Head of CRM

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

📋 Description

• Define and spearhead the CRM strategy across various brands, markets, and verticals.

• Guide, mentor, and develop the CRM team while establishing clear priorities, objectives, and standards.

• Create lifecycle journeys that facilitate lead capture, onboarding, engagement, conversion, and reactivation.

• Supervise CRM activities across email, push notifications, SMS, and onsite channels as applicable.

• Develop segmentation and personalization based on user behavior, intent, preferences, and traffic sources.

• Direct campaign planning, automation, and structured testing across different audiences, messaging, creative, and timing.

• Establish CRM KPIs and correlate audience growth, engagement, and conversion to commercial outcomes.

• Utilize performance data to uncover opportunities, make informed decisions, and present recommendations to leadership.

• Manage the CRM platform roadmap and define the necessary data, events, and integrations for automation and measurement.

• Uphold standards for deliverability, consent, data quality, campaign quality assurance, and responsible marketing.

• Collaborate with teams in Affiliate Operations, Sales, Content, Product, Development, and Data.

• Leverage AI and automation while implementing appropriate review and control measures.

• Stay abreast of advancements in iGaming, affiliate marketing, and CRM technology, transforming them into actionable opportunities.

⛳️ Requirements

• Minimum of 5 years of experience in CRM, lifecycle marketing, or retention.

• Direct experience in iGaming (mandatory).

• Familiarity with sweepstakes or social casino products, especially within the US market (preferable).

• Demonstrated experience in leading and developing a CRM team or function.

• Strong grasp of iGaming customer journeys, audience behavior, and commercial performance.

• Proven track record of constructing and scaling CRM strategies, beyond mere execution of individual campaigns.

• In-depth knowledge of segmentation, personalization, automation, and experimentation.

• Practical experience with a significant CRM or marketing automation platform.

• Excellent analytical skills and commercial judgment, capable of translating data into clear priorities and actions.

• Solid understanding of deliverability, consent, data protection, and responsible marketing.

• Experience working across various brands or markets while managing competing priorities.

• Effective communication skills, strong stakeholder management, and the ability to work independently in a remote setting.

• Direct experience with Customer.io (preferred).

🏝️ Benefits

• Flexibility: Work remotely or from our office in Malta.

• Ownership: Influence the CRM function, strategy, and team, making a significant impact on the business.

• Variety: Engage with multiple brands, markets, and customer journeys rather than focusing on a single product.

• Collaboration: Work alongside experienced colleagues in iGaming, affiliate marketing, product, data, and technology.

• Competitive compensation package with opportunities for performance-based incentives.