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Head of CRM

Head of CRM

Excellent Package

North Rhine-Westphalia, Germany

 

Our client is one of the world’s largest groups within the gambling industry, with annual sales exceeding €3bn. They operate an omnichannel (Retail and Online) sports betting business, along with online casinos across several regulated European markets. The organisation is now moving into a new phase of growth, which includes both technical and organisational innovation. This is a great time to join our client as the Head of CRM, becoming a leading figure in helping to shape and execute the exciting strategic plan.

 

The Role

Reporting to the Chief Operating Officer, you will lead strategy across CRM, Insights and Customer Incentives within several European markets. This will include providing leadership to a sizable department, with the aim of boosting our client’s market share and increasing customer engagement and retention.

 

Key responsibilities include:

CRM

  • Lead the CRM strategy across all territories and verticals. Provide a clear vision to the business and develop the team to deliver to this vision
  • Map, build and optimize core user journeys including onboarding, conversion, up-sell, cross-sell, and work with the wider operations and UX teams to align activity
  • Manage the team to deliver automized CRM cycles wherever possible, utilizing the toolset in place to its full extent and the capability of the new product platform
  • Set clear targets for the team and ensure the required KPIs can be tracked to measure performance
  • Execute omni-channel CRM activity to drive retail revenue and cross sell to online
  • Own in full our significant agency, software, and related CRM budgets, taking full control of cost management, P&L and ROI
  • Innovate, energise, and drive forward the CRM plan, engaging the wider business and sharing clear milestones with senior management colleagues

Insights

  • Manage the insights team to execute against a prioritized roadmap which offers clear value to the operating businesses
  • Develop the data driven customer centric landscape
  • Build customer profiles and customer segmentation to support marketing activities
  • Develop early value identification models to manage investment and predict future behaviours
  • Build business plans to justify investments and track their performance
  • Be the controller on marketing ROI, tracking performance and advising on decision
  • Present insights and drive further the customer understanding across all departments

Incentives

  • Own the bonusing budget for the team, providing a clear incentive strategy and aligning with CRM activity
  • Manage risk, T&Cs, configuration, and performance reporting to ensure customer incentivisation is effective
  • Initiate wider campaign activity in collaboration with the Head of Acquisition and Head of Omnichannel to drive the strategy in each territory

 

 

Requirements

To be considered for this rewarding and challenging opportunity you must have a proven background of operating at a senior level, leading a CRM function to deliver high levels of success. Experience of the iGaming or Sports betting industry would be an advantage but is not essential. We are equally interested in hearing from high calibre candidates from other eCommerce backgrounds.

 

  • Several years of experience in a comparable management position in a data-driven environment – ideally eCommerce, Sports Betting or iGaming
  • Proven track record in building and implementing CRM and / or data driven marketing
  • In-depth knowledge of online marketing and personalization tools, for example Salesforce Marketing Cloud and DMP
  • Deep understanding of market and technological relationships in online marketing (actors, inventories, data, technologies, business models)
  • Ability to quickly identify customer needs and apply innovations that enhance the overall experience and the audience targeting strategies
  • Strong data and performance focus with excellent analytical and problem-solving skills
  • “Leading change” skills and coaching of employees
  • Fluent in English and German is essential
  • Ability to act in an autonomous and result-oriented manner with an entrepreneurial mindset
  • Combining decision-making power with a strongly developed team spirit and collaborative style
  • Excellent communication skills to explain complex matters adequately to the target audience

 

To apply to join this amazing organisation, please send a copy of your CV and covering information.

Key Details

  • Role: Head of CRM
  • Sector: iGaming
  • Salary: Excellent Package
  • Job Reference: TB007226
  • Location: North Rhine-Westphalia, Germany

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Clear Edge Search & Selection Limited acts as a data controller and is committed to protecting the privacy of our candidates, clients and users of our website. We may collect your personal details, including but not limited to your name and contact details (together with your e-mail address) and other relevant information from your CV (such as education and career history) in order to provide you with recruitment services. For further details please follow this link to read our full privacy policy

Back to my search

Clear Edge Search & Selection Limited acts as a data controller and is committed to protecting the privacy of our candidates, clients and users of our website. We may collect your personal details, including but not limited to your name and contact details (together with your e-mail address) and other relevant information from your CV (such as education and career history) in order to provide you with recruitment services. For further details please follow this link to read our full privacy policy