CRM Supervisor

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

Introduction

R77 is supporting a leading online casino / iGaming operator based in Dubai in their search for a CRM Supervisor.

This position sits within the clients organisation, and the successful candidate will be hired directly by them. R77s role is purely to support the hiring process.

About the Role

We are looking for a CRM Supervisor with solid iGaming / online casino experience to take ownership of our customer retention strategy not by executing campaigns directly, but by leading and managing our external CRM management company.

This role is all about direction, control, and results: you will review, challenge, and refine the agencys work to make sure every campaign supports our commercial targets, brand positioning, and regulatory obligations.

Key Responsibilities

• Own the agency relationship act as the primary point of contact between our business and the external CRM management company.
• Steer the CRM strategy review and approve CRM roadmaps, campaign calendars, segmentation strategies, and player journeys across all key markets.
• Quality control of campaigns validate copy, offers, targeting and timing to ensure all communications are on-brand, compliant, and commercially sound.
• Performance oversight monitor and analyse key CRM KPIs such as:
• Retention and reactivation rates
• Churn and player re-engagement
• ARPU, NGR, bonus cost and campaign ROI
• Hold the agency accountable lead regular performance review meetings, agree on clear KPIs and deadlines, and ensure corrective actions are implemented when needed.
• Identify gaps & opportunities spot weak points in the lifecycle (onboarding, early churn, VIP, reactivation, re-deposit, etc.) and instruct the agency on how to optimise.
• Internal coordination collaborate with Marketing, Product, Design, VIP, CS and Payments to ensure the CRM partner has everything required to deliver effective campaigns.
• Compliance & RG focus ensure that all player communications are aligned with responsible gaming, local regulations, and internal compliance guidelines.
• Reporting & insight prepare concise internal reports on CRM performance, key learnings, tests, and opportunities for further growth.

Skills & Experience

Must have:

• Proven CRM experience in the iGaming / online casino industry (this is essential).
• Experience managing or overseeing an external CRM agency or central CRM team, not just executing campaigns.
• Strong understanding of player lifecycles, segmentation, and retention mechanics within iGaming.
• Confident working with data and KPIs (retention, churn, ARPU, NGR, bonus cost, ROI).
• Solid knowledge of responsible gaming principles and regulatory expectations in online gaming.
• Excellent communication and stakeholder management skills able to challenge, influence and guide agency partners and internal teams.
• Fluent in English, both written and spoken.

Nice to have:

• Experience in fast-growing or multi-market iGaming brands.
• Previous exposure to CRM tools and platforms used in the iGaming space (e.g. Optimove, Salesforce, Braze, or similar).
• Experience working in or with teams based in the Middle East / Dubai.