VIP CRM Team Lead

As VIP CRM Team Lead, you will lead the strategy and day-to-day execution of CRM initiatives focused on high-value customers and their long-term engagement.
You will shape the full VIP customer lifecycle, from pre-VIP activities and personalized communication to promotions, retention, and reactivation.
The role combines people leadership, CRM strategy, data analysis, and cross-functional collaboration in a fast-paced iGaming environment.
You will use customer and financial insights to identify opportunities, optimize campaigns, and determine which initiatives should be scaled, adapted, or discontinued.
You will also strengthen CRM processes and workflows, ensuring the team operates efficiently and consistently against clear business objectives.
Working closely with Product, VIP Support, Content, Casino, and other teams, you will help develop innovative approaches that improve customer value and experience.
This is an opportunity to have a meaningful impact on VIP engagement while building a high-performing CRM function within a global, data-driven organization.

• 2–3+ years of CRM experience within the iGaming industry, with a strong understanding of customer lifecycle management.
• Previous experience leading or managing a CRM team or a closely related function.
• Strong knowledge of lifecycle communication, customer segmentation, retention strategies, and promotional mechanics.
• Experience working with CRM and financial performance metrics and using data to inform commercial decisions.
• Ability to create, assess, and optimize promotional plans based on performance data and customer behavior.
• Strong understanding of how CRM activities influence customer engagement, retention, revenue, and broader product metrics.
• Hands-on experience with CRM platforms and established CRM processes, with the ability to work effectively within structured operational environments.
• Proven ability to identify process gaps independently, recommend practical improvements, and drive their implementation through to completion.
• Experience collaborating cross-functionally with Product and other business teams in order to deliver coordinated customer initiatives.
• Strong analytical thinking, commercial awareness, ownership, and problem-solving skills, with the ability to make informed decisions from data.
• Intermediate English communication skills, both written and spoken.
• Experience working with VIP audiences, including deeper segmentation, personalized communication, and high-value customer strategies, is considered a strong advantage.