Director – Customer Engagement (CRM)

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

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