Head of CRM (Fort Lee)

Are you ready to own CRM strategy, optimize lifecycle execution, and drive customer engagement in a fast-paced iGaming environment?

Soft2Bet , a leading international iGaming and sports betting company, is seeking a Head of CRM to lead scalable lifecycle strategies and strengthen CRM operations across its digital business. If you’re a hands-on leader who combines strategic thinking with operational excellence, this is an opportunity to shape customer retention and long-term growth in a highly dynamic environment.

Location : Fort Lee, NJ (100% On-site)

⏰ Work Mode : Full-time, office-based (Remote or hybrid not available)

️ The Role

As the Head of CRM , you will lead CRM strategy, execution, and optimization while ensuring strong operational reliability and campaign performance. You’ll partner closely with marketing, analytics, product, and technical teams to improve campaign delivery, strengthen segmentation, and build a more scalable CRM function.

What You’ll Do

• Lead the execution, optimization, and support of CRM campaigns aligned with customer lifecycle and business goals.
• Partner with marketing, analytics, and technical teams to troubleshoot issues and improve CRM performance.
• Ensure accuracy in audience segmentation, targeting logic, campaign workflows, and execution processes.
• Monitor CRM platform performance, campaign KPIs, and service reliability, and report key insights to stakeholders.
• Translate campaign outcomes and performance trends into actionable recommendations for optimization and growth.
• Act as the escalation point for CRM-related operational or technical issues and coordinate timely resolution.
• Conduct root cause analysis on recurring issues and implement long-term solutions to improve stability and effectiveness.
• Mentor and develop CRM support and execution teams, building technical capability and a culture of continuous improvement.
• Lead onboarding, training, and change management initiatives to support new processes, system updates, and best practices.
• Evaluate CRM technologies, automation tools, and workflow enhancements to improve scalability and operational excellence.

What We’re Looking For

• Proven experience in CRM operations, CRM marketing, lifecycle management, or marketing technology, ideally in a senior leadership role.
• Strong understanding of CRM platforms such as Salesforce, HubSpot, Braze, or similar systems.
• Demonstrated ability to lead cross-functional teams and work effectively with technical partners, vendors, and business stakeholders.
• Strong analytical mindset with the ability to turn campaign and platform data into strategic recommendations.
• Experience managing CRM service delivery, campaign execution workflows, and operational issue resolution.
• Excellent communication, leadership, project management, and problem-solving skills.
• Strong understanding of process optimization, documentation, and scalable CRM operations.
• Familiarity with data privacy regulations and marketing compliance requirements, including GDPR or similar frameworks.
• Ability to balance strategic ownership with hands-on operational execution in a fast-paced environment.

⭐ Nice to Have

• Experience with automation tools, customer journey orchestration, and A/B testing frameworks.
• Understanding of API integrations and broader marketing technology ecosystems.
• Working knowledge of SQL, Excel, or other analytics tools used for CRM reporting and performance analysis.
• Experience in iGaming, sports betting, fintech, or another highly regulated, data-driven industry.

Why Join Soft2Bet?

Bonuses : Discretionary, performance-based

Benefits : Comprehensive medical, dental, and vision + 401(k)

Time Off : Generous PTO policy

Perks : Partially subsidized in-office breakfasts and lunches

Culture : Collaborative team that celebrates milestones and wins together

Growth : Professional development and ownership within a scaling organization

Soft2Bet is proud to be an Equal Opportunity Employer. We believe diverse perspectives make us stronger and provide equal employment opportunities to all applicants regardless of race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.