CRM Team Lead

Marketech Solutions d.o.o. is a leading provider of advanced solutions and services for iGaming operators across Tier 1 markets. We work with a multi-brand portfolio in a fast-paced, data-driven environment where innovation, ownership, and smart decision-making truly matter.

As we continue to scale, we are looking for an experienced and strategic Team Lead of CRM Team to take ownership of our CRM vision and execution. This role is ideal for a hands-on leader who thrives at the intersection of strategy, data, player experience, and team development — someone ready to shape personalized player journeys, drive retention, and lead a high-impact CRM function from the front.

Daily adventures:

Strategy & Development

• Develop and lead the CRM strategy across a multi-brand portfolio, tailored to Tier 1 markets
• Define team goals and KPIs for all CRM areas
• Collaborate with Retention departments (VIP, Support, Product) to build quarterly/annual roadmaps
• Implement a structured, personalized player experience across all lifecycle stages (onboarding, reactivation, churn prevention, loyalty)
• Lead reactivation strategies for high-value players
• Build segmentation, motivational models, and loyalty mechanics (cashback, missions, gamification, level-ups)
• Analyze and optimize conversion funnels for various player segments
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Operations

• Manage and develop a CRM team of 5+ specialists (recruiting, coaching, 1:1s, performance reviews)
• Oversee campaign quality: daily, weekly, seasonal, automated, and trigger-based
• Implement and optimize automated CRM flows (welcome, lifecycle, predictive logic)
• Manage multichannel communications: email, SMS, messengers (Telegram, WhatsApp, Viber), personalized banners/pop-ups
• Set technical tasks for development and BI to improve CRM tools and logic
• Lead platform implementations/migrations: segmentation, campaign logic, templates
• Own analytics and testing processes: reporting, campaign performance, A/B & multivariate testing, conversion optimization

 What makes you a great match:

• 3+ years of experience in CRM within the iGaming industry, focused on B2C audiences
• 1+ year in a leadership role managing a CRM team
• Proven track record of building and scaling CRM functions from scratch or in high-growth environments
• Deep understanding of the player lifecycle, behavior patterns, motivations, and engagement stages
• Experience with Tier 1 markets, including local player expectations and compliance
• Hands-on experience with CRM tools such as Sendgrid, Sendpost, Solitics, or similar
• Strong command of English (B2)
• Ability to interpret CRM metrics: retention, churn, reactivation, CLTV, ARPU, NGR, bonus cost, CTR, OR/CR across channels
• Experience in multichannel communication strategies: email, onsite, SMS, messengers
• Close collaboration with BI, product, Support, VIP, affiliate
• Strategic planning skills focused on player retention, reactivation, and ARPU growth
• Ability to translate strategic goals into actionable team tasks
• Experience in scaling communication channels

We thank all applicants for their interest; however, only those selected for an interview will be contacted!