Lead and manage the Customer Engagement team within CRM, ensuring alignment across Automation, Campaign Management, VIP, and Sportsbook functions.
Develop and implement a comprehensive CRM strategy to drive customer engagement, retention, and revenue growth.
Oversee end-to-end customer segmentations, triggered communications, and mass campaigns.
Coordinate and set up campaign plans across brands and customer segments.
Ensure VIP and Sportsbook communications are personalized, timely, and high-impact.
Utilize Smartico to streamline operations, optimize campaigns, drive innovations, improve segmentation (personal level) and monitor performance.
Monitor KPIs, analyze results, and implement continuous improvement initiatives.
Ensure compliance with data protection, privacy, and industry regulations.
Collaborate closely with Content, Design, Product, and Data teams to maximize customer engagement and ROI.

Degree in Marketing, Business, or related field preferred.
Proactive, highly organized, and detail-oriented, with strong problem-solving and multi-tasking skills.
3+ years of experience in CRM, marketing automation, or customer engagement leadership.
Proven experience managing CRM teams, including campaign coordinators and specialized roles (VIP/Sportsbook).
Strong knowledge of CRM platforms; experience with Smartico is a strong plus.
Excellent analytical skills and data-driven decision-making capability.
Strong leadership, team management, and cross-functional collaboration skills.
Exceptional communication and stakeholder management abilities.
Experience in iGaming, Sportsbook, or high-volume digital marketing preferred.
Expertise in customer segmentation, personalization, and lifecycle marketing strategies.
Experience managing VIP or high-value customer programs.

CRM Customer Engagement Lead

Key skills