM operations, drive customer engagement, maximize retention, and strengthen player lifetime value across international markets.

This is a high-impact leadership role with ownership of CRM strategy, player lifecycle management, retention performance, and customer monetization.

Key Responsibilities

CRM Strategy & Leadership

• Develop and execute a comprehensive CRM strategy aligned with business objectives.
• Lead, mentor, and scale a high-performing CRM team.
• Establish CRM processes, performance standards, and best practices.
• Drive innovation, automation, and continuous improvement across CRM operations.

Retention & Player Lifecycle Management

• Own the full player lifecycle, from onboarding and activation to retention, reactivation, and loyalty.
• Develop personalized communication strategies for different player segments.
• Design and optimize retention campaigns, loyalty programs, and promotional mechanics.
• Improve player engagement, frequency of activity, and long-term customer value.
• Build effective churn prevention and win-back strategies.

CRM Automation & Personalization

• Develop automated, data-driven CRM journeys across multiple communication channels.
• Implement advanced player segmentation based on behavior, value, and lifecycle stage.
• Optimize email, SMS, push notifications, in-app messaging, and other CRM channels.
• Collaborate with technical and product teams to improve CRM infrastructure and capabilities.
• Leverage analytics, automation, and personalization tools to improve campaign efficiency.

Business Performance & Analytics

• Own key CRM performance indicators, including retention, reactivation, churn, LTV, NGR, and player engagement.
• Analyze player behavior and identify opportunities to improve monetization and loyalty.
• Drive A/B testing and continuous optimization of CRM campaigns.
• Develop reporting frameworks and performance dashboards.
• Manage CRM budgets and optimize promotional efficiency and ROI.

Cross-Functional Collaboration

• Work closely with Product, Marketing, VIP, BI, Payments, and Customer Support teams.
• Align CRM initiatives with acquisition, commercial, and product strategies.
• Support international market expansion through localized CRM approaches.
• Collaborate with senior management on strategic initiatives and business growth.

Requirements

• 3+ years of experience in CRM leadership roles within the B2C iGaming industry.
• Proven experience developing and executing CRM and retention strategies for online casino and/or sportsbook products.
• Strong understanding of player lifecycle management, segmentation, personalization, and loyalty programs.
• Demonstrated success in improving retention, LTV, reactivation, and player monetization.
• Experience managing and developing CRM teams.
• Strong knowledge of CRM platforms, marketing automation, and multichannel communication.
• Solid analytical skills and experience working with CRM performance metrics.
• Experience managing CRM budgets, bonus strategies, and promotional campaigns.
• Ability to collaborate effectively with cross-functional and executive teams.
• Fluent English.

Nice to Have

• Experience working with LATAM, Asian, or other international iGaming markets.
• Experience scaling CRM operations across multiple GEOs and brands.
• Knowledge of VIP management and high-value player retention strategies.
• Experience with advanced CRM automation, predictive analytics, and AI-driven personalization.
• Additional foreign languages.

What We Offer

• Opportunity to lead and develop CRM operations within a growing international iGaming company.
• High level of autonomy and direct influence on customer engagement and retention strategy.
• Collaboration with experienced international leadership teams.
• Access to established operational infrastructure and resources.
• Competitive compensation package with performance-based incentives.
• International working environment with flexible location options.
• Long-term professional growth and opportunities to scale CRM operations across multiple markets.

We're Looking for Someone Who:

• Combines strategic thinking with hands-on CRM expertise.
• Understands player behavior and knows how to turn insights into measurable business results.
• Takes ownership of retention, loyalty, and customer lifetime value.
• Builds strong teams and scalable processes.
• Makes decisions based on data, experimentation, and commercial impact.
• Thrives in a dynamic, fast-growing international environment.

This role offers the opportunity to shape CRM strategy, build scalable retention operations, and make a direct impact on the long-term growth of a major international iGaming business.