• Define and own the global CRM strategy across the full customer lifecycle (prospects → members → patients → alumni) • Build and scale segmentation and personalization frameworks across all countries • Own and optimize the CRM stack (powered by Braze) ensuring best-in-class use across campaigns, journeys, and channels • Lead all CRM channels (email, push, SMS, in-app, content cards, etc.) and drive lifecycle campaigns (onboarding, activation, conversion, retention, win-back, MGM) • Ensure CRM campaigns are well-timed, relevant, and aligned with brand, medical, and regulatory guidelines • Define, track, and improve CRM performance KPIs (conversion, retention, churn, LTV, engagement) • Work closely with Data to build dashboards, monitoring tools, and an experimentation framework (A/B testing) • Partner with Product, Medical, Marketing, and Country teams to align CRM with care pathways and local needs • Ensure full compliance with healthcare regulations (GDPR, medical advertising constraints) while protecting user trust and experience • Build and lead the CRM function, setting clear governance, scalable processes, and best practices

• Own customer relationships and be the main contact for universities from onboarding • Run regular check-ins, reviews, and account reviews • Own renewals end to end, planning ahead and ensuring value • Spot risks early and act to keep customers satisfied • Take ownership of retention and growth, and identify expansion opportunities • Support customers day to day, resolving issues as they arise and balancing reactive support with proactive management.

• Take end-to-end ownership of CRM strategy and campaign execution across both brands, ensuring consistent quality, timely delivery, and alignment with brand tone • Plan, build, and optimize multi-channel campaigns (email, onsite, push) with strong attention to structure, clarity, and relevance • Develop CRM strategies focused on automation, personalization, and operational efficiency • Own and refine each brand’s tone of voice based on market-specific player preferences • Analyze campaign performance, customer behavior, and KPIs to iterate and improve • Ensure each campaign’s design, content, and terms are structured clearly and accurately • Align closely with other teams to ensure cohesive messaging • Coordinate loyalty and retention communications, ensuring brand-appropriate strategies • Ensure compliance and regulatory standards are embedded in workflows and communications • Collaborate with Responsible Gaming, Compliance, Customer Support, and other teams when relevant

• You will develop into a product expert and competently support our e-commerce customers with all questions related to using our solutions. • You handle incoming support tickets and ensure customer inquiries are answered quickly, reliably and with a solution focus — or escalate them to the appropriate internal teams when necessary. • You identify customer needs, actively assist with troubleshooting, and ensure they can use our product optimally. • You continuously improve our help-center articles and product guides so customers can find answers to common questions more quickly. • You work closely with our business and product teams by passing on feedback and recurring customer concerns — with the goal of making our service and product increasingly customer-friendly.