We are no longer accepting applications for this role but we encourage you to send us an unsolicited application here: https://whitelabelcasinos.bamboohr.com/careers/119
Who We Are
What exactly do we do here at White Label Casinos? Well, that’s easy! We make white label casinos that players love. And that’s it! That’s literally our bread and butter. And we’re damn good at it.
By utilising our all-in-one casino solution, we’re able to create online casinos for our clients that stand out from the crowd. Because our casinos have flair, they have pizzaz, they have the IT factor that players are looking for. Did we mention we’re modest?
By choosing to work with us, your casino will come fully equipped with features that will set you up for success from day one. Your casino will be multi-licensed, loaded with more than 7,500 hit games, and our team of 140+ iGaming specialists will provide you with a range of managed services that’ll help make operating your casino.
Headquartered in Malta with remote employees all around the world.
Position Summary:
As the Head of CRM, you will be responsible for analysing, developing and implementing comprehensive CRM strategies that enhance competitive customer engagement, drive player retention, and maximise lifetime value. You will lead a team of CRM professionals,
manage the CRM budget, and work closely with other departments to ensure that our CRM initiatives align with the company’s overall business objectives for internal brands and external clients.
Key Responsibilities:
Duties will include but are not limited to:
- Research competitors activities, based on GEO’s and offerings, report findings and adjust robust CRM stratagies to ensure they remain competitive and up to date.
- Design and execute customer retention and engagement strategies that drive player loyalty and lifetime value.
- Analyse customer data and behavior to identify trends, segment audiences, and develop targeted marketing campaigns.
- Develop and oversee multi-channel communication strategies, including email, SMS, in-app messaging, and push notifications.
- Lead, mentor, and manage a team of CRM managers, executives, and analysts to achieve business goals.
- Foster a high-performance culture within the team, providing coaching and professional development opportunities.
- Set clear KPIs, including eROI models and player churn optimisations and objectives for the CRM team and regularly review performance.
- Utilise CRM tools and analytics to monitor the effectiveness of campaigns and strategies.
- Prepare and present reports on CRM activities, performance metrics, and customer insights to senior management.
- Use data-driven insights to continuously optimize CRM strategies and improve customer experience.
- Work closely with product, marketing, customer support, and IT teams to ensure CRM initiatives are aligned with company objectives.
- Collaborate with the product team to enhance customer journey and user experience across all touchpoints.
- Partner with the marketing team to ensure consistent messaging and branding in CRM communications.
- Develop and manage the CRM budget, ensuring all activities are cost-effective and deliver a positive ROI.
- Monitor and control expenditures to align with the budget and business objectives.
- Ensure all CRM activities comply with relevant regulations and standards, including data protection and responsible gaming.
- Work with the compliance team to stay updated on regulatory changes and implement necessary adjustments.
- Self driven in keeping up to date in latest trends, research, webinars and presenting recommendations and findings to the team.
- Present latest tools, ideas that would be beneficial and offer differentiation.
Requirements:
- At least 3 years of experience in CRM, preferably within the iGaming industry or a similar fast-paced environment.
- Proven experience in developing and executing successful CRM strategies that drive customer retention, engagement, lowere player churn and eRoi.
- Demonstrated experience in leading and managing a team of CRM professionals.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Proficiency in CRM tools and software, such as Salesforce, HubSpot, or similar platforms.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross functional teams.
- Strong project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines.
- Knowledge of data protection regulations and responsible gaming practices.
- Eagerness to keep up to date on latest trends and stay ahead of the competition.