Head of CRM

Company Description

BrazilBet is one of the leaders in the gambling industry in Serbia, with over 30 years of successful operation. The company has about 400 employees and over 80 shops, providing all services in field of gambling. With high-quality facilities and services, BrazilBet combines industry standards with innovative offerings to provide unparalleled experiences to its customers. Join us and become part of a winning team

Role Description

This is a full-time hybrid role for the Head of CRM, based in Belgrade with flexibility for occasional remote work. The Head of CRM will oversee the development and execution of customer relationship strategies to retain and engage players. Responsibilities include analyzing user data to identify trends, segmenting markets, designing customer retention initiatives, and enhancing customer experiences. You will also lead and manage teams to ensure the alignment of CRM campaigns with broader business objectives.

The ideal candidate understands both the creative and analytical side of CRM, has strong experience within the iGaming industry, and knows what it takes to engage players in a highly competitive, fast-paced environment.

Key responsibilities

• Plan all acquisition and engagement activities and campaigns
• Lead a CRM team covering campaign management, analytics, customer communication, and design
• Optimize communication across multiple channels: email, SMS, push notifications, in-app messages, onsite personalization, web banners.
• Work closely with Product, Marketing, BI, Risk, and VIP teams to ensure aligned and impactful CRM initiatives.
• Oversee CRM tools and platforms, ensuring proper configuration, segmentation logic, and automation flows.

Qualifications

• 5+ years of CRM experience
  , with at least 
  2+ years
   within 
  iGaming
  .
• Proficiency in Customer Retention strategies and delivering optimized Customer Experience
• Strong Analytical Skills to interpret customer data and derive actionable insights
• Experience in Market Segmentation and creating targeted campaigns
• Team Management skills to guide and collaborate with cross-functional teams
• Ability to build effective processes for enhanced customer satisfaction and loyalty
• Strong communication and leadership skills
• Relevant CRM experience in the gambling or entertainment industry is a plus
• Bachelor's degree in Business, Marketing, or a related field