Head of CRM
As the Head of CRM, you will lead the strategic execution, optimization, and long-term evolution of our CRM systems and campaigns. You will be responsible for ensuring operational reliability, technical readiness, and scalable campaign delivery while partnering closely with marketing, analytics, product, and technical teams. This role requires a hands-on leader who can combine CRM strategy, performance analysis, process improvement, and team leadership to support customer retention and long-term business growth.
- Lead the execution, optimization, and support of CRM campaigns aligned with business and customer lifecycle goals.
- Partner with marketing, analytics, and technical teams to troubleshoot campaign issues and improve overall CRM performance.
- Ensure accuracy in audience segmentation, targeting logic, campaign workflows, and CRM execution processes.
- Monitor CRM platform performance, campaign KPIs, and service reliability, and provide clear reporting to internal stakeholders.
- Translate performance trends and campaign outcomes into actionable recommendations for optimization and growth.
- Act as the escalation point for CRM-related operational or technical issues and coordinate timely resolution.
- Conduct root cause analysis on recurring issues and implement long-term solutions to improve system stability and campaign effectiveness.
- Mentor and develop CRM support and execution teams, building technical capability and a culture of continuous improvement.
- Lead onboarding, training, and change management initiatives to support adoption of new processes, system updates, and best practices.
- Evaluate new CRM technologies, automation tools, and workflow enhancements to improve scalability, efficiency, and long-term operational excellence.
- Proven experience in CRM operations, CRM marketing, lifecycle management, or marketing technology, ideally in a senior leadership role. (required)
- Strong understanding of CRM platforms such as Salesforce, HubSpot, Braze, or similar systems. (required)
- Demonstrated ability to lead cross-functional teams and work effectively with technical partners, vendors, and business stakeholders. (required)
- Strong analytical mindset with the ability to turn campaign performance and platform data into strategic recommendations. (required)
- Experience managing CRM service delivery, campaign execution workflows, and operational issue resolution. (required)
- Excellent communication, leadership, project management, and problem-solving skills. (required)
- Strong understanding of process optimization, documentation, and scalable CRM operations. (required)
- Familiarity with data privacy regulations and marketing compliance requirements, including GDPR or similar frameworks. (required)
- Ability to balance strategic ownership with hands-on operational execution in a fast-paced environment. (required)
- Experience with automation tools, customer journey orchestration, and A/B testing frameworks. (preferred)
- Understanding of API integrations and broader marketing technology ecosystems. (preferred)
- Working knowledge of SQL, Excel, or other analytics tools used for CRM reporting and performance analysis. (preferred)
- Experience in iGaming, sports betting, fintech, or another highly regulated and data-driven industry. (preferred)
- Discretionary, performance based Bonuses
- Comprehensive medical, dental, and vision + 401(k)
- Generous PTO policy
- Partially subsidized in-office breakfasts and lunches
- Collaborative, international team that celebrates milestones and wins together
- Strong opportunities for professional development and ownership within a scaling organization
Soft2Bet is a leading iGaming turnkey solutions provider that delivers high-quality products and services for online gambling operators. The company is known for its Motivational Engineering Gaming Application (MEGA), proven to enhance retention and engagement. Soft2Bet has deployed numerous successful iGaming brands and holds more than 16 global licences.