Director of Customer Engagement

Director of Customer Engagement

We are looking for a top-level CRM Leader to join us as the Director of Customer Engagement. This individual will bring forward-thinking ideas, knowledge, and practices to add significant value to our business. The role is crucial as we aim to enhance our customer interactions and loyalty, ensuring we remain ahead of industry trends and continue to meet the evolving needs of our clients.

The Director of Customer Engagement will be instrumental in driving our CRM strategies, optimizing customer experiences, and leading a dedicated team of over 100 professionals. This position is essential for sustaining our growth momentum and achieving our ambitious goals.

Location

on-site in Spain, Poland, Portugal, Bulgaria, or Denmark

Key Responsibilities:

• Develop and implement comprehensive customer engagement strategies to enhance customer loyalty and retention
• Align engagement initiatives with overall business objectives and marketing strategies
• Oversee the day-to-day operations of customer engagement activities, ensuring data integrity and system efficiency
• Lead the selection, implementation, and optimization of engagement tools and technologies
• Ensure the CRM system provides an effective sales funnel
• Manage customer registration, retention, activation, reactivation, and other CRM strategies
• Design and execute targeted marketing campaigns to drive customer engagement and satisfaction
• Develop personalized communication strategies to enhance the customer experience
• Oversee top-line management of customer acquisition strategies
• Plan and manage multi-channel marketing campaigns (email, SMS, push notifications, etc.)
• Assist with organizing promotional events to reach prospective customers
• Analyze customer data to identify trends, insights, and opportunities for growth
• Track marketing metrics and trends, such as conversion rates and web analytics
• Create and present regular reports on engagement performance, customer behavior, and campaign effectiveness
• Work closely with marketing, sales, and customer service teams to ensure a cohesive approach to customer engagement
• Partner with IT and data teams to ensure seamless integration of engagement systems with other business platforms
• Manage and mentor a team of customer engagement specialists and analysts
• Foster a culture of continuous improvement and innovation within the engagement team

Requirements:

• Bachelor’s degree in Marketing, Business Administration, or a related field. Master’s degree preferred.
• 12+ years of experience in CRM
• 7+ years of experience in iGaming
• Proven and successful work experience as a Director of CRM, VP of Engagement, or similar role in iGaming
• Experience in leading teams of 100+ people
• Solid background in customer acquisition strategies
• Proficiency in a specific language, if required for the role
• Knowledge of CRM systems and principles, particularly customer lifecycle touchpoints such as email, SMS, push notifications, and more
• Technical expertise with CRM and analytical systems
• Strong analytical and problem-solving skills
• Exceptional leadership and team management abilities
• Excellent communication and interpersonal skills
• Proficiency in data analysis and reporting tools (e.g., Excel, SQL, Tableau)
• Ability to manage marketing projects end-to-end
• Customer-oriented attitude with a focus on enhancing the customer experience
• Fluent English

Key skills/competency

• Customer Engagement Strategies
• CRM System Optimization
• Team Leadership
• Customer Loyalty and Retention
• Marketing Campaign Management
• Data Analysis and Reporting
• Customer Acquisition
• iGaming Experience
• Multi-channel Marketing
• Cross-functional Collaboration