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Head of CRM at Gypsy Collective. 5+ years of experience in CRM within the iGaming industry, focused on large-scale B2C audiences;. . 2+ years 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 platforms such as Braze, Optimove, Smartico, Emarsys, or similar;. . Strong command of . Customer.io. ;. . 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, push, SMS, messengers;. . Close collaboration with BI, product, analytics, VIP, affiliate, and promo teams;. . 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.. . Key Responsibilities. 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 (Promo, CRM, Content, VIP, 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;. . Operations. . Manage and develop a CRM team of 10+ 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, push, in-app, onsite, 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.. . Company Location: Poland.