As a CRM Execution Chapter Lead, you will be responsible for overseeing the design, and continuous improvement of all operational processes and workflows that support CRM execution and quality assurance across execution chapters. You will translate high-level CRM Operations Strategy and roadmap into actionable day-to-day processes, ensure flawless execution, maintain high quality standards, and drive operational excellence.

You will ensure that CRM execution and quality control workflows run smoothly and in alignment with business objectives, department wide automation initiatives and strong customer-centric focus.

You will have an opportunity to lead:
      
CRM Operations Excellence and Innovation:

• Coordinate establishment and optimization of all CRM operational workflows, including execution, automations, and quality control

• Manage day-to-day operational workload; establish an effective task assignment system, monitor performance and process discipline, ensure timelines and SLAs are met according to agreed plans. 

• Ensure campaigns and communications go live as planned, with high quality, strong customer focus, and commercial impact

• Collaborate with CRM Operations Trainer to implement a well-rounded CRM Training Strategy aligned with business objectives

• Serve as the point of contact between CRM Execution Chapter, Infrastructure, Product to design, document, and maintain standard operating procedures (SOPs) and process documentation: from execution, quality assurance, to automation and innovation processes, and other relevant areas

• Ensure all established operational processes are bottleneck free, scalable and repeatable across multiple brands and markets

• Oversee execution and quality control of CRM campaign outputs to ensure accuracy, compliance, and reliability

• Coordinate cross-functional execution of CRM campaigns; liaise with CRM Strategy, CRM Product, Data and other internal or external stakeholders to ensure smooth implementation

• Act as a point of contact for operational issues or blockages, troubleshoot and resolve execution problems, coordinate fixes, and ensure minimal downtime

• Ensure operational deliverables align with broader CRM product/infrastructure roadmap and business objectives

• Run regular meetings (post-mortem retrospectives, problematic campaign reviews) to align on strategy, execution, content and design teams shared lessons and play a part in streamlining establishment of smooth solutions

• Act as the contact between the CRM Operations Chapter and other CRM functions - Strategy, Product, Infrastructure as well as Data and relevant external stakeholders including 3rd party platforms to maintain efficient, stable CRM tools, automations, and data flows

• Collect feedback and provide data-driven suggestions on a regular basis focusing on improvements in CRM infrastructure systems, tools, and automations

• Foster a data-driven culture by using performance insights, QA findings, and operational metrics to continuously refine workflows and improve execution quality

• Implement data-based prioritization to balance workload, estimate task complexity, and adjust capacity in line with business needs

• Drive continuous improvement through rapid iteration, experimentation, and validation of workflow enhancements

• Collaborate with senior management on capacity management issues, resource allocation, team KPI framework and other fundamental items to ensure operational excellence

Team Leadership and Governance:

To be successful in this role, you need to have:

• 2+ years of management and leadership experience in iGaming, data-driven environment in CRM Operations, CRM Technology, Marketing Operations, or Lifecycle Marketing

• A solution-oriented and proactive mindset, with the ability to evaluate new ideas objectively, identify operational opportunities, and help shape them into practical, high-quality execution plans

• A strong understanding of CRM automation, workflows, segmentation, lifecycle logic, and event-driven data flows

• Hands-on experience configuring and implementing CRM automations and tracking their performance, efficiency, and impact

• Strong interest and openness to using AI or automation tools to streamline CRM processes

• Practical knowledge working with and optimizing CRM systems and 3rd-party marketing platforms

• Experience contributing to scalable operational processes, governance standards, and performance monitoring frameworks

• Solid analytical skills to assess task complexity, troubleshoot operational inefficiencies, and recommend measurable improvements

• Strong cross-functional communication and stakeholder management abilities, collaborating closely with Strategy, Product, Data, and Infrastructure teams

• Demonstrated ability in time-management, task planning, prioritization, and coordination, ensuring smooth execution across multiple CRM initiatives

• Ability to work efficiently in an Agile environment and operate effectively within a Chapter-based workflow model

We will show our gratitude by:

• Offering working tools of employees´ own choice – Company makes sure everyone feels comfortable in the office and has all the necessary tools one might need

• Creating an exciting and fun international English-speaking environment

• Working in a modern office in Ülemiste City

• Organizing different company and team events

• Offering extra sports compensation via Stebby + private health insurance

• Creating an opportunity to learn and develop

• Offering a competitive salary based on experience and an awesome benefits package

If this seems like a challenge you are looking for, apply and let’s have a chat!

Sounds great but what do we do?
We are a growing company focused on the use of data to benefit e-commerce operations. Our Data Scientists provide decision-making assistance and models to improve operational efficiency and customer experience. The Analytics team provides insights on specific topics. Our Business Intelligence team makes information accessible. Together with the right technology we deliver the foundation for highly automated and effective CRM solutions.

Learn more about NabuMinds: https://nabuminds.com

As we strive to achieve our mission we reaffirm our commitment to Diversity, Equity, and Inclusion (DEI). We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward and to tell our story. Each employee is encouraged to bring their whole self to work, knowing that NabuMinds values individuality as much as we value collaboration.