Responsibilities

• Delivery Accountability & Operational Control
• Hold end-to-end accountability for the operational running of campaign, promotion and front end content delivery across the team, ensuring all requirements from Commercial, Analytics, Product and Engineering are in place from approved brief through build, QA, deployment, monitoring and post-launch review.
• Maintain a complete, eagle-eyed view of delivery status, live risk and upcoming critical moments, keeping the campaign calendar, dependencies and escalation paths accurate.
• Hold the team accountable for quality and timeliness, stepping in directly when delivery or player experience is at risk, and surfacing systemic risk that needs action beyond a single workstream.
• Incident Management & Operational Resilience
• Own on-call coverage and incident response for live campaigns, promotions and content, acting as the senior operational escalation point when delivery or execution risk surfaces.
• Troubleshoot platform and execution issues hands on, coordinating containment, stakeholder communications, recovery and post incident follow up.
• Own root-cause resolution, escalating platform-level causes to the CRM & Promotions Enablement Lead where needed and driving corrective action on recurring or high-severity incidents.
• Establish the severity levels, playbooks and launch monitoring checklists that keep incident response consistent and repeatable.
• Standards, Governance & Compliance

Requirements

• 6+ years in CRM, campaign or promotional operations, delivery management or lifecycle marketing, including proven experience leading and developing a team.
• Accountability for high-volume, time-sensitive operational delivery across multiple channels or workstreams in a complex digital consumer business.
• Hands-on working knowledge of CRM or promotional bonusing platforms (e.g. XtremePush, Braze, Optimove or similar) strong enough to troubleshoot live issues directly and assess technical risk.
• Proven experience leading incident response, on-call governance or escalation frameworks for live activity, with sound operational judgement under pressure.
• A track record of designing or improving operational processes, controls, service levels and performance reporting, drawing on workflow management tools (e.g., Airtable, Jira).
• Excellent 360° stakeholder management and people leadership, able to influence senior stakeholders across CRM, Product, Compliance, Commercial, Legal, Customer Support and VIP while raising team capability.

Preferred

• Experience in iGaming, sports betting or another regulated, compliance-heavy environment.
• Knowledge of online casino mechanics, bonusing platforms and player journeys.
• Working knowledge of SQL or BI tools for operational diagnosis, reporting and performance analysis.
• Experience operating in Agile or product-led delivery environments, and scaling operational governance or automation in a high-growth organization.