Head of CRM

• Shape CRM strategy across multiple markets
• Drive player retention and engagement
• Lead and develop a CRM team

Boston Link is currently supporting an established online gaming operator in their search for a Head of CRM.

This is an excellent opportunity for an experienced CRM professional to take ownership of customer retention, lifecycle marketing and player engagement strategies across multiple markets. Working closely with BI and Analytics teams, the successful candidate will play a key role in driving customer value, optimising segmentation strategies and enhancing the overall player experience through data-driven decision-making.

What You'll Do

• Develop and execute the overall CRM and retention strategy.
• Lead and mentor a team of CRM professionals.
• Design customer lifecycle journeys and automated engagement campaigns.
• Work closely with BI and Analytics teams to identify player trends and opportunities.
• Develop segmentation strategies based on customer behaviour and value.
• Analyse campaign performance and continuously optimise CRM activities.
• Drive retention, reactivation and loyalty initiatives.
• Collaborate with Product, VIP and Operations teams on promotional planning.
• Monitor key CRM KPIs and provide performance reporting to senior stakeholders.
• Implement testing frameworks to improve campaign effectiveness.
• Use customer data and behavioural analysis to improve player engagement.
• Work alongside BI teams to identify opportunities for increased customer lifetime value.

Requirements

• Previous experience in a CRM leadership position within online gaming.
• Strong understanding of customer lifecycle management and retention strategies.
• Data-driven approach to decision-making.
• Experience working closely with BI, Data or Analytics teams.
• Strong knowledge of customer segmentation methodologies.
• Experience with CRM automation platforms.
• Excellent analytical and reporting skills.
• Strong stakeholder management capabilities.
• Previous team management experience.
• Experience within online casino operations is strongly preferred.
• Experience working with large customer databases.
• Strong commercial understanding of player retention and engagement.

For a confidential discussion regarding this opportunity, please contact Boston Link.