VIP CRM Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VIP CRM Team Lead based in United Kingdom. As VIP CRM Team Lead, you will lead the strategy and day-to-day execution of CRM initiatives focused on high-value customers and their long-term engagement. You will shape the full VIP customer lifecycle, from pre-VIP activities and personalized communication to promotions, retention, and reactivation. The role combines people leadership, CRM strategy, data analysis, and cross-functional collaboration in a fast-paced iGaming environment. You will use customer and financial insights to identify opportunities, optimize campaigns, and determine which initiatives should be scaled, adapted, or discontinued. You will also strengthen CRM processes and workflows, ensuring the team operates efficiently and consistently against clear business objectives. Working closely with Product, VIP Support, Content, Casino, and other teams, you will help develop innovative approaches that improve customer value and experience. This is an opportunity to have a meaningful impact on VIP engagement while building a high-performing CRM function within a global, data-driven organization.

Lead the VIP CRM team, overseeing task allocation, priorities, daily workflows, and overall execution while supporting team development and performance. Build and continuously optimize the VIP customer lifecycle across communication, promotions, reactivation, and pre-VIP engagement activities. Develop promotional plans, coordinate their execution, and ensure campaigns are aligned with customer segments and business objectives. Define and refine VIP segmentation strategies, developing tailored approaches for different player groups and levels of customer value. Monitor CRM and financial performance metrics on a weekly and monthly basis, using insights to determine which initiatives should be scaled, adjusted, or discontinued. Review existing CRM processes and team workflows, proactively identifying gaps and implementing improvements that increase efficiency and effectiveness. Coordinate CRM initiatives with Product, VIP Support, Content, Casino, and other relevant teams to ensure consistent execution and alignment. Monitor competitors and market developments, using research and insights to recommend new CRM strategies, VIP initiatives, and opportunities for growth. Requirements: 2–3+ years of CRM experience within the iGaming industry, with a strong understanding of customer lifecycle management. Previous experience leading or managing a CRM team or a closely related function. Strong knowledge of lifecycle communication, customer segmentation, retention strategies, and promotional mechanics. Experience working with CRM and financial performance metrics and using data to inform commercial decisions. Ability to create, assess, and optimize promotional plans based on performance data and customer behavior. Strong understanding of how CRM activities influence customer engagement, retention, revenue, and broader product metrics. Hands-on experience with CRM platforms and established CRM processes, with the ability to work effectively within structured operational environments. Proven ability to identify process gaps independently, recommend practical improvements, and drive their implementation through to completion. Experience collaborating cross-functionally with Product and other business teams in order to deliver coordinated customer initiatives. Strong analytical thinking, commercial awareness, ownership, and problem-solving skills, with the ability to make informed decisions from data. Intermediate English communication skills, both written and spoken. Experience working with VIP audiences, including deeper segmentation, personalized communication, and high-value customer strategies, is considered a strong advantage. Benefits: Fully remote working environment with the flexibility to work from anywhere. Full-time employment within an international, fast-paced iGaming environment. Children allowance and family-oriented support. Mental health and wellbeing support. Access to sports and physical activity benefits. Language learning courses. Automotive services and support. Veterinary services for pets. Home office setup assistance. Dental care and related services. Books and stationery allowance. Training and professional development compensation. Massage and additional wellbeing perks. A collaborative, international environment with opportunities to work across multiple markets and functions.

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