Director of Customer Engagement

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+ peopleStrong 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