Head of CRM

Due to continued growth our client is adding a Head of CRM to their structure.

Leading a team of 70 the Head of CRM will have a highly analytical mind and will manage Operations Strategy Product & Infrastructure whilst leaving most of the hands-on people management to the Team Lead function.

Managing a data-driven customer-centric CRM organization that turns automation technology and creativity into sustainable business growth you will report directly to the COO.

Shaping CRM strategy you will oversee technology integration manage operational excellence and build a strong infrastructure foundation for scalable high-performance CRM execution across a multi-brand multi-jurisdiction operation.

The role pays up to a whooshing 108K bonus

Role & Responsibilities

• CRM Strategy - 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

Required Education Skills & Experience

• 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

About this role

• Salary of 90-108K

• Bonus of up to 30%

• Office-based in Tallin

• Hybrid flexibility (work from home some days)

• Choose the equipment and tools you need to perform to your best ability

• Physical wellbeing support

• Private Health Insurance

• Support for your career development

Please apply with your detailed CV in English

A full job-description can be shared with shortlisted candidates

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