We are on the lookout for the Director of Customer Engagement to lead and scale the CRM and customer lifecycle function within a leading iGaming company.
This is a senior leadership role with full ownership of engagement strategy across .com markets, where prior hands-on experience in online gambling is essential.
The role sits at the centre of customer strategy, combining data-driven decision making, advanced CRM execution, and large-scale people leadership. The successful candidate will be responsible for shaping how customers are acquired, activated, retained, and re-engaged, while continuously improving customer experience and long-term value.
The position involves leading a sizeable, multi-disciplinary CRM organisation of 50+ specialists, while working closely with marketing, product, tech, and data teams.
The role is fully on-site in one of two office locations: Valencia (Spain) or Warsaw (Poland).
Relocation is fully supported.
Key responsibilities:
Customer engagement strategy
* Define and execute a long-term customer engagement and CRM roadmap aligned with overall business and marketing objectives
* Continuously evolve loyalty, retention, and reactivation strategies to meet business growth targets
* Ensure engagement initiatives reflect market trends and customer behaviour across .com markets
CRM operations & platforms
* Oversee daily CRM operations, ensuring high data quality, system stability, and process efficiency
* Own the selection, rollout, and optimisation of CRM platforms, tools, and engagement technologies
* Ensure CRM infrastructure effectively supports the full sales and engagement funnel
Customer lifecycle ownership
* Lead strategies covering registration, onboarding, activation, retention, reactivation, and churn prevention
* Design and deliver segmented and personalised customer journeys
* Drive execution of targeted campaigns aimed at improving engagement, satisfaction, and lifetime value
Acquisition & multi-channel execution
* Maintain high-level ownership of customer acquisition from a CRM perspective
* Plan and oversee multi-channel campaigns including email, SMS, push notifications, and other relevant channels
* Support promotional initiatives and campaigns designed to attract and convert new users
Analytics, insights & reporting
* Analyse customer behaviour and performance data to uncover insights and growth opportunities
* Monitor and evaluate KPIs such as conversion, engagement, retention, and funnel performance
* Prepare and present regular performance reports covering CRM effectiveness, campaign results, and customer trends
Leadership & cross-functional collaboration
* Lead, coach, and develop a large CRM organisation of managers, specialists, and analysts
* Build a culture focused on ownership, innovation, and continuous improvement
* Work closely with marketing, sales, customer support, IT, and data teams to ensure aligned execution
* Partner with technical and data functions to guarantee smooth system integrations and data flows
Requirements:
Education
* Bachelor's degree in Marketing, Business Administration, or a related discipline (Master's degree is considered an advantage)
Experience
* Demonstrated success in a senior CRM leadership role (Director of CRM / Customer Engagement or similar)
* Mandatory experience in online gambling (.com markets)
* Background combining classic CRM expertise with iGaming-specific requirements
* Proven experience managing and scaling teams of 50+ people
* Strong understanding of customer acquisition strategies and lifecycle marketing
* Hands-on knowledge of CRM ecosystems, including email, SMS, push notifications, and other engagement touchpoints
* Technical familiarity with CRM platforms and analytical systems
Skills & competencies
* Highly analytical mindset with strong problem-solving abilities
* Confident senior leader with excellent people management skills
* Strong communication and stakeholder-management capabilities
* Advanced proficiency with reporting and analytics tools
* Ability to lead complex marketing initiatives end-to-end
* Strong customer-centric approach with a clear focus on experience optimisation
* Advanced level of English
What's in it for you
* Full ownership of customer engagement and CRM strategy within a multi-brand, international iGaming environment
* Opportunity to design and scale global CRM frameworks impacting large, high-volume .com customer bases
* Competitive compensation package with extensive relocation support to Spain (Valencia) or Poland (Warsaw)
* Collaborative, performance-driven culture that values initiative and data-informed decision making
* Clear long-term growth opportunities within a fast-scaling organisation