Hybrid Head of CRM

at JobMatchingPartner

• Job title: Head of CRM
• Job type: Full Time
• Experience level: Lead
• Salary: €90,000 - €108,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Tallinn, Estonia

About the role

• Head of CRM for customer engagement strategy, overseeing operations and driving sustainable revenue growth in a multi-brand iGaming organization. Reporting directly to the COO and leading a large team.

Responsibilities

• Own the lifecycle of CRM campaigns
• Drive campaign planning through automation, customer journeys, segmentation and bonus mechanics
• Oversee brand-dedicated CRM strategists and ensure a consistent, personalised communication approach
• Promote data-driven decisions
• Implement testing frameworks to continuously improve communication flows and validate performance
• Optimise costs vs revenue to grow ROI
• Define and evolve the CRM product strategy, ensuring alignment with business and marketing objectives
• Lead the in-house development, evaluation and integration of new tools
• Lead CRM operations teams responsible for campaign setup, configuration, and QA across all brands
• Establish and lead the new CRM Infrastructure team
• Manage tool vendors, integrations, and communication channel scalability
• Partner with BI, Data Science, and Product teams to ensure actionable insights and seamless integrations
• Ensure knowledge-sharing, documentation, and internal certification processes are in place to strengthen CRM capabilities across the company

Requirements

• University graduate
• Passionate and knowledgeable about customer engagement and particularly knowledgeable about real-money player engagement
• Proven ability to build brand presence and drive sustainable revenue growth through strategic CRM initiatives
• 5 years of experience leading CRM or retention marketing teams in the iGaming and the digital marketing industries
• In-depth knowledge of the iGaming ecosystem, including affiliate marketing, performance marketing, and consumer engagement dynamics
• Highly analytical with strong expertise in CRM systems & automation platforms
• Experience of working with multi-brand operations
• Demonstrated success in scaling marketing operations across multiple jurisdictions
• Expertise with player demographics and the ability to create and successfully drive multichannel strategic campaigns, taking into account segmentation & personalisation
• Exceptional communication skills in English.

Benefits

• Choose the equipment and tools you need to perform to your best ability
• Physical wellbeing support
• Private Health Insurance
• Support for your career development
• Bonus of up to 30%