Director of Customer Engagement - CRM

Triskel Consulting; Madrid; Presencial; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

A high-growth multi-brand organization is seeking a Director of Customer Engagement in Madrid to enhance customer interactions and loyalty. This critical role requires a top-level CRM leader to develop strategies, optimize experiences, and manage a dedicated team of over 100 professionals. Candidates should possess a strong background in CRM, leadership abilities, and paid experience in both traditional CRM and the iGaming sector. This position offers a robust opportunity to contribute to the company's growth and success. Candidates must be data-driven and customer-oriented.

Formación

• Proven work experience as a Director of CRM or similar role.
• Experience in traditional CRM roles and iGaming sector.
• Experience in leading teams of 100+ people.

Responsabilidades

• Develop and implement customer engagement strategies.
• Align initiatives with business objectives.
• Oversee customer engagement activities.

Conocimientos

Customer acquisition strategies

Data analysis

Leadership

Communication

Problem-solving

CRM systems knowledge

Educación

Bachelor’s degree in Marketing or Business Administration

Master’s degree

Herramientas

Excel

SQL

Tableau

Descripción del empleo

Our client is a high-growth, multi-brand organization operating across multiple markets in the world. To take their engagement and retention to the next level, they are looking for a Director of CRM.

About the Role

We are looking for a top-level CRM Leader to join our client as the Director of Customer Engagement. This individual will bring forward‑thinking ideas, knowledge, and practices to add significant value to our business. The role is crucial as they aim to enhance customer interactions and loyalty, ensuring the company remains ahead of industry trends and continues to meet the evolving needs of its clients.

The Director of Customer Engagement will be instrumental in driving CRM strategies, optimizing customer experiences, and leading a dedicated team of over 100 professionals. This position is essential for sustaining the company growth momentum and achieving its ambitious goals.

Responsibilities

• Develop and implement comprehensive customer engagement strategies to enhance customer loyalty and retention.
• Align engagement initiatives with overall business objectives and marketing strategies.
• Oversee the day‑to‑day operations of customer engagement activities, ensuring data integrity and system efficiency.
• Lead the selection, implementation, and optimization of engagement tools and technologies.
• Ensure the CRM system provides an effective sales funnel.
• Manage customer registration, retention, activation, reactivation, and other CRM strategies.
• Design and execute targeted marketing campaigns to drive customer engagement and satisfaction.
• Develop personalized communication strategies to enhance the customer experience.
• Oversee top‑line management of customer acquisition strategies.
• Plan and manage multi‑channel marketing campaigns (email, SMS, push notifications, etc.).
• Assist with organizing promotional events to reach prospective customers.
• Analyze customer data to identify trends, insights, and opportunities for growth.
• Track marketing metrics and trends, such as conversion rates and web analytics.
• Create and present regular reports on engagement performance, customer behavior, and campaign effectiveness.
• Work closely with marketing, sales, and customer service teams to ensure a cohesive approach to customer engagement.
• Partner with IT and data teams to ensure seamless integration of engagement systems with other business platforms.
• Manage and mentor a team of customer engagement specialists and analysts.
• Foster a culture of continuous improvement and innovation within the engagement team.

Requirements

• Bachelor’s degree in Marketing, Business Administration, or a related field. Master’s degree preferred.
• Proven and successful work experience as a Director of CRM or similar role.
• Experience in both traditional CRM roles and the iGaming sector is a great advantage.
• Experience in leading teams of 100+ people.
• Solid background in customer acquisition strategies.
• Knowledge of CRM systems and principles, particularly customer lifecycle touchpoints such as email, SMS, push notifications, and more.
• Technical expertise with CRM and analytical systems.
• Experience in land‑based or online gambling business is a plus.
• Strong analytical and problem‑solving skills.
• Exceptional leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting tools (e.g., Excel, SQL, Tableau).
• Ability to manage marketing projects end‑to‑end.
• Customer‑oriented attitude with a focus on enhancing the customer experience.