customer insights & engagement director (3621)

At OPAP, we’re reshaping the way we connect with our customers — especially in retail. This role is about leading that change, using data, insights and technology to build a smarter, more personalised and more valuable customer experience.
We’re not just looking for a CRM expert. We’re looking for someone who wants to be part of a bigger transformation — someone who’s motivated by purpose, not position. This isn’t about hierarchy or money. It’s about building something that matters and leading others through change with energy, clarity, and conviction.

You’ll need to bring strong experience in CRM, customer insights, journey design and value management. But more than that, we want someone who:

• Believes in using data to make better, faster decisions

• Knows how to turn insights into action — and action into results

• Has the vision to shape the future, and the grit to make it happen

• Is excited by the challenge of building something new, not maintaining what already exists

• Leads with purpose, brings people together, and stays grounded even when things get tough

• Feels ready to make a real difference — not just do “a job”

At this point in your career, you probably don’t need another title. What you might be looking for is a mission — a team to build with, a challenge to own, and the chance to leave a real mark.

Your day to day will include:

• Define and lead the Retail CRM & Loyalty strategy

• Turn customer data into actionable insights

• Oversee CRM tech, automations (e.g., Salesforce), and loyalty program innovation

• Drive segmentation, targeting, and personalized engagement

• Track performance across stores, regarding self-service terminals, and the OPAP Store app

• Ensure compliance and lead with integrity

• Coach and inspire a high-performing team

What you need to succeed:

• BSc in Marketing, Economics, Mathematics, Engineering or any other relevant field. MSc degree in related field

• 12+ years of experience in a role of similar caliber and complexity, within an organization where Loyalty and CRM are strategic priorities

• Excellent understanding of CRM methodologies, tactics & technology

• Proven track record in analyzing big customer data and driving the provision of actionable insight

• Excellent analytical and numerical skills with ability to combine various inputs and make fast decisions

• Experience in leading and inspiring a team towards the achievement of business goals

What’s in it for you?

• An award-winning working environment 🚀

• State of the art facilities including gym & restaurant 🏢

• Hybrid working model 💻

• Competitive salary package and bonus scheme 💸

• Health insurance coverage & Pension Plan 🙏

• Monthly food allowance 🍴

• Continuous learning with classroom/digital trainings by OpapAcademy 🎓

• Internal Career Opportunities 💼

• Well-Being Activities 💪

OPAP Group is an equal opportunity employer

Does this sound like you? If yes, we would love to meet you!