Head of CRM
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Job Description
Head of CRM leading customer retention strategy at a fast-growing online crypto casino and sportsbook group. Overseeing lifecycle marketing and player value optimisation.
Responsibilities:
- Own and execute the global CRM and retention strategy across casino and sportsbook products
- Drive measurable improvements in LTV, ARPU, retention, and reactivation performance
- Design lifecycle marketing frameworks including onboarding, activation, cross-sell, churn prevention, and reactivation
- Build structured programmes to grow mid-tier player segments
- Identify and nurture high-potential VIP players through tailored value ladders
- Optimise bonus strategies and incentives to support sustainable player value growth
- Develop retention mechanics tailored to crypto player behaviour
- Leverage token incentives, wallet insights, gamification, and real-time data
- Align CRM initiatives with product innovation and payment strategy
- Lead CRM automation strategy across email, SMS, push, in-app, and on-site channels
- Implement advanced segmentation using behavioural and transactional data
- Partner with BI teams to develop predictive churn and player-value models
- Introduce continuous A/B testing frameworks to optimise ROI
- Build and lead a high-performing CRM team
Requirements:
- 10+ years’ CRM or retention experience within online gaming
- Proven success driving revenue growth through retention strategies
- Senior-level experience in crypto casino or crypto sportsbook environments (essential)
- Strong expertise in segmentation, lifecycle marketing, automation, and bonus optimisation
- Advanced knowledge of CRM platforms and data-driven decision-making
- Strong commercial awareness, balancing growth with margin control
Benefits:
- Performance bonus linked to retention KPIs and EBITDA growth
- Long-term incentive structure
- Relocation support if required
- Significant career growth within a scaling global business
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