CRM Lead
LeoVegas is looking for a CRM Lead to focus on onboarding and reactivation strategies across a regional cluster. The role involves translating commercial priorities into effective CRM plans and taking ownership of the planning, structure, and optimisation of customer journeys to achieve measurable commercial outcomes.
This position requires a hands-on approach to campaign planning and execution. The CRM Lead will work closely with CRM specialists to ensure high standards of delivery, identify opportunities for operational efficiency, and maintain alignment with broader business objectives and market-specific opportunities.
- Support the CRM Team Manager/Lead in translating regional business priorities into effective onboarding and reactivation plans, helping shape campaign calendars, customer journeys and tactical initiatives that deliver against commercial objectives.
- Build strong relationships with Country Management and key cross-functional stakeholders, ensuring CRM activity is aligned with wider commercial objectives, trading priorities and market-specific opportunities.
- Partner with CRM Specialist/s throughout the end-to-end process, reviewing campaign plans, performance and optimisation opportunities while sharing knowledge and best practice to continually improve campaign quality and commercial performance.
- Act as the subject matter expert for the Onboarding & Reactivation workstream, providing guidance on customer behaviour, lifecycle best practice and campaign approaches to support informed decision making.
- Provide operational support across the Onboarding & Reactivation workstream, helping to prioritise activity, resolve delivery challenges and remove blockers to ensure CRM plans are delivered efficiently and to a high standard.
- Take ownership of complex CRM activity where additional expertise is required, including onboarding and reactivation journey development, promotional configuration and campaign optimisation, ensuring solutions are commercially effective and aligned to CRM best practice.
- Review campaign performance alongside CRM Specialists, identifying trends, commercial opportunities and actionable recommendations that improve future CRM activity and customer outcomes.
- Identify opportunities to improve CRM processes and ways of working, driving efficiencies that reduce campaign delivery times and improve the quality and consistency of execution across the workstream.
- Collaborate closely with the Enablement team to maximise the use of CRM technology, support the adoption of new platform capabilities and continuously improve CRM delivery and automation.
- Ensure all onboarding and reactivation activity is delivered in line with local regulations, responsible gambling requirements and internal governance standards.
- Strong understanding of customer lifecycle management, onboarding, reactivation and early lifecycle customer behaviour (required).
- Experience planning, building and optimising multi-channel CRM campaigns, customer journeys and promotional activity (required).
- Strong commercial awareness with the ability to translate business priorities into effective CRM initiatives (required).
- Excellent analytical skills, with the ability to interpret campaign performance, identify trends and translate insights into practical recommendations (required).
- Strong stakeholder management and collaboration skills, with the ability to build effective working relationships across Country Management, Product, Performance Marketing and Enablement teams (required).
- Experience identifying operational improvements and implementing more efficient ways of working (required).
- Hybrid work policy.
- 4 weeks of Workation (T&C apply).
- Well-being allowance to support your active lifestyle.
- Private health insurance.
- Discounts across a range of retailers, gyms, bars and restaurants.
- Employee assistance program that can provide help and guidance during challenging moments.
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.