CRM Team Lead

**Overview & Purpose**:
We are seeking a collaborative and strategic CRM Manager to work closely with our very experienced Head of CRM in leading the CRM function at Dream Team Gaming, a leading online casino operator.

The role will support the Head of CRM and co-drive shaping and delivering strategies that enhance player engagement, retention, reactivation, and loyalty, while ensuring the CRM teams execute seamlessly and effectively against clearly defined targets.

This role requires an ambitious leader who can translate strategic direction into action, manage the day-to-day operations of the CRM department, and drive initiatives that improve customer lifetime value and overall business performance.

The CRM Manager plays a pivotal role in driving customer loyalty, engagement, and lifetime value across our iGaming brands. This position is responsible for leading and implementing the strategic development and execution of retention initiatives that reduce churn and enhance player satisfaction in a highly competitive and regulated environment.

With deep expertise in player behaviour, campaign management, and regulatory compliance—particularly under the Malta Gaming Authority (MGA) framework—the CRM Manager ensures that every interaction with our players is meaningful, personalized, and aligned with our brand values. The role demands a data-driven mindset, strong leadership capabilities, and a passion for delivering measurable results through innovative retention strategies.

This is a key leadership role that directly influences revenue growth, brand loyalty, and long-term business sustainability.

**Key Responsibilities**:
**Working with the Head of CRM**
- Partner with the Head of CRM to define and implement the overall CRM vision, strategy, and roadmap.
- Support in setting departmental priorities and ensuring alignment with broader business objectives.
- Provide insights, recommendations, and reporting to inform strategic decision-making at leadership level.

**Leadership & Team Development**
- Manage and develop the CRM teams, ensuring goals are clear and aligned to departmental strategy.
- Foster a collaborative, high-performing culture focused on innovation, accountability, and customer-centricity.
- Oversee resource planning, training, and performance management across the CRM function.

**Strategy Execution**
- Translate CRM strategies into actionable plans and oversee their delivery across the customer lifecycle (onboarding, retention, reactivation, loyalty).
- Manage the promotional and campaign calendar, ensuring alignment with business priorities and visibility across teams.
- Champion data-driven decision-making, leveraging segmentation and player insights to maximize personalization and campaign effectiveness.

**Operational Oversight**
- Ensure the process and Sops are followed and where needed they are optimised.
- Ensure flawless execution of CRM campaigns, promotions, and communications by overseeing workflows managed by the CRM and Operations teams.
- Maintain high standards of quality, compliance, and accuracy across all CRM activity.
- Identify and implement process improvements that enhance efficiency, scalability, and impact.

**Stakeholder Collaboration**
- Act as a key point of contact for cross-functional collaboration, ensuring CRM initiatives are aligned with Acquisition, Product, Games, Design, Player Development, BI, and Customer Support.
- Partner with external suppliers and platform providers to ensure CRM capabilities are fully leveraged and continuously improved.
- Provide regular performance updates and campaign insights to the Head of CRM and senior stakeholders.

**Data, Insights & Reporting**
- Oversee reporting on CRM performance metrics including retention, churn, customer lifetime value, and campaign effectiveness.
- Ensure CRM systems (e.g., Xtremepush, Optimove) are used to their full potential for segmentation, automation, and personalization.
- Translate performance data into actionable insights to refine strategies and deliver measurable improvements.

**Success Measures and KPI’s for this role**
- Retention rate improvement
- Churn reduction
- Increase in FTD’s
- Increase in player lifetime value
- Number of personalized retention campaigns
- Team performance and development
- This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives._

**Essential Criteria**
- Bachelor’s degree in Marketing, Business Administration, or a related field would be advantageous.
- Proven experience in CRM or Marketing leadership roles, within the regulated online gaming industry.
- Strong track record of managing CRM strategies that deliver measurable improvements in retention and customer value.
- Strong track record in customer engagement, retention, and lifecycle management.
- Demonstrated experience managing and developing teams.
- Hands-on experienc