Head of CRM - Regulated Markets

Our client is a rapidly growing digital services provider with active operations in both Europe and the Americas. They are now looking for a Head of Regulated CRM to lead the strategy, execution, and scale-up of their CRM efforts in these regions. If you’re a senior leader with deep expertise in regulated environments and a passion for data-led, compliant, and high-performing CRM, this role is for you.

• Own and evolve the regulated CRM strategy across key European and American markets, balancing compliance with commercial growth.
• Drive lifecycle campaign performance across diverse jurisdictions, ensuring tailored player experiences that meet both local regulations and player expectations.
• Ensure 100% alignment with national regulations and licensing conditions, including communication limitations, promotional rules, and responsible gaming.
• Be a key stakeholder in lifecycle planning across acquisition, onboarding, engagement, churn prevention, and reactivation with a focus on increasing LTV and retention.
• Establish and contribute to scalable CRM workflows, automation practices, and audit-proof documentation to ensure precision, efficiency, and clarity across teams.
• Partner with Legal, Compliance, Product, Data, and Brand teams to create CRM initiatives that are not just compliant, but market-leading.
• Shape the direction and growth of regional CRM teams, ensuring high standards, strong ownership, and a performance-oriented culture.

• CRM Seniority: 5+ years in CRM with senior leadership responsibility, ideally across regulated verticals (iGaming, fintech, etc.) and multiple international markets.
• Strong working knowledge of CRM compliance requirements in both European markets (e.g., Sweden, Denmark, Spain, Italy) and American markets (e.g., Ontario, New Jersey, Colombia, etc.).
• Ability to adapt strategies across very different regulatory environments while maintaining operational consistency.
• Comfortable setting the vision, but also willing to dive into the operational detail when needed.
• Excellent collaboration skills with the ability to align multiple teams across legal, brand, commercial, and tech.
• A natural leader who builds trust, fosters accountability, and knows how to scale teams for success.