Gypsy Collective
1 year ago
Head of CRM
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Company information
- Company
- Gypsy Collective
- Location
- Polska Poland
- Posted
- 1 year ago
Job description
- 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.
Your 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 (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.
Benefits
Flexible payment options: choose the method that works best for you.
Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.
Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.
Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.
Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.
Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow.
Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins.
Required skills
- compliance
- leadership
- team management
- reporting
- crm
- igaming
- performance reviews
- certifications
- strategic planning
- analytics
- a/b testing
- coaching
- sms
- recruiting
- onsite
- product
- bonuses
- career growth
- conversion optimization
- therapy sessions
- bi
- braze
- segmentation
- push
- in-app
- sports
- campaign performance
- telegram
- laptops
- vip
- holidays
- team-building events
- courses
- modern equipment
- multivariate testing
- messengers
- language courses
- missions
- headphones
- gamification
- affiliate
- monitors
- reactivation
- player segments
- viber
- emarsys
- smartico
- benefit cafeteria
- conversion funnels
- motivations
- cashback
- player retention
- financial perks
- multichannel
- tax assistance
- industry conferences
- optimove
- flexible payment options
- learn and grow
- customer.io
- promo
- player lifecycle
- behavior patterns
- engagement stages
- tier 1 markets
- local player expectations
- arpu growth
- campaign quality
- automated crm flows
- predictive logic
- motivational models
- loyalty mechanics
- level-ups
- analytics and testing processes
- b-day
- work milestones
- comfortable workflow
- local setup
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