CRM Supervisor

Introduction

R77 is supporting a leading online casino / iGaming operator based in Dubai in their search for a CRM Supervisor.

This position sits within the clients organisation and the successful candidate will be hired directly by them. R77s role is purely to support the hiring process.

About the Role

We are looking for a CRM Supervisor with solid iGaming / online casino experience to take ownership of our customer retention strategy not by executing campaigns directly but by leading and managing our external CRM management company.

This role is all about direction control and results: you will review challenge and refine the agencys work to make sure every campaign supports our commercial targets brand positioning and regulatory obligations.

Key Responsibilities

• Own the agency relationship act as the primary point of contact between our business and the external CRM management company.
• Steer the CRM strategy review and approve CRM roadmaps campaign calendars segmentation strategies and player journeys across all key markets.
• Quality control of campaigns validate copy offers targeting and timing to ensure all communications are on-brand compliant and commercially sound.
• Performance oversight monitor and analyse key CRM KPIs such as:
• Retention and reactivation rates
• Churn and player re-engagement
• ARPU NGR bonus cost and campaign ROI
• Hold the agency accountable lead regular performance review meetings agree on clear KPIs and deadlines and ensure corrective actions are implemented when needed.
• Identify gaps & opportunities spot weak points in the lifecycle (onboarding early churn VIP reactivation re-deposit etc.) and instruct the agency on how to optimise.
• Internal coordination collaborate with Marketing Product Design VIP CS and Payments to ensure the CRM partner has everything required to deliver effective campaigns.
• Compliance & RG focus ensure that all player communications are aligned with responsible gaming local regulations and internal compliance guidelines.
• Reporting & insight prepare concise internal reports on CRM performance key learnings tests and opportunities for further growth.

Skills & Experience

Must have:

• Proven CRM experience in the iGaming / online casino industry (this is essential).
• Experience managing or overseeing an external CRM agency or central CRM team not just executing campaigns.
• Strong understanding of player lifecycles segmentation and retention mechanics within iGaming.
• Confident working with data and KPIs (retention churn ARPU NGR bonus cost ROI).
• Solid knowledge of responsible gaming principles and regulatory expectations in online gaming.
• Excellent communication and stakeholder management skills able to challenge influence and guide agency partners and internal teams.
• Fluent in English both written and spoken.

Nice to have:

• Experience in fast-growing or multi-market iGaming brands.
• Previous exposure to CRM tools and platforms used in the iGaming space (e.g. Optimove Salesforce Braze or similar).
• Experience working in or with teams based in the Middle East / Dubai.