Head of CRM

We are looking for the Head of CRM to lead and scale our multi-brand CRM ecosystem across four key domains: Strategy, Product, Operations, and Infrastructure.
Your mission is to lead a data-driven, customer-centric CRM organization that turns automation, technology, and creativity into sustainable business growth.

The Head of CRM is an inspiring leader who fosters a culture of excellence, ownership, and innovation. They empower the team to achieve ambitious growth goals and ensure that all CRM initiatives are both data-driven and customer-centric.

This role blends marketing leadership, data analytics, and product innovation. You'll orchestrate how our brands communicate, automate, and engage with customers - ensuring every campaign and interaction delivers measurable impact and long-term value.

You will shape CRM strategy, oversee technology integration, manage operational excellence, and build a strong infrastructure foundation for scalable, high-performance CRM execution across brands.

You Will Lead 4 Core Areas:

 CRM Strategy:

• Own the lifecycle of CRM campaigns: from early onboarding and engagement to retention and reactivation

• Drive campaign planning through automation, customer journeys, segmentation, and bonus mechanics

• Oversee brand-dedicated CRM strategists and ensure a consistent, personalized communication approach

• Continuously improve communication flows, implementing testing frameworks to validate performance

• Educate teams to make data-driven decisions, applying statistical principles such as margin of error and statistical significance to assess results

• Monitor bonus costs, optimize cost centers, and balance tool performance vs. spend

• Champion experimentation, personalization, and continuous performance optimization

CRM Product & Technology:

• Define and evolve the CRM product strategy, ensuring alignment with business and marketing objectives

• Lead the evaluation and integration of new tools, focusing on cost-efficiency, functionality, and scalability

• Collaborate with development teams to build CRM functionality in-house, enhancing autonomy and innovation

• Own the CRM roadmap: defining priorities for automation, segmentation, and data flow improvements

• Partner with BI, Data Science, and Product teams to ensure actionable insights and seamless integrations

CRM Operations:

• Lead CRM operations teams responsible for campaign setup, configuration, and QA across all brands

• Guarantee flawless execution through robust quality assurance and testing processes 

• Organize operations into agile and cross-functional teams

• Streamline workflows and eliminate inefficiencies through automation and best practices

• Ensure the highest level of accuracy and compliance in all customer-facing activities

CRM Infrastructure & Enablement:

• Establish and lead the new CRM Infrastructure team, focused on maintaining, optimizing and onboarding new CRM tools.

• Manage tool vendors, integrations, and communication channel scalability.

• Ensure knowledge-sharing, documentation, and internal certification processes are in place to strengthen CRM capabilities across the company.

• Continuously assess the effectiveness of the CRM tech stack and recommend improvements for cost and performance optimization

As the Head of CRM, you will build and scale the CRM department, strengthen internal expertise, and drive innovation. You'll lead with empowerment, transparency, and collaboration, fostering a culture of ownership, continuous learning, and inclusivity.
By setting clear objectives, monitoring performance, and aligning CRM with broader business goals, you will ensure measurable results and unified execution across teams.

To be successful in this role, you need to have:

• 3-5 years of experience leading CRM or retention marketing teams in the iGaming or digital marketing industry

• In-depth knowledge of the iGaming ecosystem, including affiliates, performance marketing, and CRM/retention dynamics

• Strong expertise in CRM systems, automation platforms, and multi-brand operations, including segmentation, personalization, and multichannel communication strategies

• Exceptional communication and stakeholder management skills, with the ability to align cross-functional teams and external partners

• Demonstrated success in scaling marketing operations across multiple markets and geographies

• Proven ability to build brand presence and drive sustainable revenue growth through strategic CRM initiatives

• Ability to perform and make decisions in a fast-paced, regulated, and competitive environment

• Solid understanding of statistics, testing methodologies, and data interpretation to inform strategy and optimization

• A data-driven mindset combined with creativity and strategic vision

• Experience defining and executing CRM product roadmaps and overseeing platform development

• Opportunity to hold a board seat and contribute to the company's strategic direction

• Bachelor's degree in Marketing, Business, Information Technology, or a related field (Master's degree preferred)

• Fluent in English, additional languages are considered an advantage
  

We will show our gratitude by:

• Offering working tools of employees´ own choice - Company makes sure everyone feels comfortable in the office and has all the necessary tools one might need

• Creating an exciting international English-speaking environment

• Working in a modern office in Ülemiste City 

• Organizing different company and team events

• Offering extra sports compensation via Stebby + private health insurance

• Creating an opportunity to learn and develop

• Offering a competitive salary based on experience and a benefits package

Sounds great but what do we do?
We are a growing company focused on the use of data to benefit e-commerce operations. Our Data Scientists provide decision-making assistance and models to improve operational efficiency and customer experience. The Analytics team provides insights on specific topics. Our Business Intelligence team makes information accessible. Together with the right technology we deliver the foundation for highly automated and effective CRM solutions.

Learn more about NabuMinds:

As we strive to achieve our mission we reaffirm our commitment to Diversity, Equity, and Inclusion (DEI). We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward and to tell our story. Each employee is encouraged to bring their whole self to work, knowing that NabuMinds values individuality as much as we value collaboration.