Head of CRM

<p><strong>The Ideal Candidate</strong><br><br>We’re looking for a<strong> Head of CRM</strong> who blends AI, data, and commercial ownership to drive sustainable Group-wide revenue growth to join our team!</p><p><strong>What you will be doing:</strong></p><p><strong>Strategic Leadership &amp; Monetization</strong></p><ul><li><p>Commercial Strategy: Define and execute the long-term CRM roadmap, shifting focus from volume-based retention to maximizing Group LTV and NGR (Net Gaming Revenue) across the multi-brand portfolio.</p></li><li><p>Strategic Event Orchestration: Own the execution of high-impact strategic initiatives (e.g., Global Sports Events, Brand Relaunches), acting as the central hub to ensure all departments are fully aligned on branding, messaging, and campaign cadence.</p></li><li><p>Budget &amp; P&amp;L Management: Own the CRM budget, specifically managing Bonus Costs and marketing spend to ensure sustainable ROI growth. Balance player generosity with profitability targets.</p></li><li><p>Lifecycle Monetization Strategy: Drive revenue growth by optimizing commercial mechanics at every stage of the player journey—from increasing initial wallet share during onboarding to maximizing yield from mature players—ensuring the right offer value and communication type and timing is deployed</p></li></ul><p><strong>AI, Data &amp; Personalization</strong></p><ul><li><p>CRM Intelligence &amp; Dashboards: Build and optimize comprehensive CRM dashboards to ensure total visibility on performance, ROI, and costs (Bonus/Marketing spend) at a granular Brand, Country, and Campaign level.</p></li><li><p>Data-Driven Collaboration: Partner closely with the central Data Team, utilizing their technical expertise in automation and clustering to operationalize complex segmentation and refine lifecycle models.</p></li><li><p>AI-Driven Hyper-Segmentation: Lead the strategy to utilize AI for granular audience segmentation, ensuring players are grouped by predicted future behaviour rather than static history.</p></li><li><p>Predictive Journey Optimization: Oversee the implementation of predictive models that dynamically adjust user journeys in real-time (e.g., triggering a "break" for RG risks or a "sweetener" for churn risks).</p></li></ul><p><strong>Operations &amp; Architecture</strong></p><ul><li><p>Smart Cross-Sell Logic: Design and implement cross-sell<span>&nbsp; </span>protocols where churn risks on one brand trigger automated "Fresh Start" offers on alternative Group brands.</p></li><li><p><span> </span>Vendor &amp; Stack Management: Act as the primary relationship owner for CRM tech vendors (e.g., Mailgun, Enteractive, iConvert, internal tooling), ensuring the business maximizes the value of its tech stack and contracts.</p></li><li><p>Regulatory Compliance: Collaborate with Compliance and RG teams to ensure all lifecycle communications meet local regulatory standards (e.g., MGA, KGC, FI/DE specific rules) and promote responsible gameplay.</p></li></ul><p><strong>Team &amp; Reporting</strong></p><ul><li><p>Performance Reporting: Define and monitor key retention metrics (Retention Rate, Churn, (group) LTV, Deposit Frequency, Bonus efficiency) and report performance to the C-Suite with actionable insights.</p></li><li><p>Team Capability Development: Drive the CRM team to become power users of AI-supported and/or data-driven features, ensuring data flows correctly to enable real-time decision-making.</p></li></ul><p><strong>Skills and Experience Required</strong></p><ul><li><p><span><strong>Senior Leadership: </strong>Extensive experience in CRM, Retention, or Lifecycle management within the iGaming industry, with at least 2+ years in a Head of/Leadership capacity.</span></p></li></ul><ul><li><p><span><strong>Data-Driven Mindset:</strong> Proven ability to work with Data Science teams to build dashboards and models. You must be comfortable defining data requirements and interpreting complex datasets.</span></p></li><li><p><span><strong>AI &amp; Predictive Modelling:</strong> Strong experience with AI-enhanced CRM tools (e.g., Salesforce Einstein, Optimove, Fast Track, Braze) with a specific focus on predictive modelling and hyper-segmentation.</span></p></li><li><p><span><strong>Multi-Brand Portfolio:</strong> Proven track record managing CRM strategies for multiple brands simultaneously, understanding the complexities of cross-selling and portfolio management</span></p></li><li><p><span><strong>Commercial Responsibility:</strong> Demonstrated experience managing significant budgets (Bonus/Marketing spend) and holding P&amp;L responsibility for retention channels.</span></p></li><li><p><span><strong>Regulatory Knowledge:</strong> Deep understanding of iGaming compliance landscapes (e.g., GDPR, local license restrictions in FI/DE) and Responsible Gaming best practices.</span></p></li></ul><p><strong>Qualifications</strong></p><ul><li><p><span>Bachelor’s or Master’s degree in Marketing, Data Science, Business Administration, Economics, or equivalent experience.</span></p></li><li><p><span>Certifications in Data Analytics (e.g., Tableau, PowerBI), CRM Platforms, or Agile Project Management are highly desirable.</span></p></li></ul><p><strong>Start Date:</strong> As soon as we find a match!</p><p>&nbsp;</p>