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Job Title: Enterprise Architect – CRM Transformation & Customer Lifecycle Management
Location: Leeds OR London
Duration: 6 months
Description:
We are seeking a senior Enterprise Architect to lead the architectural design and execution of our CRM transformation / CLCM programme within a highly regulated gaming/betting environment.
This role will define and govern the end-to-end CRM ecosystem covering customer engagement, tagging & tracking, real-time personalization, campaign orchestration, bonus & incentive management, and compliance-by-design.
The architect will ensure the platform enables responsible growth, regulatory adherence (multi-jurisdictional), fraud prevention, and responsible gambling controls—while delivering scalable, data-driven customer engagement.
The role requires deep experience in regulated digital businesses, real-time decisioning architectures, bonus engines, and responsible gaming frameworks.
Role Overview
The Enterprise Architect will own the target architecture for CRM and CLCM capabilities across the enterprise. The role will ensure seamless integration between CRM, gaming platforms, PAMs, wallet systems, risk engines, data platforms, and regulatory systems.
The architect must balance:
- Marketing agility and growth
- Responsible gambling obligations
- Fraud and bonus abuse prevention
- Multi-market regulatory compliance
- Scalable and secure technical architecture
Key Responsibilities
CLCM & CRM Enterprise Architecture
- Define and maintain the target-state architecture for Customer Lifecycle Management.
- Architect acquisition, onboarding, engagement, retention, and reactivation journeys.
- Align CRM strategy with jurisdictional regulatory constraints.
- Contribute to the definition of architecture governance, standards, and guardrails.
Omnichannel Engagement Architecture
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- Design scalable architecture supporting:
- Email, SMS, push, in-app messaging
- On-site personalization
- Real-time event-triggered messaging
- Contact center integrations
- Ensure:
- Suppression logic (self-exclusion, cooling-off, RG flags)
- Consent-driven communication orchestration
- Jurisdiction-aware campaign eligibility
Tagging, Tracking & Event Framework
- Define enterprise-wide data capture standards:
- Event taxonomy across sportsbook, casino, wallet, and payments
- Player behavioral tracking (real-time and batch)
- Tag management and server-side tracking architecture
- Cross-device identity resolution
- Ensure:
- Data accuracy for regulatory reporting
- Auditability of engagement triggers
- Alignment with AML and RG monitoring systems
Personalization & Real-Time Decisioning
- Architect personalization frameworks leveraging:
- Customer Data Platforms (CDPs)
- Real-time segmentation engines
- AI/ML-driven next-best-action models
- Predictive churn and risk scoring
- Embed:
- Responsible gambling triggers
- Risk-adjusted personalization
- Dynamic player value models (LTV, risk exposure, bonus cost impact)
- All personalization must operate within compliance constraints.
Campaign & Journey Orchestration
- Design campaign architecture enabling:
- Automated lifecycle journeys
- Multi-stage promotional campaigns
- Trigger-based engagement
- Real-time behavioral activation
- Ensure:
- Jurisdiction-based campaign rule segregation
- Player-level eligibility validation
- Full audit trail of communications and incentives
- Controlled experimentation (A/B testing with compliance oversight)
Bonus & Incentive Management Architecture
- Own architecture for:
- Bonus configuration and rule engines
- Free bets, free spins, deposit matches, loyalty rewards
- Wagering requirements logic
- Real-time bonus eligibility validation
- Embed compliance-by-design principles:
- GDPR and data privacy compliance
- Multi-jurisdiction regulatory segmentation
- Marketing suppression management
- Consent lifecycle management
- Data retention and right-to-erasure workflows
- Ensure CRM integrates with:
- Responsible Gambling systems (self-exclusion, limits, behavioral markers)
- AML/KYC systems
- Regulatory reporting platforms
- Architect clear separation between marketing optimization and regulatory enforcement systems.
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Data & Integration Architecture
- Define integration patterns across:
- Gaming platforms (Sportsbook, Casino, Poker, etc.)
- Wallet & payments
- Risk & fraud systems
- Data warehouse / lakehouse
- Real-time streaming platforms (event-driven architecture)
- Promote:
- API-led architecture
- Event streaming (e.g., Kafka)
- Microservices design
- Cloud-native scalability
Risk & Fraud Integration
Required Experience
- 10+ years in enterprise or solution architecture roles.
- Experience in regulated gaming, betting, fintech, or financial services.
- Proven leadership in Marketing/CRM transformation programmes.
- Deep understanding of:
- Bonus engines & incentive systems
- Responsible gambling frameworks
- AML/KYC systems
- Multi-jurisdiction compliance models
- Experience designing real-time event-driven architectures.
- Cloud-native architecture expertise (AWS/Azure/GCP).
Key Competencies
- Strong understanding of regulated digital ecosystems
- Ability to design compliant yet commercially effective systems
- Risk-aware decision making
- Strong executive communication skills
- Strategic and systems thinking
- Ability to operate in multi-market environments
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