CRM Team Lead

Summary

Join our team as a CRM Team Lead for our multi-country iGaming product! We're a successful company with ambitious innovators and a growing department. This critical role involves developing and implementing an omni-channel CRM strategy to boost customer retention, engagement, and monetization across two online casino brands. You will lead a team, analyze user behavior, and optimize retention strategies. The ideal candidate is data-driven, experienced in managing international teams, and passionate about the iGaming industry. We offer competitive salaries, remote work flexibility, paid vacation, and professional development opportunities.

Requirements

• 2+ years of experience as Lead of CRM
• In-depth knowledge and hands-on readiness to demonstrate and set up Customer Journey Optimization best practices, with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques/tools and customer experience optimization
• Proven ability to manage a team of 2+ members in remote and geographically dispersed international teams
• Expertise in developing and personally implementing multi-channel customer engagement strategies, resolving deliverability and localisation issues
• Strong knowledge of A/B testing methodologies and data-driven optimization practices
• Ability to segment customer databases and craft personalized offers
• Ability to manage and prioritize multiple projects simultaneously within a complex organization
• English Upper Intermediate

Responsibilities

• Develop and implement an omni-channel CRM strategy for online casinos to boost customer retention, engagement, and monetization
• Design and execute a comprehensive CRM roadmap across two brands, including planning and hands-on execution of multi-channel marketing campaigns with applicable customer segmentation and personalization, and technical solution implementations
• Analyze user behavior and activity to optimize retention strategies
• Develop market-specific, culturally sensitive CRM approaches tailored to language, region, and user preferences, implement and assess the effectiveness of engaging CRM campaigns through analytics and data-driven insights
• Manage and configure the CRM platform and marketing automation tools for different media, channels and formats, including customer database segmentation and cross-department collaboration
• Lead, train, develop and mentor the CRM team to deliver results
• Collaborate with development, marketing, and analytics teams to research, plan, align and implement CRM initiatives with business goals through communication, innovative promo-mechanics and engaging unique product features
• Stay updated on the latest trends and innovations in the iGaming industry

Preferred Qualifications

• Experience with Customer.io system
• Familiarity with predictive analytics or automation platforms
• Expertise in designing and implementing loyalty programs
• Creative thinking and problem-solving abilities

Benefits

• Competitive salary
• Remote work in a flexible environment
• 20 working days of paid vacation and education projects
• Great product with our software solution
• Opportunity for growth at professional levels, attending top industry events and conferences, and international workshops at our competence centres