CRM Customer Engagement Lead

At Valsea, we’re shaping the future of entertainment with immersive, engaging experiences that captivate players worldwide. Based in sunny Marbella, Spain, our vibrant open-space office is home to an international team of developers, marketers, product owners, and much more.

Valsea operates a leading scalable technology platform, 100% owned by us. This gives us the freedom to deliver results fast. We integrate selected outside companies into our ecosystem to ensure we provide fresh and vibrant products for our customers.

We work in a fast-paced environment, creating new brands, maintaining and improving our tech stack, launching leading acquisition and retention campaigns, and developing fresh features. Our ethos is simple - be best-in-class in everything we do.

Despite our rapid growth, Valsea still has that exciting start-up feel. We embrace a hybrid working model to balance professional growth with personal well-being. With a dynamic work environment, attractive salary, and a culture that thrives on collaboration, our power is our people.

We provide company laptops and other things you may need to work comfortably. Remote workers are always invited to our annual company trip and other team events. Ready to be part of something exciting?

A Customer Engagement Lead who will oversee the non-Automation CRM functions, leading a team which includes CRM Campaign Coordinators, a CRM VIP Agent, and a CRM Sportsbook Coordinator. The role is responsible for the strategy, innovation, segmentation, execution, and performance of all customer engagement initiatives, including automation, mass campaigns, and specialized customer communications. A key aspect of the role is leveraging the planned CRM tool Smartico to optimize engagement and reporting.

• Lead and manage the Customer Engagement team within CRM, ensuring alignment across Automation, Campaign Management, VIP, and Sportsbook functions.

• Develop and implement a comprehensive CRM strategy to drive customer engagement, retention, and revenue growth. Oversee end-to-end customer segmentations, triggered communications, and mass campaigns.

• Coordinate and set up campaign plans across brands and customer segments.

• Ensure VIP and Sportsbook communications are personalized, timely, and high-impact.

• Utilize Smartico to streamline operations, optimize campaigns, drive innovations, improve segmentation (personal level) and monitor performance.

• Monitor KPIs, analyze results, and implement continuous improvement initiatives.

• Ensure compliance with data protection, privacy, and industry regulations.

• Collaborate closely with Content, Design, Product, and Data teams to maximize customer engagement and ROI.

• Degree in Marketing, Business, or related field preferred.

• Proactive, highly organized, and detail-oriented, with strong problem-solving and multi-tasking skills.

• 3+ years of experience in CRM, marketing automation, or customer engagement leadership.

• Proven experience managing CRM teams, including campaign coordinators and specialized roles (VIP/Sportsbook).

• Strong knowledge of CRM platforms; experience with Smartico is a strong plus.

• Excellent analytical skills and data-driven decision-making capability.

• Strong leadership, team management, and cross-functional collaboration skills.

• Exceptional communication and stakeholder management abilities.

• Experience in iGaming, Sportsbook, or high-volume digital marketing.

• Expertise in customer segmentation, personalization, and lifecycle marketing strategies.

• Experience managing VIP or high-value customer programs.

• Strategic thinking with focus on execution.

• Results-driven and performance-oriented.

• Ability to balance operational management with long-term planning. 

• Strong problem-solving skills and adaptability in a fast-paced environment.

The Customer Engagement Lead will drive customer retention, engagement, and lifetime value by unifying CRM activities under a cohesive strategy, leading a high-performing team, and leveraging Smartico to deliver targeted, data-driven campaigns.

• Hybrid working model (office 3 days/week)

• Innovative international company that uses cutting-edge tech equipment

• Collaborative teams and agile multicultural environment

• Competitive salary with flexible working hours

• 23 paid vacation days + public holidays

• Private health insurance for you and your family

• Free Online English/Spanish lessons

• Corporate events throughout the year

• Ongoing learning and professional development opportunities

• Daily breakfast and freshly cooked lunch 3 days a week

• 50% discount on personal training sessions and physiotherapy sessions

• Games room, full kitchen with hot drinks, fruit, soft drinks

• Gym, massage room and much more

At Valsea, we want diversity and inclusion in an environment where unique perspectives and new talents thrive. Join us in creating a workplace where everyone can shine and contribute to our collective success. Protecting your privacy and data security is a longstanding top priority for Valsea. Please consult our Privacy Notice (https://valsea.teamtailor.com/data-privacy) to learn more about how we collect, use and transfer the personal data of our candidates.

We’re a diverse team with great people from across the world. This position is only available as a hybrid position in Marbella (Spain). Please note that we are unable to sponsor work visas outside the EU.