Head of CRM

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

We are looking for a strategic and data-driven Head of CRM to lead the next evolution of our customer engagement strategy across multiple international brands. This role will define and execute a central CRM vision, while empowering our brands to deliver personalized, automated, and performance-oriented player journeys. The ideal candidate combines strong analytical and operational skills with a creative mindset and proven experience in iGaming lifecycle marketing. You will play a key role in optimizing retention, reactivation, and cross-sell - driving measurable improvements in customer lifetime value, efficiency, and campaign performance across all brands and markets.

Key Responsibilities:

• Define and oversee the company-wide CRM strategy, ensuring consistent processes across brands while allowing local flexibility.
• Manage and develop the central CRM team, promoting ownership and accountability.
• Partner closely with Heads of Brands to align CRM initiatives with brand positioning, tone, and player insights.
• Oversee CRM performance KPIs including retention rate, reactivation rate, engagement, and opt-in ratio.
• Implement and maintain a data-driven decision-making framework and apply learnings across brands.
• Collaborate with the Marketing Business Intelligence Analyst to enhance segmentation, reporting, and campaign attribution.
• Ensure CRM initiatives are optimized for ROI, bonus efficiency, and long-term profitability.
• Lead the adoption and optimization of CRM tools and onsite personalization features.
• Roll out and maintain a dynamic segmentation framework across all brands.
• Oversee implementation of automated loyalty programs, retention triggers, and lifecycle journeys.
• Identify and deploy new CRM technologies that enhance efficiency and scalability.
• Work with Content and Design to streamline campaign workflows and resource allocation.
• Collaborate with VIP, Casino, and Product teams to ensure cohesive communication strategies.
• Monitor brand CRM teams in planning and executing their respective campaign calendars.
• Foster a culture of experimentation, innovation, and continuous learning across the CRM function.
• Build strong collaboration bridges between central and brand-level teams.

Requirements:

• 5+ years of CRM experience in iGaming, with at least 2 years in a leadership role.
• Proven track record in retention, reactivation, and lifecycle marketing at scale.
• Deep understanding of CRM systems, marketing automation, segmentation, and BI tools.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Experience leading multi-brand and multi-market CRM operations.
• Excellent leadership, communication, and stakeholder management skills.
• A proactive, solution-oriented mindset and passion for driving measurable growth.

What we Offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog friendly workplace
• Exciting Company Events
• Beer Fridays
• Refer a friend bonus
  

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.