Head of CRM Department

Job Summary:

The Head of CRM Department is tasked with enhancing player retention and lifetime value through strategic customer relationship management. This role focuses on designing and executing personalized communication strategies and loyalty programs, utilizing data-driven insights to segment audiences and optimize customer engagement.

Key Responsibilities:

• CRM Strategy & Execution:

o Develop and implement a comprehensive CRM strategy that aligns with the company’s overall business goals.

o Oversee the execution of targeted email, SMS, push notifications, and in-app marketing campaigns.

• Data Analysis & Segmentation:

o Utilize customer data and analytics tools to develop detailed segmentation strategies and personalized offers.

o Track metrics such as retention rates, customer lifetime value, and engagement levels to refine campaigns.

• Team Leadership & Cross-functional Collaboration:

o Manage and mentor a team of CRM specialists, ensuring continuous improvement and high performance.

o Collaborate with marketing, product, and IT teams to ensure seamless integration of CRM systems and initiatives.

• Campaign Optimization & Reporting:

o Continuously analyze campaign performance, identify trends, and implement optimization measures.

o Prepare detailed reports and presentations for senior management, outlining campaign outcomes and future recommendations.

• Customer Feedback & Innovation:

o Establish feedback loops to gather player insights and integrate this data into evolving CRM strategies.

o Keep abreast of industry trends and emerging CRM technologies to ensure innovative approaches.

Required Qualifications:

• Bachelor’s degree in Marketing, Communications, Business Administration, or a related field.

• At least 7 years of experience in CRM, with a minimum of 3 years in a leadership role—experience in the gambling or online entertainment industry is highly preferred.

• Proficiency in CRM software platforms (e.g., Salesforce, HubSpot) and advanced analytics tools.

• Strong analytical, organizational, and communication skills.

Desired Skills:

• Expertise in customer segmentation and personalized marketing.

• Ability to drive cross-functional collaboration and innovative customer engagement initiatives.

• A proactive approach to data analysis and trend monitoring in a dynamic industry.