About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VIP CRM Team Lead based in United Kingdom.
Responsibilities
- Lead the VIP CRM team, overseeing task allocation, priorities, daily workflows, and overall execution while supporting team development and performance.
- Build and continuously optimize the VIP customer lifecycle across communication, promotions, reactivation, and pre-VIP engagement activities.
- Develop promotional plans, coordinate their execution, and ensure campaigns are aligned with customer segments and business objectives.
- Define and refine VIP segmentation strategies, developing tailored approaches for different player groups and levels of customer value.
- Monitor CRM and financial performance metrics on a weekly and monthly basis, using insights to determine which initiatives should be scaled, adjusted, or discontinued.
- Review existing CRM processes and team workflows, proactively identifying gaps and implementing improvements that increase efficiency and effectiveness.
- Coordinate CRM initiatives with Product, VIP Support, Content, Casino, and other relevant teams to ensure consistent execution and alignment.
- Monitor competitors and market developments, using research and insights to recommend new CRM strategies, VIP initiatives, and opportunities for growth.
Requirements
- 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.
- 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.
- Strong analytical thinking, commercial awareness, ownership, and problem-solving skills.
- 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.
Conditions
- Fully remote working environment with the flexibility to work from anywhere.
- Full-time employment within an international, fast-paced iGaming environment.
- Children allowance and family-oriented support.
- Mental health and wellbeing support.
- Access to sports and physical activity benefits.
- Language learning courses.
- Automotive services and support.
- Veterinary services for pets.
- Home office setup assistance.
- Dental care and related services.
- Books and stationery allowance.
- Training and professional development compensation.
- Massage and additional wellbeing perks.
- A collaborative, international environment with opportunities to work across multiple markets and functions.