Head of Live Gaming Retention – (Relocation to Malta)

About Our Client

RemoteStar is excited to partner with a leading iGaming operator that delivers an extensive range of online gaming products across various markets. They power over 25 online brands from their cutting-edge gaming platform, enjoyed by hundreds of thousands of users globally. Our client adopts a Hybrid work model, allowing flexibility with three days spent in the vibrant office located in Malta.

About the Opportunity

We are on the lookout for a passionate senior leader to take charge of the Global CRM & Engagement department by heading the CRM Live Casino Retention team. This role presents a remarkable chance to join an enthusiastic and talented group of CRM professionals.

As the primary liaison for the Director of CRM & VIP, you will take ownership of crafting and executing the Live Casino retention strategy tailored for diverse brands and markets. Your success will be evaluated based on your capacity to influence key performance indicators; with a focus on enhancing retention, curbing churn, driving upsell opportunities, and ultimately elevating the player experience and lifetime value.

We Are Seeking Individuals Who:

1. Exhibit top-tier leadership and management acumen, fueled by a desire to mentor and inspire team members to achieve outstanding results in a dynamic setting.
2. Possess a comprehensive understanding of CRM best practices, trends, and cutting-edge technologies.
3. Have a solid grasp of player segmentation, as well as the execution of player bonuses and incentives.
4. Understand compliance and regulatory requirements for CRM activities relevant to all of RemoteStar’s operational jurisdictions.
5. Show demonstrated expertise in interpreting CRM data and transforming insights into concrete action plans.
6. Have experience with Salesforce Marketing Cloud or similar CRM platforms.
7. Exhibit a genuine enthusiasm for the online Live Casino sector alongside a robust knowledge of offerings from leaders like Evolution, Pragmatic Play, and Playtech.
8. Hold excellent proficiency in written and verbal English communication.
9. Possess a minimum of 8 years of experience in CRM, ideally in a comparable role within the iGaming sector.
10. Have at least 5 years of experience in a leadership capacity.
11. Bring experience from working in a multi-brand and multi-jurisdictional environment.

Your Responsibilities Will Include:

Leadership:

Guide and supervise the CRM Live Casino Retention team by establishing clear performance benchmarks and ensuring team members have the necessary tools and knowledge to succeed. Cultivate a culture of continuous improvement, promoting teamwork and a results-oriented atmosphere.

Provide guidance, support, and mentoring to facilitate personal and professional growth among team members.

Strategic Development:

Formulate a comprehensive CRM strategy for above-the-line (ATL) promotions that engage all players through enticing Live Casino experiences across various brands and markets.

Create a detailed and hyper-segmented below-the-line (BTL) CRM Live Casino retention strategy aimed at bolstering retention, minimizing churn, promoting upsell opportunities, and enhancing the overall player journey through tailored customer interactions.

Budget Oversight:

Assume complete responsibility for managing and optimizing the CRM budget for the active Live Casino sector across diverse markets and brands.

Utilize sophisticated data models to ensure that budget allocations effectively target the right customer segments, enabling a sound investment that drives beneficial net ROI.

Implementation and Evaluation:

Guide the ideation, development, execution, and assessment of Casino CRM offers and communications across multiple brands and markets, ensuring adherence to processes and utilizing the most effective channels.

Performance Analysis:

Conduct ongoing evaluations of campaign effectiveness to verify that all initiatives yield positive net ROI.

Adapt or discontinue underperforming offers quickly. Encourage the team to approach testing with agility to minimize budget waste.

Strategic Compliance:

Scrutinize and sanction all campaigns and automations before they launch, confirming that each initiative is set up accurately and correctly targeting the intended customer audience with relevant offers that align with local regulations across jurisdictions. You will hold responsibility and accountability for all activities and budget expenditures made by the Live Casino Retention team.

Availability:

Beyond regular hours, collaborate with fellow ‘Heads of CRM’ on a roster to provide after-hours support for any campaign incidents demanding system approval or wider customer compensation decisions.

Bonus Points For:

A Bachelor’s or Master’s degree in business, marketing, technology, or related field equivalent.

Fluency in additional languages such as Spanish, Portuguese, Greek, Latvian, Polish, or any Scandinavian language will be regarded favorably.

What’s In It For You?

Joining our dynamic environment can feel like riding a rollercoaster—fast-paced with exhilarating twists and turns yet always FUN! If you’re an ambitious go-getter with an adventurous spirit who loves pushing boundaries and embracing challenges, you will thrive here.

You’ll encounter numerous challenges that will allow your skills to shine brightly! We foster innovation, independence, and celebrate successes in a richly diverse and multicultural workplace filled with talent from around the globe.