CRM Customer Engagement Lead

What are we looking for?

A Customer Engagement Lead who will oversee the non-Automation CRM functions, leading a team which includes CRM Campaign Coordinators, a CRM VIP Agent, and a CRM Sportsbook Coordinator. The role is responsible for the strategy, innovation, segmentation, execution, and performance of all customer engagement initiatives, including automation, mass campaigns, and specialized customer communications. A key aspect of the role is leveraging the planned CRM tool Smartico to optimize engagement and reporting.

What You’ll do:

• 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.

What You’ll bring:

• 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.

Preferred Qualifications:

• Experience in iGaming, Sportsbook, or high-volume digital marketing.
• Expertise in customer segmentation, personalization, and lifecycle marketing strategies.
• Experience managing VIP or high-value customer programs.

Key Competencies:

• Strategic thinking with focus on execution.
• Results-driven and performance-oriented.
• Ability to balance operational management with long-term planning.
• Strong problem-solving skills and adaptability in a fast-paced environment.

Impact:

The Customer Engagement Lead will drive customer retention, engagement, and lifetime value by unifying CRM activities under a cohesive strategy, leading a high-performing team, and leveraging Smartico to deliver targeted, data-driven campaigns.

What We Offer:

• Competitive Salary.
• Health Insurance & Fitness Benefit.
• Free Parking.
• Weekly Team meals.
• Team-building events and parties.
• Learning & Development opportunities.
• A great working environment.