Full-Time Head of CRM, Canada

As our Head of CRM for our Canadian Brands, you will be a visionary and data-driven leader responsible for elevating our multi-brand customer retention efforts in the fast-paced and dynamic iGaming industry.

This pivotal role will shape the way we connect with our players by enhancing loyalty, boosting retention, and maximizing lifetime value.

In this role, you will oversee a team of 5 directs to execute the impactful CRM strategy that you’ll set. Under your guidance, the team design and execute targeted campaigns, lifecycle automation, and bonus reward strategies.

Ensuring regulatory compliance and driving innovation in player engagement strategies will be at the heart of your responsibilities. You’ll work collaboratively with cross-functional stakeholders to deliver exceptional, personalized player experiences that set our brands apart. You’ll also work closely with the regional CRM teams to share learnings, best practice and innovation.

Key Responsibilities:

1. Strategic Leadership
• Design and execute CRM strategies focused on customer acquisition, retention, reactivation, and win-back efforts.
• Develop a multi-channel approach using email, SMS, push notifications, and in-app messaging to maximize ROI.
• Leverage data and player insights to drive retention and cross-sell opportunities across gaming verticals.
• Manage the generous rewards budget strategically to deliver positive-ROI and an outstanding player experience
2. Team Leadership & Development
• Build, mentor, and lead a high-performing Canada CRM team with a culture of accountability and innovation.
• Set clear goals and KPIs, ensuring alignment with organizational priorities.
3. Campaign Management
• Plan and oversee lifecycle campaigns, including bonus offers, loyalty rewards, and cross-promotions.
• Lead efforts to improve evolution and excellence of our written CRM communications, working with dedicated resources to improve email templates, content, composition, copywriting, etc.
• Create reactivation strategies for lapsed players and optimize messaging through A/B testing.
• Monitor campaign performance and adjust tactics dynamically to meet KPIs.
4. Analytics, Reporting & Compliance
• Track and report key metrics such as retention rates, churn, ARPU, and CLV.
• Use advanced analytics and predictive modeling to optimize performance and identify revenue opportunities in collaboration with CRM intelligence and insights team.
• Ensure adherence to iGaming regulations and responsible gaming practices in all CRM initiatives.
5. Innovation & Technology
• Explore and implement advanced tools for automation and personalization.
• Stay informed on industry trends and incorporate them into CRM strategies to enhance player experiences.

Requirements:

• Bachelor’s degree in Marketing, Business Administration, or related field; MBA preferred.
• 7+ years of CRM experience with 3+ years in leadership, ideally in the iGaming industry, or in an award/bonus incented B2C industry
• Proven track record in player retention, engagement, and reactivation campaigns.

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