Head of CRM (Hybrid)

We’ve been turning job searches into exciting new beginnings for 18 years! With offices
in Bulgaria and Serbia, we connect top talent with leading Bulgarian and international
companies. We believe in helping people grow into their best selves, and our ever-growing
network of happy candidates and clients is what drives us forward. Let’s shape the future
together!

For one of our clients – a premier technology partner to the gambling industry, backed by
more than 25 years of unrivaled international know-how, we are on a lookout for а Head of
CRM (Hybrid).

Essential Duties and Responsibilities:
* Own and manage CRM P&L, budgets, and key player engagement and retention KPIs across
Casino and Sportsbook;
* Define, develop, and execute the CRM strategy covering acquisition, retention, cross-sell,
content, and full player lifecycle management;
* Lead and oversee the CRM team and daily digital operations, ensuring timely and high-
quality campaign execution;
* Analyse, report, and present CRM performance, campaign effectiveness, player behaviour
insights, and market trends to senior stakeholders;
* Drive platform optimisation by identifying opportunities for new features, process
improvements, and initiatives that enhance revenue and player experience;
* Ensure seamless coordination with Customer Support, Risk, Payments, Fraud, Marketing,
Product, and Operations teams for CRM-related activities and issue resolution;
* Own the CRM roadmap, including segmentation, automation flows, integrations, quality
control of content, and effective management of CRM processes and tickets.

Requirements:
* 3–5+ years of proven CRM management experience within online casino and/or sportsbook environments;
* Strong understanding of player behaviour and lifecycle management, including acquisition,
onboarding, retention, churn prevention, reactivation, and loyalty;
* Advanced knowledge of CRM tools, segmentation strategies, automation, and campaign
costing, with solid budget management experience;
* Highly analytical and numerate, with the ability to make data-driven decisions and present
insights clearly using Excel and PowerPoint;
* Excellent leadership and organisational skills, able to manage teams, multiple projects, and
tight deadlines autonomously;
* In-depth knowledge of sports betting markets, betting types, industry trends, and relevant
gambling regulations and compliance requirements;
* Fluent English communication skills, with strong presentation abilities and a high level of
attention to detail.

Our client offers:
* Competitive benefits package including food allowance, health insurance, and discounted
Multisport card from day one;
* Additional bonuses such as baby bonus, newlywed bonus, refer-a-friend incentives, and
access to EAP support;
* Corporate taxi scheme for late shifts, plus regular company social events and continuous
training programs;
* After 6 months: supplemental dental plan, life insurance, monthly utilities allowance, and
annual wellness budget;
* Five extra vacation days per year (available after the first 20 days and non-transferable);
* After 12 months: annual performance bonus of up to one full monthly salary;
* A supportive work environment with opportunities for growth, creativity, and professional development;
* Standard working hours, with the option for a hybrid work model after the third month.

If you feel excited and confident that you’re the perfect fit, we encourage you to take the next
step. Kindly share your detailed resume in English when you get a chance. (and don’t forget
to include the reference number MA_).

Rest assured that we will reach out promptly to the candidates whose profiles closely match
our requirements. Your privacy is of utmost importance to us, and all your information is
safeguarded in compliance with the regulations of the Commission for the Protection of
Personal Data (Астреа Рикрутмънт ЕООД, license No 1809).