Head of Customer Growth & Monetization

About the Role:

We are looking for a Head of Customer Growth & Monetization who will take full ownership of revenue growth through customer lifecycle management and transform multiple independent teams into a single, coherent growth system.

Today, the department includes 200+ people across several major functions:
CRM / Lifecycle, Promotions, Bonuses & Incentives, Customer Experience & Journey, VIP, and Customer Support.

To build a scalable and predictable growth engine where:

• all customer communications are logically connected,

• channels reinforce each other instead of competing,

• decisions are driven by Customer Journey, LTV, and segmentation,

• growth comes from logic, relevance, and timing, not pressure.

If the department operates as a collection of disconnected teams, the role has failed.
If it operates as a single organism, the role is fulfilled.

The Head of Customer Growth & Monetization fully owns:

• the end-to-end customer growth and monetization system,

• strategy and prioritization across:

  • CRM and lifecycle communications,

  • Promotions and offers,

  • Bonus & incentive systems,

  • Customer Journey and CX,

  • VIP and high-value segments,

  • Customer Support (from a retention and revenue perspective),

• the balance between short-term revenue and long-term LTV,

• the P&L impact of all decisions within the department.

1. Unify Teams Into One System:

• Lead CRM, Promo, Bonus, VIP, CX, and Support teams.

• Establish unified rules for communication priorities and eligibility.

• Ensure teams work sequentially and coherently, not in parallel silos.

2. Manage Growth as a Product:

• View the customer holistically, not through channel lenses.

• Make decisions based on CJM, behavioral segments, and analytics.

• Control communication frequency, pressure, and meaning.

3. Set the Decision-Making Standard:

• Define what can and cannot be launched.

• Decide when along the customer journey it is appropriate.

• Clarify intent, expected impact, and success criteria.

• Know when growth becomes harmful and must be stopped.

4. Lead a Large Organization:

• Manage senior leaders across multiple functions.

• Lead through frameworks, rules, and influence, not micromanagement.

• Build a strong leadership layer within the department.

• LTV and ARPU growth.

• Retention uplift across key segments.

• Reduced cannibalization between channels and teams.

• Lower negative reactions to communications.

• Revenue predictability and controllability.

We are looking for a system-level leader, not a single-channel expert.

Must-Have:

• 8+ years in roles focused on revenue and growth via Customer Lifecycle, such as:

  • Head of CRM / Lifecycle Marketing,

  • Head of Retention / Loyalty,

  • Head of Growth (revenue-focused),

  • Head of Product (Revenue / Engagement),

  • General Manager with P&L ownership.

• Experience managing multiple functions simultaneously: CRM, Promo, Incentives/Bonuses, VIP, Customer Care.

• Proven leadership of large organizations (100+ people in total).

• Strong systems thinking and the ability to impose structure in complex environments.

• Willingness to make unpopular decisions in favor of long-term LTV.

Strong Plus:

• Experience in iGaming, betting, fintech, or subscription businesses.

• Deep understanding of bonus and reward systems.

• Proven cases of transforming fragmented teams into a unified growth system.

• Knowledge of behavioral economics and user motivation.

• You think in channels instead of systems.

• You avoid conflict and tough decisions.

• You prefer negotiation over setting clear rules.

• You are looking for a role without real ownership.

• One of the most complex and strategically important departments in the company.

• True ownership of Customer Growth & Monetization.

• Direct impact on company revenue.

• Competitive compensation + performance-based bonus.