Director, CRM

Role overview

This is a senior leadership opportunity based in the United States, offered through a hiring partner that will handle applications and follow-up steps. The role is focused on building and expanding customer lifecycle and retention programs for a rapidly growing digital gaming and entertainment business.

You will set the CRM direction across several omnichannel products, with responsibility for improving engagement, loyalty, and reactivation through highly targeted campaigns informed by customer data. The position blends strategic leadership with practical CRM execution, bringing together marketing, analytics, and martech to turn data into growth. You will shape segmentation, customer journey design, and campaign measurement across channels such as email, SMS, push, in-app messaging, and retail/paid touchpoints. This is a high-impact role for someone who wants to influence retention, lifetime value, and customer experience at scale.

Key accountabilities

• Set the overall CRM and lifecycle marketing direction for iCasino and Sportsbook offerings, making sure it supports retention, loyalty, and growth priorities.
• Plan and run integrated campaigns across email, SMS, push notifications, in-app messaging, and retail/paid channels.
• Create and refine segmentation approaches that use customer data to improve personalization, reactivation, and cross-sell performance.
• Work with martech partners and external platforms to strengthen automation, orchestration, and CRM tooling.
• Partner with analytics teams to build reporting dashboards, track KPIs, and improve campaign and journey performance over time.
• Align with product, marketing, and operations teams to keep lifecycle initiatives consistent and well executed across functions.

Requirements

• At least 8 years of experience in CRM, lifecycle marketing, or retention marketing, including 5 or more years in a senior leadership position within online gaming or sportsbook settings.
• Deep knowledge of customer segmentation, lifecycle program design, and data-led marketing methods.
• Demonstrated ability to interpret complex datasets and turn findings into practical marketing actions.
• Practical experience with CRM systems, marketing automation tools, and omnichannel campaign delivery.
• Strong people leadership skills, including team management and the ability to influence stakeholders across functions.
• Excellent communication, strategic planning, and problem-solving skills in a fast-moving environment.
• Bachelor’s degree in Marketing, Business, or a related discipline, or equivalent professional experience.

Benefits and compensation

• Competitive pay package with the chance to earn performance-based bonuses.
• Medical, dental, and vision coverage.
• 401(k) retirement savings plan with employer contribution support.
• Paid time off, public holidays, and additional flexible leave options.
• Parental leave and family support benefits.
• Financial, wellness, and emotional wellbeing programs designed to support employees holistically.
• Opportunities for career growth in a fast-expanding digital entertainment organization.
• Access to modern tools, platforms, and data-driven marketing technologies.

Application and privacy information

This position is posted on behalf of a partner company, which manages all applications and subsequent hiring steps. Applications are screened through an AI-assisted matching process designed to review candidates against the role’s core requirements. Shortlisted candidates are then shared with the hiring company, while interviews and assessments are handled by the company’s internal team.

By applying, candidates acknowledge that their personal data may be processed to evaluate candidacy and share relevant information with the hiring employer under applicable data protection rules, including GDPR where relevant. Individuals may request access to, correction of, deletion of, or objection to the processing of their personal data at any time.

Artificial intelligence tools may be used to support parts of recruitment, including application review, resume analysis, and identification of potential inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.