Head of Customer Relationship Management CRM Canada

As our Head of CRM for our Canadian Brands you will be a visionary and datadriven leader responsible for elevating our multibrand customer retention efforts in the fastpaced and dynamic iGaming industry. This pivotal role will shape the way we connect with our players by enhancing loyalty boosting retention and maximizing lifetime value.

In this role you will oversee a team of 5 directs to execute the impactful CRM strategy that youll set. Under your guidance the team design and execute targeted campaigns lifecycle automation and bonus reward strategies. Ensuring regulatory compliance and driving innovation in player engagement strategies will be at the heart of your responsibilities. Youll work collaboratively with crossfunctional stakeholders to deliver exceptional personalized player experiences that set our brands apart. Youll also work closely with the regional CRM teams to share learnings best practice and innovation.

Key Responsibilities:

Strategic Leadership

• Design and execute CRM strategies focused on customer acquisition retention reactivation and winback efforts.
• Develop a multichannel approach using email SMS push notifications and inapp messaging to maximize ROI.
• Leverage data and player insights to drive retention and crosssell opportunities across gaming verticals.
• Manage the generous rewards budget strategically to deliver positiveROI and an outstanding player experience

Team Leadership & Development

• Build mentor and lead a highperforming Canada CRM team with a culture of accountability and innovation.
• Set clear goals and KPIs ensuring alignment with organizational priorities.

Campaign Management

• Plan and oversee lifecycle campaigns including bonus offers loyalty rewards and crosspromotions.
• Lead efforts to improve evolution and excellence of our written CRM communications working with dedicated resources to improve email templates content composition copywriting etc.
• Create reactivation strategies for lapsed players and optimize messaging through A/B testing.
• Monitor campaign performance and adjust tactics dynamically to meet KPIs.                      

Analytics Reporting & Compliance

• Track and report key metrics such as retention rates churn ARPU and CLV.
• Use advanced analytics and predictive modeling to optimize performance and identify revenue opportunities in collaboration with CRM intelligence and insights team.
• Ensure adherence to iGaming regulations and responsible gaming practices in all CRM initiatives.

Innovation & Technology

• Explore and implement advanced tools for automation and personalization.

Stay informed on industry trends and incorporate them into CRM strategies to enhance player experiences

Qualifications :

Qualifications:

• Bachelors degree in Marketing Business Administration or related field; MBA preferred.
• 7 years of CRM experience with 3 years in leadership ideally in the iGaming industry or in an award/bonus incented B2C industry
• Proven track record in player retention engagement and reactivation campaigns.

Additional Information :

Diversity and equal opportunities:

As a global employer Entain is committed to providing a safe fun and inclusive culture where our people feel like they truly belong.

Where appropriate we will make reasonable adjustments to ensure the application process and role is fair for all candidates.

We are a multicultural business that values celebrates and respects individual differences so whatever your sexuality gender gender identity ability age race religion or belief you will have a voice here and the space to do your best work.

Our diverse internal networks provide the support for you to express your views and make a positive difference.

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Remote Work :

No

Employment Type :

Fulltime