Head of CRM Operations

The Head of CRM Operations oversees the departments responsible for CRM automation, optimization, execution, content production, and creative development.This role ensures that all CRM operational functions work as a cohesive, high-performing ecosystem. Team members across these departments are embedded into cross-functional CRM squads, while department leads act as chapter leads - driving process governance, consistency, and operational excellence.As the leader of CRM Operations, you will establish and execute the long-term CRM Operations strategy - expanding automation initiatives, introducing AI-driven process optimization, and accelerating overall time-to-market. You will ensure process clarity, eliminate operational bottlenecks, and build scalable workflows that support growth across all brands and markets.A core responsibility of this role is to maintain a healthy operational environment: ensuring balanced workloads across teams, building systems for knowledge sharing, and implementing performance monitoring frameworks. You will define and oversee KPIs that reflect operational quality, productivity, and the overall performance of CRM delivery.This role also includes partnering closely with Product to enhance internal CRM tools as well as 3rd-party platforms such as Solitics, Optimove, and Salesforce - ensuring that functionalities, integrations, and workflows support effective CRM operations and business scalability.You will have an opportunity to lead:CRM Operations Excellence and Innovation:Oversee CRM automation, optimization, execution, content, and creative functions across markets and brandsDevelop and implement a strategic roadmap for CRM Operations focused on automation scalability, AI adoption, and delivery speedEvaluate automation initiatives based on measurable success, performance impact, and positive ROIOptimize automation and workflow design to maintain scalable and low-risk operations, and use AI capabilities to accelerate execution, strengthen QA, remove manual overhead, and boost time-to-marketBuild transparent, scalable operational processes that remove bottlenecks and reduce riskEstablish governance frameworks managed by chapter leads to ensure process consistency across cross-functional CRM squadsDevelop and maintain a robust CRM QA framework ensuring accuracy, compliance, and reliability of all CRM outputsSet up structured knowledge sharing systems across teams to support alignment, learning, and process maturityImplement workload and capacity monitoring across teams to maintain balanced resource distributionPartner with CRM Strategy to validate and challenge complex automation setups, proposing measurable and sustainable alternativesCollaborate with Product to enhance internal CRM tools and improve functionality and reliability of 3rd-party platforms (Solitics, Optimove, Salesforce)Establish a CRM cost-monitoring and alerting system to track spend vs. budget and signal deviations proactivelyCollaborate with Infrastructure to maintain efficient, stable CRM tools, automations, and data flowsEstablish KPI monitoring systems to track quality, operational efficiency, team performance, and overall CRM effectivenessTeam Leadership and Governance:Lead CRM Operations departments: automation and execution, including quality assurance, content and designSupport chapter leads responsible for enforcing process governance and operational standardsEnsure smooth collaboration across all functional groups embedded into cross-functional CRM squadsCreate and support a strong knowledge-sharing culture through documentation, training, and structured communicationMentor and develop team members, creating capability-building and continuous improvement frameworksPromote a culture focused on clarity, scalability, quality, innovation, and operational excellenceTo be successful in this role, you need to have:Senior experience in CRM Operations, CRM Technology, Marketing Operations, or Lifecycle Marketing leadershipA highly solution-oriented mindset, capable of assessing new ideas objectively, selecting those with real potential, and shaping them into feasible, high-impact operational solutionsDeep understanding of CRM automation, workflows, lifecycle logic, and data-flows in event-driven systemsProven experience implementing automation and measuring impact, effectiveness, and ROIExperience using AI or automation tooling to improve operational processesExperience working with and optimizing CRM systems & 3rd-party marketing tools (Solitics, Optimove, Salesforce, etc.)Strong background in designing scalable operational frameworks, governance, and performance tracking systemsAnalytical skills to evaluate complexity, challenge inefficient workflows, and propose measurable improvementsExcellent stakeholder management skills across Strategy, Product, and InfrastructureStrong leadership, organisational, and capacity management capabilitiesExperience in iGaming or digital entertainment is an advantageWe 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 needCreating an exciting international English-speaking environmentWorking in a modern office in Ülemiste CityOrganizing different company and team eventsOffering extra sports compensation via Stebby + private health insuranceCreating an opportunity to learn and developOffering a competitive salary based on experience and a benefits packageSounds 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.comAs 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.