Sphere Digital Recruitment Group
Head of CRM & Retention - Contract
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Head of CRM & Retention
Manchester | Hybrid, 2 days per week in the office
3-month contract | £100,000 pro rata
Start date: Within the next 2 to 4 weeks
Strong chance of extension or becoming permanent
We’re representing a leading business within the iGaming sector that is looking for an experienced Head of CRM & Retention to lead its regional player engagement and lifecycle marketing activity.
This is a senior, hands-on leadership role responsible for turning commercial priorities into effective retention, loyalty, and engagement plans. You’ll lead the regional CRM and retention team while working closely with Community, Social Content, Product, Technology, Analytics, and Operations.
Previous experience within iGaming, betting, or gaming is highly desired as the successful candidate will need to understand the customer landscape and hit the ground running.
The role
You’ll take ownership of regional CRM, retention, and loyalty delivery, helping improve customer engagement, lifetime value, and profitability.
Alongside leading and developing the team, you’ll act as the senior point of contact for complex lifecycle campaigns, loyalty programs, rewards, segmentation, and customer journey optimization.
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The role also involves close collaboration with Community and Social Content teams to ensure campaigns are delivered consistently across every channel.
Key responsibilities
- Lead the delivery of CRM, lifecycle, retention, and loyalty strategies
- Translate regional priorities into clear and executable engagement plans
- Oversee customer segmentation, personalization, and journey optimization
- Lead loyalty and rewards activity, including incentive design and profitability
- Partner closely with Community and Social Content teams on engagement initiatives
- Manage and develop CRM and Retention specialists within the regional team
- Build strong relationships across Product, Technology, Analytics, and Operations
- Oversee complex campaigns, automation journeys, and testing strategies
- Communicate campaign performance, insights, and recommendations to senior stakeholders
- Improve processes, delivery standards, and ways of working across the region
- Manage multiple initiatives while maintaining quality, timelines, and budget control
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Experience required
- Strong senior-level experience across CRM, retention, or lifecycle marketing
- Previous team leadership and people management experience
- Excellent stakeholder management and influencing skills
- Strong understanding of customer engagement, loyalty, and retention strategies
- Experience working closely with Community and Social Content teams is highly desirable
- Strong knowledge of customer journey optimization and marketing automation
- Experience with segmentation, A/B testing, and campaign performance analysis
- Confidence presenting data, insights, and recommendations to senior leadership
- iGaming, betting, or gaming industry experience is highly desired
- Comfortable working in a fast-paced and commercially focused environment
The interview process
The interview process will consist of two stages.
Please apply with your latest CV for further information.
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