Head of CRM - Poker Retention

About the Role:

Join Betsson Group as our new Head of CRM - Poker Retention! This is an exciting opportunity to lead our Poker Retention team within the Global CRM & Engagement department. Reporting directly to the Director of CRM & VIP, you'll be instrumental in designing and executing our Poker retention strategy across multiple brands and markets, with a focus on improving player retention, reducing churn, driving upsell, and enhancing overall player experience and lifetime value.

• Lead and manage the CRM Poker Retention team, setting clear performance goals and providing necessary resources. Foster a culture of continuous improvement and collaboration within the team while mentoring and supporting team members to help them achieve their full potential.
• Create an engaging CRM strategy for above-the-line (ATL) promotions and below-the-line (BTL) retention strategies, enhancing the player experience with exciting offers. Focus on hyper-segmented retention strategies that personalize customer interactions.
• Own and optimize the CRM budget for the active Poker segment, ensuring effective allocation to drive positive ROI.
• Oversee the ideation, creation, and analysis of Poker CRM offers and communications, ensuring all processes follow best practices.
• Regularly review campaign performance, adjusting or discontinuing unprofitable offers while minimizing budget waste during testing phases.
• Review and approve all campaigns to ensure compliance with local regulations and correct targeting of customer segments.
• Provide after-hours support as needed, collaborating with other Heads of CRM to address campaign incidents.

Qualifications:

• Bachelor’s or Master’s degree in business, marketing, technology, or equivalent experience.
• Minimum of 8 years’ CRM experience, ideally in the iGaming industry, with at least 5 years in leadership roles.
• Experience in a multi-brand and multi-jurisdiction environment.
• Strong leadership and people management skills, with a passion for mentoring.
• In-depth understanding of CRM best practices, player segmentation, and regulatory compliance.
• Proficient in interpreting CRM data and deriving actionable insights.
• Familiarity with Salesforce Marketing Cloud or similar systems.
• A genuine interest in Poker and understanding of its product verticals.
• Excellent written and verbal communication skills in English.

Bonus Skills:

• Proficiency in Spanish, Portuguese, Greek, Latvian, Polish, or any Scandinavian language is a plus.

🌍Location:

• Based in our vibrant headquarters in Malta, offering a fantastic work environment and the chance to contribute to a leading iGaming company.

✈️Relocation Support:

• We provide excellent relocation package and assistance to ensure a smooth transition to Malta.

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