Director of CRM Performance & VIP

3 Months ago • 10 Years + • Account Management

Job Summary

Job Description

The Director of CRM Performance & VIP will lead the Global CRM & Engagement department, reporting to the Director of CRM & VIP. This role involves strategic vision and leadership to drive CRM and VIP initiatives across all markets. Responsibilities include communicating CRM and VIP performance updates to local Managing Directors, aligning CRM & VIP efforts with overall group objectives, conducting monthly business reviews, improving segmentation and campaign effectiveness, presenting KPIs, educating teams on CRM database operations, and supporting the development of machine learning models. The ideal candidate should have a strong background in CRM strategy, performance optimization, and stakeholder communication, as well as analytical skills and exceptional communication abilities. The role requires someone comfortable leading teams working with CRM Database Operations and SQL-based tools and having a collaborative approach.
Must have:
  • 10+ years in CRM and VIP
  • 5+ years in senior leadership role
Good to have:
  • Experience working with SQL and QlikSense

Job Details

Betsson Group is seeking a senior leader to join our Global CRM & Engagement department. Reporting directly to the Director of CRM & VIP, this is a fantastic opportunity to join a passionate team of CRM enthusiasts and make a significant impact across our global operations.

This role requires strategic vision, strong leadership, and a deep understanding of customer behaviour to drive CRM and VIP initiatives across all markets.

Key Responsibilities

Stakeholder Communication

  • Provide local Managing Directors with updates on CRM and VIP performance for their market.

Strategy Alignment

  • Collaborate with the Head of VIP and lifecycle leads to translate group strategy into actionable goals

  • Ensure all CRM & VIP efforts align with overall group objectives

Review & Optimise

  • Conduct monthly CRM & VIP business reviews with Analytics, focusing on budget investment and performance across lifecycle stages and customer segments

  • Use insights to continuously improve segmentation, offers, lifecycle management, and campaign effectiveness

  • Present CRM & VIP KPIs and optimisation initiatives to local Managing Directors

Automation Excellence

  • Educate CRM Campaign Operations teams on the capabilities of the CRM Database Operations function

  • Empower teams to leverage data and predictive models to build advanced segmentation and lifecycle automation

Audience Segmentation & Data Enhancement

  • Collaborate with the Data Product and Analytics teams to enhance audience segmentation

  • Support the development of machine learning models, performance dashboards, and campaign reporting tools

About You

Education

  • Bachelor’s degree in a relevant field or equivalent professional experience

Experience

  • 10+ years in CRM and VIP, preferably within the online gaming industry

  • 5+ years in a senior leadership role managing cross-functional teams

Key Skills

  • Strong background in CRM strategy, performance optimisation, and stakeholder communication

  • Analytical mindset with the ability to turn data into actionable insights

  • Exceptional communication and presentation skills

  • Comfortable leading teams working with CRM Database Operations and SQL-based tools

  • Collaborative, cross-functional approach to leadership

Desirable Skills

  • Experience working with SQL and QlikSense is a plus

Why Join Betsson?

Life at Betsson is fast-paced, exciting, and full of opportunities to make an impact. If you thrive in a dynamic environment where innovation, ownership, and collaboration are celebrated, you’ll fit right in.

Join a diverse and multicultural team where your contributions drive real change across a global business.

Ready to lead and inspire?

Apply now and take the next exciting step in your CRM leadership journey.

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