Head of CRM (iGaming)


As the Head of CRM, you will be reporting to the Head of Acquisition and Retention while leading a large team at top level and also being responsible for communicating the CRM vision company-wide.  Duties include the below:

  • Lead the CRM team in their retention & reactivation activities
  • Monitor & evaluate targeted and segmented CRM campaigns – measure ROI, prioritise resources and control cost
  • Maximize lifetime value, improve conversion and churn prevention
  • Oversee the build and optimization of lifecycle marketing campaigns to increase customer engagement, retention, and lifetime value.
  • Focus CRM programs on automated, trigger-based, dynamically personalised messages
  • Oversee all batch and blast communications for all lines of business
  • Be the in-house expert on the utilisation of our CRM tools
  • Develop a comprehensive testing program to optimise open rates and conversion KPIs
  • Formulate strategies & visions for each of the CRM areas
  • Work closely with country teams to maximise market localisation
  • Ensure the CRM systems used are meeting company needs to the best of their ability
  • Conduct market research to follow trends within the gaming industry
  • Leading the recruitment, retention, and professional development of the CRM team while continuously refining the training process and materials for new hires
  • Providing growth mapping, goal setting, and conducting quarterly performance reviews
  • Coaching direct reports on data-driven approach and being results-oriented

Education and Experience:

  • Minimum of 5 years experience in CRM (iGaming)
  • Minimum of 2 years experience in Team Management within the iGaming industry
  • Strong experience with Marketing Automation including campaign creation, data management, integration and end-to-end reporting
  • Proficient when working on CRM platforms and custom tools
  • Knowledge of Emarsys would be considered an asset
  • Professional level of English is a must
  • Knowledge of additional language would be a bonus
  • Currently residing in Malta or available to relocate


  • Strategic Thinker
  • Customer Care oriented
  • Target Driven

This job as Head of CRM is with an established company in Malta, within the iGaming industry.

  • Primary job focus
  • Job type
    Full Time
  • Employment level
    Senior Management/ C-Level
  • Employer industry
  • Languages

Gaming Jobs in Malta are related to the development, management and support of betting and gaming companies. Jobs in gaming include affiliate management, betting, casino, customer support, fraud, gaming dealers, odds compilation, payments and sports trading roles.

  • Job Reference
  • Closing Date
  • Date Published
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