Director – Customer Engagement (CRM) Full Time NEW

Director of Customer Engagement (CRM)

An experienced and strategic CRM leader is sought for the role of Director of Customer Engagement. This position plays a critical role in shaping and executing customer engagement strategies, enhancing customer experiences, and driving long-term loyalty and retention. The successful candidate will bring innovative thinking, strong leadership, and deep industry expertise to elevate customer lifecycle management and support continued business growth.

Key Responsibilities

• Develop and implement comprehensive customer engagement and retention strategies • Align CRM initiatives with broader business objectives and marketing plans

• Oversee daily customer engagement operations, ensuring data accuracy and system efficiency

• Lead the selection, implementation, and optimization of CRM tools and technologies

• Manage and optimize the full customer lifecycle, including acquisition, activation, retention, and reactivation

• Ensure the CRM ecosystem supports an effective and scalable sales funnel

• Plan and execute multi-channel marketing campaigns (email, SMS, push notifications, etc.)

• Design personalized communication strategies to improve customer experience and engagement • Support and oversee customer acquisition initiatives and promotional campaigns

• Analyse customer data to identify trends, insights, and growth opportunities

• Monitor and report on key performance metrics, including conversion rates and campaign effectiveness

• Collaborate cross-functionally with marketing, sales, customer service, and technical teams

• Ensure seamless integration between CRM systems and other business platforms

• Lead, mentor, and scale a high-performing team of customer engagement professionals

• Foster a culture of innovation, accountability, and continuous improvement

Requirements

• Bachelor’s degree in Marketing, Business Administration, or a related field (Master’s preferred)

• 12+ years of experience in CRM or customer engagement roles

• 7+ years of experience within the iGaming industry

• Proven track record in a senior CRM leadership role (e.g., Director, Head, or VP level)

• Experience managing large teams (100+ employees)

• Strong background in customer acquisition and lifecycle marketing strategies

• In-depth knowledge of CRM systems and customer touchpoints (email, SMS, push notifications, etc.) • Solid technical understanding of CRM platforms and analytics tools

• Strong analytical, problem-solving, and data-driven decision-making skills

• Excellent leadership, communication, and interpersonal abilities

• Proficiency with data analysis and reporting tools (e.g., Excel, SQL, Tableau)

• Ability to manage complex marketing projects end-to-end

• Customer-centric mindset with a focus on improving user experience

• Fluent in English