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+ 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