Head of CRM

About the role In this role, you will lead the CRM strategy across the entire player lifecycle, focusing on onboarding, retention, and reactivation. You will manage a team and be responsible for establishing efficient processes that drive results in player engagement and profitability. You will create and optimize automated marketing campaigns through various channels while analyzing player data to enhance campaign effectiveness. Collaboration with teams across Finance, Payments, and Compliance will be crucial to ensure that all campaigns adhere to market regulations and responsible gambling practices. Who this role suits A seasoned professional with over 5 years in iGaming CRM, particularly in online casinos. A leader who has experience managing teams and budgets effectively. Someone who is analytical, able to evaluate campaign performance and optimize strategies based on data. A proactive individual who understands market regulations and responsible gambling requirements. From the employer Build CRM strategy at all stages of the player lifecycle: onboarding, conversion from first deposit to second, retention, and reactivation Lead the CRM team, establish processes, and be responsible for the results of the direction Create and optimize automated campaigns in email, SMS, push, and onsite Develop behavioral segmentation and personalization, coordinate with the VIP team Plan promotional budgets, build forecasts, and control deviations from the plan Analyze bonus costs, GGR/NGR, profitability, and player LTV Evaluate campaigns through A/B tests, control groups, and cohort analysis Check bonus mechanics and campaigns before launch Work with Finance, Payments, Fraud, and Compliance: consider market restrictions, consent for mailings, responsible gambling, and bonus abuse At least 5 years of experience in iGaming CRM/retention, including at least 3 years in CRM for online casinos At least 2 years of experience leading CRM teams and promotional budgets Experience working with international/offshore casino operators Ability to build automated campaigns and manage the player lifecycle Understand expected and actual bonus costs, GGR/NGR, profitability, and LTV Budget, forecast, and model scenarios with transparent assumptions Calculate additional profit generated by CRM campaigns Know marketing consent requirements, promotional restrictions, responsible gambling, and bonus abuse protection Proficient in English at B2/C1 level Office in the historic part of Tbilisi Remote start for candidates from other countries, then relocation to Georgia Flexible start of the working day Influence on CRM strategy, processes, and commercial results of the international product Competitive salary based on experience Support for professional growth