BettingJobs are working with a large and successful iGaming Operator who are looking to add a Head of CRM to their team based remotely.

The successful candidate will lead a high-performing team of CRM specialists and VIP hosts. Reporting directly to the Executive Committee, they will own the end-to-end CRM strategy, from segmentation and campaign planning to personalisation and loyalty initiatives, ensuring every customer touchpoint is meaningful, timely, and effective.

Responsibilities:

• Own and optimize the customer lifecycle journey from onboarding through reactivation across multiple verticals (Casino, Sportsbook, Poker).
• Develop tailored multi-channel CRM campaigns using email, SMS, push notifications, etc.
• Build and execute a best-in-class VIP program with tiered benefits, personal account management, exclusive promotions, and more.
• Manage VIP player engagement, support, and reactivation strategies to maximize customer lifetime value.
• Lead and scale a team of CRM and VIP professionals, setting clear KPIs, goals, and performance frameworks.
• Foster a data-first, customer-first culture.
• Collaborate with data and BI teams to define segmentation strategies, churn prediction models, and A/B testing roadmaps.
• Monitor and report on KPIs such as retention rates, ARPU, churn, and engagement metrics.
• Cross-functional Collaboration
• Partner with Product, Customer Support, and Payments teams to ensure seamless, personalized experiences for all customer segments.
• Ensure alignment of CRM strategies with promotional calendars, product launches, and key initiatives.

Requirements:

• 5+ years of experience in CRM/retention/VIP management within iGaming, digital entertainment, or e-commerce.
• Proven experience leading teams and managing customer engagement strategies.
• Strong analytical and reporting skills.
• Expertise in lifecycle marketing, segmentation, automation, and campaign optimization.
• Strong interpersonal and communication skills; ability to work cross-functionally and influence senior stakeholders.
• Passion for customer experience, entertainment, and gaming.