The Head of CRM Planning & Operations is a strategic leadership role responsible for the planning, execution, and effectiveness of CRM campaigns that drive the P&L results across multiple markets. This role requires influencing local market CRM strategies and ensuring flawless execution through a matrix structure where day-to-day campaign plans are developed locally but require high-level guidance and alignment to global business objectives. Working closely with cross-functional teams, this role will ensure each market’s CRM plan is robust, impactful, and fully optimized for customer acquisition, retention, and profitability.

As the Head of the CRM Planning & Operations team, you will lead and manage a team of CRM Planning & Ops Campaign Specialists. Together, you’ll work with local teams to ensure quality campaign execution and operational excellence, enabling consistent high performance and the capacity to manage planned initiatives and contingencies effectively.

A taste of what you will be doing;

• Lead the strategic development and high-level planning of CRM campaigns that align with the business’s P&L objectives across multiple markets.
• Partner with local market CRM teams to influence and guide the development of day-to-day campaign plans, ensuring alignment with overall business goals and local market requirements.
• Oversee and optimize the annual CRM calendar for all targeted and public promotions, ensuring consistency and alignment with global business strategies and revenue targets.
• Ensure flawless execution of CRM campaigns across all markets by developing robust operational workflows, enforcing quality standards, and implementing contingency plans and market-specific needs.
• Directly manage a team of CRM Planning & Ops Campaign Specialists, enabling them to provide support, guidance, and high-quality execution assistance to local teams.
• Lead the development of annual CRM budgets, aligning key performance indicators with business revenue and profit targets.
• Monitor promotional spending, reviewing operational invoices, and overseeing CRM-related expenditures to ensure alignment with financial goals.

What you’ll bring:

• Experience: 10+ years in CRM management or campaign planning within a matrixed environment, preferably within the gambling or online gaming sector. Significant experience with P&L responsibility and delivering high-impact campaigns across diverse markets.
• Leadership Skills: Proven record of leading cross-functional teams, particularly in a matrixed environment, with the ability to influence without direct control.
• Technical Skills: Proficiency in CRM tools, data analysis, campaign planning, automation, and performance tracking.
• Analytical Acumen: Strong ability to interpret campaign data and financial reports to optimize CRM plans in alignment with business objectives.
• Financial Literacy: Experience in budget management, P&L analysis, and cost control within a CRM or campaign management function.

Reach out to find our more about this incredibly successful and fast-growing, global operator.