Director of Customer Engagement (CRM)

Job Title: Director of Customer Engagement (CRM)

An experienced and strategic CRM leader is sought for the role of Director of Customer Engagement. This position plays a critical role in shaping and executing customer engagement strategies, enhancing customer experiences, and driving long-term loyalty and retention. The successful candidate will bring innovative thinking, strong leadership, and deep industry expertise to elevate customer lifecycle management and support continued business growth.

Key Responsibilities Develop and implement comprehensive customer engagement and retention strategies Align CRM initiatives with broader business objectives and marketing plans Oversee daily customer engagement operations, ensuring data accuracy and system efficiency Lead the selection, implementation, and optimization of CRM tools and technologies Manage and optimize the full customer lifecycle, including acquisition, activation, retention, and reactivation Ensure the CRM ecosystem supports an effective and scalable sales funnel Plan and execute multi-channel marketing campaigns (email, SMS, push notifications, etc.) Design personalized communication strategies to improve customer experience and engagement Support and oversee customer acquisition initiatives and promotional campaigns Analyse customer data to identify trends, insights, and growth opportunities Monitor and report on key performance metrics, including conversion rates and campaign effectiveness Collaborate cross-functionally with marketing, sales, customer service, and technical teams Ensure seamless integration between CRM systems and other business platforms Lead, mentor, and scale a high-performing team of customer engagement professionals Foster a culture of innovation, accountability, and continuous improvement

Requirements Bachelor’s degree in Marketing, Business Administration, or a related field (Master’s preferred) 12+ years of experience in CRM or customer engagement roles 7+ years of experience within the iGaming industry Proven track record in a senior CRM leadership role (e.g., Director, Head, or VP level) Experience managing large teams (100+ employees) Strong background in customer acquisition and lifecycle marketing strategies In-depth knowledge of CRM systems and customer touchpoints (email, SMS, push notifications, etc.) Solid technical understanding of CRM platforms and analytics tools Strong analytical, problem-solving, and data-driven decision-making skills Excellent leadership, communication, and interpersonal abilities Proficiency with data analysis and reporting tools (e.g., Excel, SQL, Tableau) Ability to manage complex marketing projects end-to-end Customer-centric mindset with a focus on improving user experience Fluent in English