CRM Strategy Lead - iGaming & Agency Oversight

R77 Global; Dubai; On-site; AED 257,000 - 368,000; Full time

Job summary

A leading iGaming operator in Dubai is seeking a CRM Supervisor to lead customer retention strategies. The successful candidate will manage the relationship with an external CRM agency, oversee campaign quality, and analyze CRM performance metrics. Required qualifications include extensive CRM experience in the iGaming industry, knowledge of player lifecycles, and strong communication skills. This role offers an opportunity to drive strategy in a dynamic environment focused on player retention and regulatory compliance.

Qualifications

• Proven CRM experience in the iGaming/online casino industry is essential.
• Experience managing or overseeing an external CRM agency or central team.
• Strong understanding of player lifecycles, segmentation, and retention mechanics.
• Confident working with data and KPIs related to retention, churn, and ROI.
• Solid knowledge of responsible gaming principles and regulatory expectations.
• Excellent communication and stakeholder management skills.
• Fluent in English, both written and spoken.

Responsibilities

• Own the agency relationship and act as the primary point of contact.
• Steer CRM strategy and approve CRM roadmaps and campaigns.
• Monitor and analyze key CRM KPIs.
• Hold the agency accountable and lead performance review meetings.
• Identify gaps in player lifecycle and instruct the agency on optimizations.
• Collaborate with various departments to support campaign delivery.
• Ensure compliance with responsible gaming and regulatory guidelines.
• Prepare internal reports on CRM performance and opportunities.

Skills

CRM experience in the iGaming/online casino industry

Managing or overseeing an external CRM agency

Understanding of player lifecycles

Working with data and KPIs

Knowledge of responsible gaming principles

Communication and stakeholder management skills

Fluent in English

Job description

A leading iGaming operator in Dubai is seeking a CRM Supervisor to lead customer retention strategies. The successful candidate will manage the relationship with an external CRM agency, oversee campaign quality, and analyze CRM performance metrics. Required qualifications include extensive CRM experience in the iGaming industry, knowledge of player lifecycles, and strong communication skills. This role offers an opportunity to drive strategy in a dynamic environment focused on player retention and regulatory compliance.