Head of CRM and Community Growth

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Lead the growth of CRM and community engagement across websites and YouTube platforms.

• Take full ownership of CRM and community growth from player experience to operator value.

• Oversee budget management and results, reporting directly to the Director of Media.

• Convert visitors from websites and YouTube into subscribers on owned channels.

• Define the benefits players gain from joining and returning to the community.

• Manage CRM campaigns, including offer selection, copy, segmentation, scheduling, and performance analysis.

• Drive first-time deposits at partner casinos and assist players in discovering relevant partners.

• Collaborate with Sales and affiliate managers to source competitive and exclusive offers.

• Manage relationships with affiliate managers, including data sharing and player escalations.

• Experiment with messaging, offers, timing, and frequency to enhance conversion and engagement.

• Identify high-value players by analyzing behavior and activity data.

• Develop retention and reactivation journeys, encompassing welcome sequences and follow-ups.

• Oversee player support concerning casino disputes or withdrawal issues.

• Connect and report on acquisition metrics, clicks, registrations, and verified first-time deposits (FTDs) with Tech and partners.

• Own channel targets and budget related to audience growth, reach, conversion, FTDs, revenue, and churn.

• Ensure compliance with consent, responsible gambling, and market-specific promotional regulations.

• Collaborate closely with Sales, YouTube, SEO, Tech, and Finance.

⛳️ Requirements

• Proven experience in CRM, VIP, or loyalty roles on the operator side within the iGaming industry.

• Solid understanding of affiliation, including CPA and revenue share deals, FTDs, sub-IDs, and postbacks.

• Strong analytical skills with data and KPIs, including targets, funnels, and cohorts.

• Hands-on experience with CRM tools for email and messaging, automation, segmentation, and A/B testing.

• Fluent in English.

• Demonstrated ownership and effective communication in a remote work setting.

• Nice to have: Experience in community management, particularly with creators or streamers.

• Nice to have: Background in launching a program or vertical from the ground up, with P&L responsibility.

• Nice to have: Multi-market experience and a network of affiliate and VIP managers within European operators.

🏝️ Benefits

• Flexibility to work from any location that suits your productivity.

• A remote-first company culture.

• Focus on outcomes rather than hours; enjoy a flexible schedule.

• Autonomy and flexibility in your role.

• Opportunities for growth with the support and responsibility to advance.

• Compensation linked to performance metrics.

• Health insurance provided after a successful 3-month onboarding period.

• Opportunities to meet colleagues in person during company gatherings or visit the small office in Thailand.