Director of CRM

An innovative and dynamic company in the online entertainment industry is looking for a Director of CRM to lead and shape its retention and loyalty strategies. This pivotal role demands expertise in lifecycle planning, forecasting, data analytics, and advanced marketing automation. The ideal candidate will bring a proven track record in retention and loyalty marketing, ideally within fast-moving industries, coupled with a passion for enhancing customer engagement and lifetime value. As the Director of CRM, you will manage a growing global team, collaborate with leadership, and develop a customer retention strategy rooted in insights and personalisation. You will oversee the creation and execution of a detailed retention roadmap, aiming to build loyalty, maximize retention, and create an exceptional customer experience. Key Responsibilities: Design and champion a data-driven retention philosophy that prioritizes loyalty-building initiatives and measurable outcomes to boost retention and customer lifetime value (CLV). Leverage segmentation and competitive analysis to deliver personalized customer experiences and minimize churn. Oversee the planning and execution of impactful campaigns, ensuring they align with customer preferences, seasonal trends, and market-specific nuances. Partner with internal teams to develop and enhance marketing automation, data integration, and innovative solutions that support retention efforts. Refine customer experiences around bonuses and promotions to drive engagement and satisfaction. Monitor and improve customer onboarding, activation, and engagement strategies to maximize long-term value. Test and implement new engagement channels, such as SMS, push notifications, and dynamic content, to stay ahead of industry trends. Build, lead, and mentor a team of CRM professionals, ensuring seamless execution of multi-channel communications. Key Requirements: Must have experience at a senior leadership level within a gambling business, ideally casino/Icasino. Proven ability to build out CRM strategies, loyalty programmes and optimise CLV and retention. Knowledge of digital advertising, mar-tech systems, and marketing analytics tools. Ability to manage and grow global teams across Europe and the US. Seniority level

Director Employment type

Full-time Job function

Marketing Industries

Gambling Facilities and Casinos

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